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Sometimes we get tickets in Japanese or Russian. Unfortunately, as cool and diverse as our support team is, those languages are not in their mix.
To eliminate these type of language barriers for global support teams we recently developed Language Translations for Jira Service Desk.
In its original design, the app translates any tickets written in a language we don’t master. As a result, we can read the problems of our Japanese or Russian customers, and they can read our original responses in English together with a canned translation into their mother tongue.
It’s a bilingual mode where the automated translation is communicated transparently and supported with the original message.
To accommodate the use cases of our growing user base, simplify ticket communication and improve customer experience, we’re introducing a new flow that we call invisible mode and a new command that will give agents to ability to decide which of their messages will be translated.
Let’s have a look.
In invisible mode, agent messages will only be translated when they are tagged with the command #translate and saved as internal comments. This gives agents total control over how they communicate with their customers, and make the app much more flexible and context-sensitive.
In the example above, the customer will receive a message from the agent with the translation of the internal comment.
Here are the reasons why you should consider adding this to your support process:
In invisible mode, the language barrier will disappear from the support experience of your customers, who will only see responses in their own language. No “automated translation” label and no original message from the agent.
In the case below, it looks like the customer and the agent are having a support conversation in Portuguese. Great!
But on the back, the agent is actually writing their responses in English.
A complex ticket where every message is doubled into two languages can be hard to follow. Why should translations add complexity and noise to the communication with your customers?
When every message is clean, longer ticket threads are as easy to read as originally designed in JSD.
The Invisible mode will keeps a minimum flow of notification: the customer will only receive one email notification for each message sent by the agent, independently of whether it is a translation or not. This provides consistency with the JSD experience.
To benefit from this option, simply:
Download the latest release of Language Translations for Jira Service Desk from the Atlasian Marketplace.