How can I configure e-mail notifications whenever a request is submitted in not the default language

[Kirsty Hood]

I am testing Jira Service Desk and was wondering if it is possible for an email request to send the automatic customer notification in the correct language. Currently it only seems to send them in the default language although I have configured a translation. I notice however that it is correctly detecting the language of the request. 

[Angélica Luz · Accepted solution]

Hello Kirsty,

Thank you for getting in touch with Atlassian Community!
Just for us to better understand and help you with this issue, can you please let us know if this issue is happening with all notifications?
Did you add the language and also enabled it for the customers?
Is it happening for any language?

Please, check the documentation below for more details:
- Translating your customer portal and supporting multiple languages

Regards,
Angélica

[Kirsty Hood]

Hello Angélica, 

I have two languages enabled, French and English. French, is set as the default. When I send a customer ticket in English I get the notification in French even though I have added the required translations. However the language is correctly detected as English and set to English on the ticket created in Jira from the email.

I hope that helps.

Regards

Kirsty

[Angélica Luz]

Hi Kirsty,

Thank you for the details.
I've checked that the issue that you are facing was reported as a bug:
- https://jira.atlassian.com/browse/JSDCLOUD-6407
I was able to check that the customer portal of your instance is login-free, that's why this issue is happening.
Please, click on vote and watch to receive updates about the bug.

Regards,
Angélica

[Kirsty Hood]

Hi Angelica,

It's unfortunate that this is set to a minor issue as it is quite major when you have multi-lingual support channels with requests arriving by email.

Can you think of any workaround?

Regards

Kirsty

[Angélica Luz]

Hi Kirsty,

There is no workaround, for now, we must wait until the dev team fix the bug.
You can find more details about how the bugs are prioritized here.

Regards,
Angélica