Release Notes - Language I/O for Zendesk Chat & Tickets User Interface Updates

This document focuses on the updates to the User Interface of the Language I/O plugin. These changes will be live in early Q3 2023.

Header row

The header row at the top of the plugin shows the detected languages of the agent and customer, and various options to the right. From left to right, the options are filtering, sorting, search and a menu

Filtering

The filter allows you to show only messages that match certain criteria. For example, you can show only translated messages or only internal notes. By default, all messages and translations appear:

Sorting

You can sort messages by oldest or most recent first:

Message Search

You can search for a specific string of text in the message history (This features currently only works with exact text matches).

Menu

The three-dot menu is where you can find the options to expand all messages, or translate the entire transcript (for example when the case transfers to a new agent who speaks another language):

Header tags

The header of each message now shows tags that let you easily identify its status: customer message or agent response, translated or untranslated, etc., and the date it was received or translated.

For example, this is the original, untranslated internal message from an agent:

The subject of an internal message, partially translated:

The subject of an internal message after retranslation:

Collapse Subject

Clic on the subject tag to collapse the subject container. This frees screen space for you to scroll through other messages:

Message Truncation

You can truncate messages that are longer than eight lines. When a ticket loads, messages that are longer than eight lines are truncated automatically (except the most recent message):

Translation buttons

Messages that have not yet been translated show the Translate button:

Messages that have been translated once show the Retranslated button:

Once a message is retranslated, the translate option is greyed out and shows as All translations completed.

Message Options

The menu next to the button gives you the possibility to re-detect locale, do a partial translation (if the message has not been translated yet), and other options:

Example 1: Partial Translation

Example 2: Full-screen message

Conversation window

The conversation window is now packed with more options:

The previous version disabled this textbox in ticket mode, and you could only enter text via the Native Zendesk textbox. This is no longer the case and starting from v3.1.0, agents can type directly into the textbox in chat, messaging, and tickets.

Rich Text

The text field is now more versatile, with the ability to do rich text formatting: italics, bold, lists, etc.:

The menu to the right of the text field still gives you basic information about the ticket (Customer Name and ID, Ticket ID), as well as the possibility to select Machine or Human Translation:

Hyperlinks

Channels that allow Rich Text (see previous point) also allow for posting hyperlinks:

Comment Types and Message Channel Menu

This menu gives you the ability to switch between Comment Types and Message Channels in the Language I/O app:

Public Reply (Tickets) and Email (Messaging)

To translate a Public Reply or an Email, click on the lightning bolt icon. If “automatically send after translation” is toggled on, the message is sent. Otherwise, click on the “Submit…” button on the bottom right corner to send the translated message.

Internal Notes (Tickets and Messaging)

Internal notes are not translated when you send them from the Language I/O app. To post an internal note, click on the “lightning bolt” icon.

When the internal option is selected, the message is not translated. Instead, the tooltip on the translate button says “Post”.

Messaging and Chat

To send a message or chat, the agent will click “enter”. To translate the message the agent can click on the lightning bolt icon, then click “enter” to send. Or the “translation on” toggle can be on before clicking on “enter” to send the message.

It is not possible to switch to the email channel while in messaging due to limitations with the Zendesk platform. However, if you need to send an email from messaging, you can switch to the email channel from the native Zendesk channel menu. Conversely, if Email is selected, you cannot switch to Messaging from the Language I/O tab; however, you can switch back to internal note first, then to messaging. Again, this is due to limitations with the Zendesk platform.

Example:

Emojis

When available, you can open the emoji menu with a click on the smiley icon:

Expand Textbox

You can expand the textbox in both the main and full screen views to create more space for the agent to draft longer replies: