We are using cloud. Our agents use one service desk project to support our clients. The agents provide support in multiple languages, as we have customers in many countries.
I started to introducing a knowledge base and I need a good service desk portal, but after reading many articles, it looks like not possible to do what I need. Here is why:
So the question: How can I set up a customer service in the right way, where I have customers in many languages, my agents supports them also in many languages and I want to have the knowledge base feature in their languages as well, and also the portal in multiple language?
Our add-on for Confluence Cloud can help you to build a multilingual KB on ServiceDesk/Service Management, within a single project.
Here is the marketplace link: Lango: Language and translation manager.
With Lango you can:
For further details, you can also take a look at this article: Using Lango on Jira Service Management Knowledge Base
If you need help or more information, don't hesitate to send us a mail or open a ticket :)
At resolution (my employer) we have been working on solving the multiple languages requirement when a company cannot afford to have support agents covering every language their customers speak with this app: Ticket Language Detection & Translation for JSM.
It may be possible to leverage that app to have a more flexible setup to solve your conundrum and better map projects/queues/boards/KBs but honestly I would be playing in the dark without asking some specific questions first.
However, I'm happy to chat about it if that's an interesting path for you, you can ping me on LinkedIn here.
I think you're right. In general Atlassian relies a lot on the value of customizing functionality with add-ons, so it's safe to assume that if you want to have a perfect setup, that may include some stuff from the marketplace. But it's also essential to understand how far you can go out of the box.
It'd be interesting for me to know how do you identify which language the ticket is in order to assign it to the right agent. Does each agent select the tickets in their own language? Or do you have queues by language? Have you found a way to do this?
We haven't seen an efficient way of doing that without add-ons...
Most probably I going to create separate projects for areas/languages with their own portals and language specific knowledge base. Then we going to have more queues as a result, but I will create a good Kanban board on top of all. At the moment I can't see better out of the box solution...
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event