Language Translation for JSM, ITSM App of the Year Award winner 2021, now translates all user-generated content in a customer request. No matter how many fields are in the request: if the customer generate content, we’ll translate it and display it to agents.
The translations include two types of custom fields:
This announcement delivers on our promise to enable global multilingual support for companies using JSM.
It also responds to what customers and partners have repeatedly asked for: customer requests tend to capture additional context, specifications, and instructions in additional fields, and those need to be translated as well. Otherwise, agents have a disjointed experience, with proper translations for only summary and description.
Why Translation for JSM instead of Atlassian Intelligence?
As Atlassian Intelligence continues to get better every month, our translation app is still the best option if you have global customer base. Here’s why:
About non-text custom fields
We’re currently not planning to deliver translations for other custom fields, such as dropdown or multi-select fields. A closer look at this request answers why:
Of course, we’re always eager to understand additional needs. This means that what we don’t plan to do today can be part of our plan for tomorrow or for next year. Reach out if you want to change our mind!
Workarounds could be possible, for example by forcing a language dropdown. However, we currently don’t think that we’re looking at a trade off end users would be willing to make. Prove me wrong!
Jaime Capitel _resolution_
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