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Zendesk (ZD) Ticket Translation User Guide

Language I/O (LIO) enables monolingual agents to support customers in over 100 languages across all e-support channels. The LIO app plugs directly into the agent’s standard ticket response form without disrupting the existing workflow.

Step Action
1

When a support ticket comes in, the agent goes to the dashboard.

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2

 An English speaking agent selects a ticket.

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3

 The ticket is not in English so the Agent clicks on the Translate with Language I/O button.

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4

The translate option is next to the content (subject & description).

LIO_translation_pane_4.png

5

Click on translate (lightning bolt icon) and translated content is returned.

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6

The header indicates whether it's untranslated or translated.

Note:

  • In this case, the content is translated.

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7

The agent can choose to have the content:

  • Machine translated
  • Human translated 
  • Partially translated:
    • By clicking on the arrow icon.
    • Notes:
      • Partial Translations can be used to set the Locale when the initial customer subject/message consists of more than one language.

ZD_Partial_Locale.jpg

      •  Unlimited Partial Translations can be done until the Translate button has been clicked to translate the entire message. 

Partial Translations:

ZDTicket_partial_translation...display_all.jpg

After Translation Button clicked (Partial Button no longer displays):

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      • All Partial Translations display in the pop-out but only the most recent Partial Translation displays in the app with the original message nested underneath.

ZDTicket_partial_translation...full_screen.jpg

8

The three vertical dots provide the agent with additional details such as:

  • translation status
  • type
  • re-translate:
    • When selected the content is sent to LIO server and the server uses the next prioritized machine translation engine to re-translate.
    • It can also be configured to retrieve a rapid human translation.

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9

If the agent happens to have a lengthy email, they can click on the expand icon and a larger window appears displaying the whole message.

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10

Now that the agent understands what the customer is asking for , they are ready to type the response in the Public reply section. 

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11

The agent sees the typed response appear and can then click on the lightening bolt icon to have the content translated.

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12

The translated response is then be pushed right back to the visual editor in the Public reply section for review before the agent clicks on Submit as New.

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Note:

If the automatically sent after translation function was enabled, then the translated content would have been automatically sent without needing to click on Submit as New.

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