Translate Tickets using Google Translate - Zoho Desk Knowledgebase

Translate Ticket Conversations using Google Translate

Google Translate is an extension that Zoho Desk provides its users for translating ticket conversations to any required language. The extension helps agents to read the ticket conversations in their own language or the language of their choice. It helps break geographical or language barriers, thereby bringing in a great deal of support service flexibility.

To install Google Translator Extension

  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Click All under Marketplace.
  4. Search for Google Translator in the search bar on the right-hand side of the screen.
  5. Select the Google Translator extension.
  6. In the Google Translator installation setup page, do the following:
    • Select Profiles and Departments whose agents can access the extension in Zoho Desk.
    • Agree to Terms of Use.
    • Click Install.
      The extension will be installed for the specified profiles and departments.

    • Ensure to get the API key from Google Translator. [More on this at the bottom of this article]
    • Provide the Google Translate API key and click Save button to configure your Google Translate account.

To translate a ticket conversation

  1. Open a ticket in Zoho Desk.
  2. Click on the More icon ) of an incoming conversation.
  3. Choose Google Translate from the drop-down list. 

  4. A Google Translate pane opens to the right of the ticket view pane.

  5. Notice that the conversation is auto-populated in the Google Translate pane and the language of the conversation is also detected. In the above example, the language is detected as French.
  6. Select the language to which you want to translate the conversation to from the Select Language drop-down list.
  7. Enter your reply to the conversation in the selected language.
  8. Select the language in which you want to reply to the conversation from the Select Language drop-down list below your reply.
  9. Click Copy to clipboard to copy the reply.

  10. Click Reply in the reply editor and paste the copied text.

Uninstall Google Translator Extension

To uninstall Google translator extension from Zoho Desk:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click All under Marketplace.
  3. In the Marketplace page, click Installed Extensions.
  4. Choose Google Translator from the list of extensions.
  5. Click the More icon at the upper-right corner of the Google Translator extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.​

Getting the Google Translator API Key

Below are the condensed steps for obtaining an API key and start using Google Translate's services in Zoho Desk.

  1. Sign in to your Google account and open the Developers Console.
  2. Click Create Project at the top of the page.
  3. Enter a name for the project and click Create. For example, Zoho Desk.
  4. Click Enable APIS and Services at the top of the page.
  5. In the API Library, find and click on Translation API.
    You can find the API, using the search box and/or the filters.
  6. On the API page, click Enable.
  7. You will also need to enable billing before you can start using the Translation API.
  8. Now, click Credentials in the left menu and then click Create credentials.
  9. Select API key from the drop-down menu and then click Create.
    The API key created dialog box displays your newly created key.
  10. Copy the API key and paste it in the corresponding box in Zoho Desk.

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