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Responding to a ticket in the native Zendesk text box

Responding to a Ticket in the Native ZD Text Box
Step Action
1

Agent creates a response either by manually typing or using a macro in the Native ZD text box.

synced_response_greyed_out_LIO_box...box_circled.png

2

Response is automatically synced to the Language I/O (LIO) plugin text box (shown below on the left).

synced_response_greyed_out_LIO_box...both_boxes_circled.png

3
If then
the response does not need to be translated click Submit_as_New.png in the Native ZD text box.
the response needs to be translated

in the LIO plugin text box, click on the Translate button lightening_bolt.png then go to Step 4

4

The response is translated and the translation is populated in the Native ZD text box and the LIO plugin text box.

Note:

  • After Translatelightening_bolt.png is clicked, processing dots display until the translation is returned (example shown below).

dots.png

response_is_translated.png

5
If then

Automatically send after Translation toggle is ON

Auto_send_ON_Ticket.png

the translated response is sent to the customer and the text box is cleared.

Automatically send after Translation toggle is OFF

Auto_send_OFF_Ticket.png

go to Step 6.
6

The translated response appears in the Native ZD text box, where the Agent can review and edit.

response_is_translated.png

7

When review and editing are complete then the Agent clicks Submit_as_New.png.

8

The translated response is sent to the customer and both the Native ZD text box and the LIO plugin text box are cleared of the response..

response_is_translated_and_sent.png

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