ITSM Issue Translation for JSM - Translate Customer Requests

Name: ITSM Issue Translation for JSM - Translate Customer Requests
Rating: 4 (8 reviews)

by resolution Reichert Network Solutions GmbH

for Jira Cloud

151 installs

Overview

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Installation

Cloud

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

GLOBAL CUSTOMER COMMS

Seamless communication between customers and agents.

Detect customer language (CL) for each request
Translate requests automatically into the project default language
Translate agent responses automatically into the customer’s language
Leverage the customer language custom field:
- Use JQLs to build language-based queues, localized SLAs, reports, etc.
- Trigger automations:
  - Auto-assign (i.e. German requests for German speaking agents)
  - Translate automated first responses

INTEGRATIONS

Issue Translation for JSM integrates seamlessly with other Marketplace apps and Atlassian products:

Halp. Translate directly from Slack! Agents only have to start their message with #translate
Chat for Jira Service Management. Chat live with customers from all over the globe.
Canned Responses Pro Templates. Translate canned responses starting each template with #translate, or use a template to type #translate with one click.

You can also try the sister app Issue Translation for Jira

Certification

CLOUD FORTIFIED

This app offers additional security, reliability, and support through:

Cloud security participation
Reliability checks
24hr support response time
and more.

View details

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

Security

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

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

Resources

Integration Details

ITSM Issue Translation 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

Gallery

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