ITSM Language Translation for JSM Translate Customer Request

by resolution Reichert Network Solutions GmbHGold Marketplace Partner
for Jira Cloud
297 installs
  • Supported
  • Jira Service Management
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

1. Ticket translated to project default language, including paragraph and short text custom fields (🇩🇪 → 🇬🇧)

2. Ticket language stored in custom field

3. Agent response 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

OR

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 language of each request
  • Translate requests into the project default language, including text custom fields
  • Translate agent responses automatically into customer’s language
  • Leverage the customer language custom field:
    • Use JQLs for language-based queues, localized SLAs, reports...
    • 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:

  • Jira Service Management Chat. Translate directly from Slack! Agents only have to start their message with #translate
  • Canned responses. Translate canned responses starting each template with #translate, or use a template to type #translate with one click.
  • Also integrates with Appfire’s Chat for Jira Service Management and Canned Responses Pro Templates.

You can also try: 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.

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

Resources

Integration Details

ITSM Language Translation for JSM Translate Customer Request 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
  • Delete data from the host application

Gallery

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