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Translating ticket comments

Read here how translating comments works.

About this task

After the app is launched, this is the first feature visible in the ticket side bar.

Procedure

  1. Select
    • Refresh to update the comments list in case a new comment is added to the ticket. This button will keep the already translated comments and add the new ones.
    • Draft Reply to open the Translate notes window. Read more here.
    • Source language dropdown to select the source language of the comment. In case of selecting Auto , the language of the comment will be auto-detected.
    • Target language dropdown to select the target language for the translation. The user's preferred Zendesk system language will be used as the target language by default (if that language pair is supported).
    • Select Dictionary dropdown to select the dictionary for the language pair. None value means that no dictionary is selected.
    • Select Model dropdown to select the model for the language pair, in case a custom or adapted model has been deployed for the user's account. The generic model is selected by default.
    The Language Weaver currently supported languages can be found on the Language Weaver website. However, the list of available language pairs displayed in the Zendesk plugin is dynamic and will only include the language pairs available in the customer's account.
  2. Notice the Comment box components displayed:
    • The name of the comment's author
    • The content of the comment
    • The hyperlinks allowing a user to select See translation or See original.
      1. When the user selects See translation, the translation process is started, and the comment will be translated to the selected target language. The content of the box will be replaced with the translation and the text See translation will become See original.
      2. The agent can click on See original to display the original content (see as example the image below).