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How do I enable auto language translation in Service Management

I am wanting to have Spanish and Japanese language tickets converted to English for the help desk.

3 answers

0 votes
Bloompeak Support Marketplace Partner Jan 02, 2022

Hi @Trent Buness,

There is a good solution for your request - Issue Translator app developed by our team.

Issue translator app,

  • automatically detects customer language
  • stores the detected language in a field so that you can generate reports based on customer's language
  • translates customer messages into agent's language
    translates agent's reply into customer's language

For each project, you can specify your agent language. Our app automatically detects the customer language and if it is different from project language, customer message is automatically translated into project language that you defined.

In addition to Service Management projects, the app can translate issues in Jira projects too. Once you set the default language of a project, issues descriptions and comments entered in other than project language are automatically translated into project language.

If you are looking for a free solution, you can try the limited version Issue Translator Free. Hope it helps.

0 votes
Laura Holton Community Leader Nov 30, 2021

Hi @Trent Buness 👋

Have you considered - Translation for Jira Service Management - it enables you to perform multilingual customer support by translating various components of your Jira Service Management. Store the translations in one place and easily translate dynamic field values by providing specific translations. Build your image as a company which provides the highest quality of support and customer experience by:

  • using easy project configuration to translate various elements within Customer Portal
  • making everything clear and understandable for foreign users.

You can reach out to support@deviniti.com if you have any questions on the app's functionality.

I hope this helps but if you have any other questions just shout 😃

All the best,

Laura

Laura - thank you, question, does the translator allow to convert an entered language into another language for viewing (Japanese to English) automatically or do you need to enter all the translatable words?

Laura Holton Community Leader Nov 30, 2021

Hi Trent, with your above question I would send that across to their support channel at support@deviniti.com as they'll be able to walk you through in more detail and in case it's not currently possible then they may be able to provide a roadmap of future capabilities.

0 votes

Hi @Trent Buness ,

you can provide portal in several languages (see the following article https://confluence.atlassian.com/servicemanagementserver/providing-help-in-multiple-languages-1014679294.html ) and agents (service desk users) can use their own language as per own profile setting.

If user, on the portal write something in a language, this content can't be automatically translated in other language.

Hope this helps,

Fabio

To confirm, we have Japanese enabled, so a employee in Japan can view the portal in local language, enter a ticket in local language but the help desk employee needs to read the ticket in English.  There is no conversion from Japanese to English for the help desk user to read the ticket?

Hi @Trent Buness ,

using builin features you can't do that.

There's a third apps on the marketplace that should allow you to do that ( https://marketplace.atlassian.com/apps/1219932/google-translation-automation-for-jira-jsm-ticket-language?tab=overview&hosting=cloud ) but I never used it.

Ciao,

Fabio

Google Translation Automation for Jira does not exist as an option in the "find new apps" section.  Any direction is much appreciated.

Sorry @Trent Buness , that app is just for JIRA cloud. 

There's another app for JIRA Server https://marketplace.atlassian.com/apps/1213698/translation-for-jira-service-management?hosting=server&tab=support . Try using this one.

Ciao,

Fabio

I did install as a test, doesn't appear this app will auto translate.  It appears that you must add in all words/phrases and conversions vs. auto translate, i.e. a Japanese tickets converts to English based on local language settings.

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