translate customer notifications only to some customers

[Ben]

Hi,

i need JSM to be in english, but for some customers, german. 

i've set the default language to english and added german languaga, made an update on missing strings, and marked it to be available for customers. 

In the portal, i've changed my user preference language to be Duetch. 

created an issue and was expecting a notification in germen. 

the notification arrived in english.

what am i missing?

Thanks

[Angélica Luz]

Hello @Ben,

Thank you for reaching out to Atlassian Community!

When it comes to language support, customers will receive notifications based on the language they select in the customer portal. So, if the language is available on the project and they select it on their profile, that’s the one they will receive.

If a customer never accessed the customer portal to change the language and they only raise requests via email, for example, they will receive notifications in English.

You mentioned that you changed the language on your profile, did you use a customer account or your agent/admin account?

I’m asking because if you have an Atlassian account, it’s not possible to change the language on the portal, but on https://id.atlassian.com/manage-profile/account-preferences only.

Also, did you receive a customer notification or a system notification?

The translation works for customer notifications only, it won’t affect the system notification (that are sent to internal licensed users).

If possible, create a customer account using another email (using a Gmail, for example) in order to access the portal, change the language and create a test ticket.

Kind regards,
Angélica