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Installing LIO for Zendesk Chat & Tickets

Installation of Zendesk Translation Chat & Tickets Application

Step Action
1

Begin by installing the product from the Zendesk Marketplace or getting the latest build zip from Language I/O.

2

To install go to: https://www.zendesk.com/marketplace/apps/support/780142/language-io-chat--tickets-translation/ 

language_io_chat_tickets_translation.png

then click Install.

install.png

3

Enter the required info indicated by an * in Application Settings.  The token will be provided by Language IO.

Title Value
Title *

Title.png

'languageio_url' *

LIO_url.png

token 

token.png

Note:

  • Required and is provided by Language I/O.
4

On the Settings page, expand Objects and rules, Right click on Ticket Fields (shown below) and open in separate tab

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5

* Required field. Other IDs must be created for these fields if being utilized. Proceed to Step 6 for ID creation instructions.

Title Value
* Detected Locale Field ID for Detected Locale Code (field type= Text)

detected_locale_filed_id.png

Note:

  • Stores the detected locale code from the first requested translation.
Ticket Field ID for Status Text (field type= Text)

ticket_field_id_for_status_text.png

Notes:

  • Stores the translation status.
  • Primarily used for customers using Human translation.
  • Statuses are the same as the Status Dropdown
Ticket Field ID for Status Dropdown (field type= Dropdown)

ticket_field_id_for_status_dropdown.png

Note:

  • Used if the customer prefers to use a dropdown to store the status described above.
  • Some statuses are as follows:
    • Machine Translation Success
    • Human Translation Requested
    • Human Translation Returned
    • An Error Occurred with Language I/O
      • Note: Enter these statuses in the dropdown field values when creating the Ticket Field (example shown below).

dropdown_field_values_sample.png

ticket_field_id_for_machine_translation_count.png

Note:

Ticket Field ID for Human Translation Count

ticket_field_id_for_human_translation_count.png

Note: 

  • Captures the number of Human translation requests that were made on the ticket.
Ticket Field ID for Subject Translation Storage (field type= Text)

ticket_field_id_for_subject_translation_storage.png

Note:

  • Captures the translation of the subject. 
  • Commonly used so the customer can have the translated subject available in a report.
6

To create the Ticket Fields and obtain the IDs:

  1. Navigate to Object and rules > Fields (shown below):

Notes:

    • Permissions for each field should be Agent only.
    • The following fields are optional:
      • Status Text
      • Machine Translation Count 

Close_up_...Objects_and_rules_...fields.png

 2. Click on Add field (shown below):

add_field.png 

 3. Follow the prompts in the Create Tickets field menu (shown below) to create the  Ticket Fields and obtain the IDs: 

objects_and_rules_fields.png

Notes:

    • Title and field type are found in Step 5.
    • These statuses need to be entered manually in the dropdown field values when creating the Ticket Field (example shown below):
      • Machine Translation Success
      • Human Translation Requested
      • Human Translation Returned
      • An Error Occurred with Language I/O  

dropdown_field_values_sample.png

 

   4. Click save (shown below bottom right):

save_button_for_IDs__1_.png

 

Created Ticket Field/ID samples (shown below):

Field_IDs__1_.png

 

Once the Ticket Fields have been created and the IDs obtained proceed to Step 8.

7

Check box settings determine some of the application's behavior (options shown below):

check_box_options.png

  • Set Textbox Default to Autosend:
    • When checked this defaults the ticket mode text box to auto-send the translated agent reply.
    • If not checked the translation appears in the agent's Zendesk text editor where the agent is able to edit the response before sending.
  • Set Zendesk Customer Language:
    • sets the customer profile language setting to the locale used for translations by the application
    • Note:
      • This may be useful for agent created tickets.
  • Set Translation On (CHAT MODE):
    • Defaults the translation on setting to be ON while in chat mode.
    • Note:
      • Translation On feature when activated automatically translates the message.
  • Set Customer Locale From Customer Path (CHAT MODE):
    • Sets the application's customer locale from the URL the customer used within the customer portal when initiating the chat session.  
8

 Enter IDs and complete installation:

  1.  Navigate back to the Application:
    • Apps and integrations > Zendesk Support apps
  2. Click on the Application.
  3. Select Change settings.
  4. Enter in the IDs just obtained.

 

change_setting_...add_IDs.png

   5. Click on Update. 

update_settings.png

10
Authorizing the OAuth2 Client
Step Action
1

Navigate to https://golinguist.com/linguistnow/consumer/response-oauth and sign into the web portal to authorize the OAuth2 client.

Note:

Use the web portal credentials provided by the Language I/O Representative.
2

After signing in, you are redirected to Zendesk to authorize the OAuth2 client.
The page looks the image below. 

OAuth2.SS1_v2.jpg

3 Click Allow.
4

You are redirected back to the web portal to see the confirmation message below.

mceclip0.png

11

 The Application has now been successfully installed.

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