Language I/O Installation Guide for Zendesk Translation 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/ 

then click Install.

3

After clicking Install, on the Settings page, click on Ticket Fields (shown below).

4

Enter the required info indicated by an * in Application Settings as well as the token info.

Title	Value
Title *
'languageio_url' *
token	Note: Required and is provided by Language I/O.

5

IDs must be created for these fields if being utilized. Proceed to Step 7 for ID creation instructions.

Title	Value
Detected Locale Field ID for Detected Locale Code (field type= Text)	Note: Stores the detected locale code from the first requested translation.
Ticket Field ID for Status Text (field type= Text)	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)	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).
Ticket Field ID for Machine Translation Count (field type= Numeric)	Note: Captures the number of Machine translation requests that were made on the ticket.
Ticket Field ID for Human Translation Count (field type= Numeric)	Note:  Captures the number of Human translation requests that were made on the ticket.
Ticket Field ID for Subject Translation Storage (field type= Text)	Note: Captures the translation of the subject.  Commonly used so the customer can have the translated subject available in a report.

6

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

• 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.  

7

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 

 2. Click on Add field (shown below):

 

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

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  

   4. Click save (shown below bottom right):

Created Ticket Field/ID samples (shown below):

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

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.

   5. Click on Update. 

9

 The Application has now been successfully installed.