Issue translator for JSM - translate customer requests

for Jira Cloud
134 installs
Cloud Security Participant
  • Supported
  • Jira Service Management

Automatic translation of customer tickets and agent replies. Boost Jira Service Management with a multi language customer portal

1. Customers open tickets in any language

2. Ticket is translated automatically to the project default language (🇩🇪 → 🇬🇧)

3. Ticket language is stored in a custom field

4. Agent response is translated within the ticket ( 🇬🇧 → 🇩🇪)

Multilingual ITSM + Jira Cloud Automation

Auto-assign requests to an agent who is native or fluent in that language.

Create queues based on the language of the ticket.

Escalate tickets based on language sentiment

Tags requests with most used keywords/phrases.

Seamless Translations in Tickets Google Translator

Choose between two modes:

1. Invisible mode only shows customers translated messages


2. Bilingual mode shows the original message from the agent & the translation.

*Easily enable multilanguage customer support*

More details

The app extracts keywords for each ticket and stores them in the project’s default language. This allows the creation of insights across languages. (Keyword extraction and ticket content analysis.)

For example, you can create reports based on:

  • Product names
  • Service catalog entries
  • Common issues

Use this to track how many tickets you have per keyword per language or simply across your entire project.

5 scenarios for powering a multilingual Jira Service Desk with automated translations:

  • Ensure multilingual support and peak/non-peak times.
  • Eliminate waiting times in Internal Help Desks
  • Escalate tickets to agents that don’t speak the customer language
  • Expand into new markets with remote customer support.
  • Extend insights by allowing managers to analyze tickets in non-spoken language. Improves FCRs (First Contact Resolution) globally. Over 100 languages and 1000s of combinations powered by Google’s Cloud Translations API. Get started with our guide, popular use cases, or try the sister app.
  • Privacy and security

    Privacy policy

    Atlassian's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner.

    Partner privacy policy


    This app is part of the Marketplace Bug Bounty Program. Learn more

    This partner has completed the Security Self-Assessment Program. Learn more


    Integration Details

    Issue translator for JSM - translate customer requests integrates with your Atlassian product. This remote service can:

    • View email addresses of users
    • Act on a user's behalf, even when the user is offline
    • Administer the host application
    • Administer Jira projects


    Choose to actively display both the original message and automatic translations of agent’s responses to customers in Jira Service Desk