Translate Ticket Conversations with Zoho Translate
Zoho Translate (powered by Zia) is an extension that allows Zoho Desk users to translate the tickets to a language of their preference. Customers often raise tickets in their preferred language, which may not be comprehensible to the support agent handling the ticket. In such cases, agents can translate the ticket to a language they understand and provide quick resolutions. It can help a great deal in addressing geographical or language barriers, bringing in flexibility in support services.
Installing Zoho Translate Extension
- Go to Setup (
) > Integrations > Marketplace.
- In the Marketplace page, click All Extensions.
- Search for Zoho Translate in the search bar on the right.
- Select the Zoho Translate extension.
- In the Zoho Translate installation setup page, do the following:
- Select the Departments that will have access to the extension.
- Select the Profiles that can translate the tickets.
- Agree to the Terms of Use.
- Click Install.
The extension will be installed for the specified profiles and departments.
Translating tickets using Zoho Translate
The extension facilitates agents to converse in the customers native language having a positive impact in customer engagement.
- Open a ticket in Zoho Desk.
- In the Ticket detail page, click the More icon (
) .
- Choose Zoho Translate from the drop-down list.
- In the Zoho Translate pane under Translate To, select the language from the drop-down list.
- In Enter Resolution, type the reply .
- In Translate To, select the Language in which you want to send the reply.
- Click Copy to Editor to copy the reply directly to the reply editor window.
Uninstalling the extension
- Go to Setup > Integrations > Marketplace
- In the Marketplace page, click Installed Extensions.
- Choose Zoho Translate from the list of extensions.
- Click the More icon (
) at the top-right corner of the Zoho Translate extension setup page.
- Select Uninstall Extension.
- Click Confirm to uninstall the extension.
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