Translate Ticket Conversations with Zoho Translate - Online Help | Zoho Desk

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   

Users with Administrator profile can install the extension from the Zoho Marketplace . During installation, you will be prompted to select the departments for which the extension will be installed. This will allow only the concerned users from a particular department to use the extension. You can also provide access to all profiles or restrict the access to a specific set of profiles. A confirmation email is sent to the user on successful installation.

Availability
Permission Required
Users with Administrative permission in Zoho Desk can install the extension. Agents who are given the permission during configuration will be able to access the extension from the tickets. 
To install Zoho Translate Extension   
  1. Go to Setup () > Integrations > Marketplace.
  2.  In the Marketplace page, click All Extensions. 
  3. Search for Zoho Translate in the search bar on the right. 
  4. Select the Zoho Translate extension. 
  5. In the Zoho Translate installation setup page, do the following: 
    1. Select the Departments that will have access to the extension.
    2. Select the Profiles that can translate the tickets.  
    3. Agree to the Terms of Use. 
  6. Click Install.
    The extension will be installed for the specified profiles and departments. 


Translating tickets using Zoho Translate 

Users who have permission to access the extension can find the option to translate the tickets in the ticket detail page. The extension auto-populates the content of the ticket thread from which Zoho Translate option is chosen and detects its language automatically.. The agents can translate it, type in their response, and translate again to the language used by the sender before responding.


The extension facilitates agents to converse in the customers native language having a positive impact in customer engagement.  


After entering the response click Copy to Editor to open the reply editor with the translated response. To view the reply later in your native language use the extension to translate the reply to your preferred language. 

To translate a ticket conversation   
  1. Open a ticket in Zoho Desk.
  2. In the Ticket detail page, click the More icon ( ) . 
  3. Choose Zoho Translate from the drop-down list.
      
  4. In the Zoho Translate pane under Translate To, select the language from the drop-down list. 
  5. In  Enter Resolution, type the reply . 
  6. In Translate To,  select the Language in which you want to send the reply. 
  7.  Click Copy to Editor to copy the reply directly to the reply editor window. 

 

Uninstalling the extension   

Administrators can uninstall the extension when needed. The translations carried out by this extension are not stored anywhere, except for the reply translations that are sent as response, which would only be stored as part of the ticket thread. 

To uninstall the extension
  1. Go to Setup > Integrations > Marketplace  
  2.  In the Marketplace page, click Installed Extensions. 
  3.  Choose Zoho Translate from the list of extensions. 
  4.  Click the More icon ( ) at the top-right corner of the Zoho Translate extension setup page. 
  5.  Select Uninstall Extension. 
  6.  Click Confirm to uninstall the extension.