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  2. Zendesk Support
  3. Zendesk Chat & Tickets Admin Guide (Inline app)

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Installing Translation by Language IO - Inline for Zendesk

Preparing for Installation

Enabling Languages for Translation in Zendesk

In your Zendesk instance, ensure that the languages you intend to translate are enabled:

  1. Go to Admin Center → Account → Appearance →  Localization → Additional languages.
  2. From the "Add active languages" dropdown, search for and click to "Add" any missing languages.
  3. Click "Save".

Creating a Ticket Field to Store the Detected Locale Code

The application stores the end user's detected language in a ticket field. This way, if the ticket is closed and reopened or is opened by a different agent, when the application launches, it can retrieve the end user's previously detected language from the ticket field without having to detect it again from the ticket content.

Create a dedicated ticket field to store the end user's language. Then, when installing the application, you will set this field's ID in the application configuration.

In your Zendesk instance:

  1. Go to Admin Center → Objects and Rules → Tickets → Fields.
  2. Click "Add field".
  3. Choose "Text".
  4. Give the field a name and description.
    5. Tip: Keep "Required to solve a ticket" disabled and permissions as "Agent can edit".
  5. Click "Save".
  6. Back in the Fields list, search for the field you just created, and copy the ID from the "Field ID" column.

Turning Off Zendesk's Translation Feature

To ensure that agents interact with Language IO's secure and feature-rich Inline translation application instead of Zendesk's translation feature, Language IO recommends disabling it.

To turn off Zendesk's translation feature in your Zendesk instance:

  1. Go to Admin Center → Objects and Rules →  Tickets → Settings.
  2. Click the "Comment options for agents" section to expand it.
  3. Deselect "Allow agents to translate conversations".
  4. Click Save.

Installing the Application

Installing the App from Zendesk Marketplace

  1. Open "Translation by Language IO - Inline" in the Zendesk Marketplace.
  2. Click "Install".
  3. Enter or select your Zendesk instance and log in, if prompted.
  4. You will be redirected to the application's installation configuration page.

Configuring App Authentication

Language IO Inline for Zendesk supports two authentication methods:

  • Basic Auth (username and password-based auth token)
  • OAuth 2.0 (client credentials and access token)
Important: Configuring app authentication requires the auth details provided to you by Language IO for your preferred auth method.

Configure Basic Auth

  1. Language IO Auth Token: Enter the auth token you received from Language IO.

Configure OAuth 2.0

  1. OAuth 2.0 authentication for API requests: Check this checkbox.
  2. OAuth 2.0 URL: Enter the URL you received from Language IO.
  3. OAuth 2.0 Client ID: Enter the Client ID you received from Language IO.
  4. OAuth 2.0 Client Secret: Enter the Client Secret you received from Language IO.

Configuring App Settings

  1. Configure the following required fields:

    1. Language IO URL: "https://golinguist.com".

      Important: Language IO may ask you to point your application to "https://eu.golinguist.com".
    2. Default agent locale code: Enter the Zendesk locale code (e.g., "en-us") of the agent language the app should use when the ticket is not assigned to an agent.
    3. Ticket Field ID for LIO Detected Locale Code: Enter the ID of the ticket field you created to store the detected locale code.
  2. Configure additional application settings:
    • Automatically send after translation: Sets the "Translate and send (outbound)" toggle on by default when the app launches. When "Translate and send (outbound)" is on, agent messages are automatically sent after being translated.
    • Automatically translate inbound messages: Sets the "Auto-translate (inbound)" toggle on by default when the app launches. When "Auto-translate (inbound)" is on, new inbound messages are automatically translated.
    • Automatically launch application: Automatically launch the application when an agent opens a ticket.
      Important: The app will attempt to detect the end user's language each time the application is launched (unless the LIO Detected Locale Code field is populated with a locale code). To optimize your detection usage, we recommend disabling this setting if most tickets do not require translation.
    • Agent - Enable translation optimization: Allow agents to use Language IO's Optimization feature. Enabling this setting makes the "Translation Optimization" toggle switch available for agents to turn on and off.
    • Agent - Translation quality flag rating: Allow agents to flag inbound translations if they are not satisfied with the translation.

Completing the Installation

  1. At the bottom of the page, click "Install".
  2. Zendesk will queue the installation and show a "Success" toast notification once the installation is completed.

 

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