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Release Notes - LIO for Zendesk Chat & Tickets Q1.2022

Zendesk (ZD) Chat & Tickets First Quarter 2022 Release Feature Details

 

Improved Visual Design and Side Panel App Location

Notes:

  • The app is located in the side panel which allows interaction with Zendesk while performing translations.
  • An improved user experience 
  • New intuitive and user friendly interfaces

  • Combination of Chat and Ticket plugins 

  • Improved_visual_design_and_Side_panel_app_location.png

Nesting of Translations

Notes:

  • After a customer translation is done, the most recent translation appears at the top of the translation group.
  • The original message appears in grey after expanding the translation group, with any other translations above.
  • Partial translations are at the top of the nested messages.
    • Note: Any older partial translations are only available in the modal area.
  • An agent-translated message appears at the top level of the group with the translation nested below.
    • This allows the agent to view their own language at the top level.

Nesting_of_translations.png

Partial Translations in a Modal Overlay Screen

View and make partial message text translations in the partial modal overlay screen.

Notes:

  • The agent may make as many partial translations as needed until a complete translation is made.
  • Once a complete translation is made, no further partial messages are allowed.
    • Note:
      • The Partial button disappears. (example shown below)

No_partial_button.png

  • Partial translations are only available via machine translation in tickets.
    • Human translation and chat are coming in the next release.

Partial_translations_in_a_modal_overlay_screen.png

Auto Send Agent Replies with the Default Toggle Setting

When activated the auto-send toggle automatically sends the translated reply to the customer.

Note:

  • The agent has the ability to change the toggle default to enabled via application settings.

Auto_Send_agent_replies_with_a_default_toggle_setting.png

Optional Updating of Native Zendesk Customer Contact Language

The app populates the Zendesk customer contact language with the detected locale when enabled in application settings.

Optional_updating_of_native_Zendesk_customer_contact_language.png

Real-Time Customer Reply Updates

The app receives new customer ticket replies as they come in.

Button Tooltips with Translation Info

Tooltips display info about remaining translations and translation status.

Tooltips:

  • Redetect Button Tooltip:
    • Redetect and reset locale
  • Translation Button Tooltips:
    • Translate
    • Retranslate
    • Waiting for human translation
    • All translations completed (example shown below)

Button_tooltips_with_translation_information.png

Menus with Customer and Translation Info

Message Menu

The Message menu displays:

  • MESSAGE Information:
    • Session ID
    • Source
    • Language
    • Translation Type:
      • Machine
      • Human 
    • Translation Status:
      • Machine and Human translation statuses (i.e., Machine translation complete)

Menus_with_customer_and_translation_information_1.png

Ticket Menu

The Ticket Menu displays:

  • TICKET Information:
    • Customer Name
    • Customer ID
    • Ticket ID
    • Translation Type:
      • Machine
      • Human 

Menus_with_customer_and_translation_information_2.png

Embedded Chat Functionality in Agent Workspace

Notes:

  • In the Agent Workspace, Agents can create chat translations using similar functionality and visual layout as is available in tickets within the same plugin.
  • New customer messages are automatically translated while the Translation On toggle is set.
    • The Translation On toggle is automatically turned off should an error occur.
  • Agents can quickly send chats using the plugin’s textbox.
    • As opposed to using Ticket Mode, where Agents can use the Zendesk native textbox to create more complex ticket replies.

Embedded_chat_functionality.png

Flexible Resizing of the Plugin in the Agent Workspace

In the Agent Workspace, the Agent can resize the plugin:

  • Larger resized plugin example:

Larger_adjusted_plugin.png

 

  • Smaller resized plugin example:

Smaller_adjusted_plugin.png

 Classic and Agent Workspace Compatibility for Tickets

Ticket Mode functions both in the classic and Agent Workspace.

New Agent Workspace Example:

Compatibility_screenshot.png

 

Chat: Re-Detect Locale Button

Notes:

  • During a chat, if the customer switches languages mid-conversation the Agent can use the re-detect button re-detect_button.png to reset the customer's locale to the customer's new language.
  • If the agent notices a message sent in a different language with the Translation toggle off, they can redetect locale based on that new language and translate the message after.
    • Example with Translation toggle off shown below:

redetect_screenshot_2.png

 

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