Translating customer interactions in Zendesk Tickets

Language I/O enables monolingual agents to support customers in over 100 languages across all e-support channels. The Language I/O app plugs directly into the agent’s standard ticket response form without disrupting the existing workflow.

Process

This is how it works:

1. When a support ticket comes in, go to the dashboard:
   
   (Click to enlarge)
2. Select a ticket. In this example, let's assume that you are an English-speaking agent:
   
   (Click to enlarge)
3. The ticket is not in English so you click the Translate with Language I/O button to open the plugin:
   
   (Click to enlarge)
4. The translate option (represented by the lightning bolt icon) is next to the content (subject & description):
   
   (Click to enlarge)
5. Click the lightning bolt icon. The corresponding content returns translated:
   
   (Click to enlarge)
6. You can always check the header to see if content is translated or not. In this example, it is translated:
   
   (Click to enlarge)

7. If you received a lengthy email, click on the "expand" ico. A larger window opens to show the whole message.
   
   (Click to enlarge)

8. Now that you understand what the customer is asking, you can type the response in the Public reply section:
   
   (Click to enlarge)
9. Your typed response appears automatically in the plugin text field. Click on the lightning bolt icon to translate it:
   
   (Click to enlarge)
10. Once translated, your response is pushed back into the visual editor in the Public reply section. You can now review it before you click on Submit as New:
    
    (Click to enlarge)
    
    
    Note: If you have the "Automatically sent after translation" function enabled, the translated content is sent automatically. You do not need to click on Submit as New.

User Interface

Translation Options

You can have the content:

• Machine translated
• Human translated 
• Partially translated:
  • By clicking on the arrow icon.
    Note: Use partial translations to set or reset the Locale when the initial customer subject or message consists of more than one language.
    

• • You can do unlimited partial translations as long as you have not translated the entire message. Once you translate the entire message, partial translation is no longer available:
    

• • Only the most recent partial translation displays in the app with the original message nested underneath. To see all partial translations, pop-out the window:
    
    (Click to enlarge)

Menu

The three-dot menu gives you additional details, such as:

• Translation status
• Type
• Re-translate status:
  • When selected, the content is sent to the Language I/O server. The server uses the next prioritized machine translation engine to re-translate the content.
  • You can also configure it to retrieve a rapid human translation:
    
    (Click to enlarge)