Multilingual Ticket Management and Duplicate Prevention in Jira

[François-Olivier Hoizey]

Hello,

We are using Jira in our company with a team of French developers and business teams/users from several different countries: France, USA, UK, Germany, Switzerland, Japan, Russia.

Each team creates tickets in their own language, which causes a lot of disorder. Teams also struggle to know whether a ticket has already been opened by someone else, potentially in another language.

We have enforced the use of either French or English, but it remains far from ideal.

My questions are:

• How can we ensure that tickets, regardless of their original language, are displayed in the user's preferred language? This would require automatic translation for the description, titles, comments, etc.
• How can we make Jira suggest existing tickets when a user wants to create a new one to avoid duplicates? It should ideally handle multilingual searches.

Thank you.

[Valerie Knapp]

Hello @François-Olivier Hoizey , welcome to the Atlassian Community and thanks for your post. 

I have experience with this scenario as I work for a Spanish company, in Italy, for Italian customers who also sometimes want a multilingual support desk. 

It is possible to configure the service desk project to have more than one language. I would imagine you are already aware of this but here is the documentation anyway https://support.atlassian.com/jira-service-management-cloud/docs/change-your-service-projects-default-language/ .

What this does or should do is that based on the language preferences of the user in the service desk portal, customers should see the forms and the settings of the service desk in their preferred language. I wonder, however, if the problem is more on the agent end. Are your agents wanting to see all of the tickets in the same language or can they work in French and English? 

In terms of the having the possibly to compare two duplicate tickets which are written in different languages, I don't think this will be possible in the standard configuration of JSM. You may need an app or a custom development for this.

I hope others also respond to you about this topic because we're also always interested in new ways to facilitate this way of working, which in Europe is very common. Thank you for the question. 

Best wishes

[François-Olivier Hoizey]

Thank you. Ideally, the best solution would be to allow each user to view Jira tickets in their own language. However, if that's not feasible, providing them in English would already be a significant improvement.