ITSM Language Translation for JSM Translate Customer Request

for Jira Cloud
251 installs
  • 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


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


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

You can also try the sister app Issue Translation for Jira



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


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
  • Administer Jira projects


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