92
Customers have installed this app in at least 92 active instances.
92
Customers have installed this app in at least 92 active instances.
    by resolution Reichert Network Solutions GmbHfor Jira Cloud and Jira Server 7.3.0 - 8.12.3
    Supported
    resolution Reichert Network Solutions GmbH supports this app.

    Get support

    Jira Service Desk
    This app is compatible with Jira Service Desk.
    Supported
    resolution Reichert Network Solutions GmbH supports this app.

    Get support

    Jira Service Desk
    This app is compatible with Jira Service Desk.
    Unsupported
    Jira Service Desk
    This app is compatible with Jira Service Desk.

    Multilingual Jira Service Desk. Automatically translate customer tickets, issues and comments internal & external

    Multilingual Jira Service Desk. Automatically translate customer tickets, issues and comments internal & external

    Multilingual Jira Service Desk. Automatically translate customer tickets, issues and comments internal & external

    How does it work?

    Practical & Custom Features

    Seamless Translations in Tickets

    1. Customers write to the agent in native language (🇩🇪)

    2. Translations are added to agent’s ticket in native language (🇬🇧)

    3. Agent responds in (🇬🇧)

    4. Customer views response in (🇩🇪)

    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 key words/phrases.

    Choose between two modes:

    Invisible mode only shows customers translated messages

    OR

    Bilingual mode shows the original message from the agent & the translation. (scroll to next image for screenshot)

    How does it work?

    Practical & Custom Features

    Seamless Translations in Tickets

    1. Customers write to the agent in native language (🇩🇪)

    2. Translations are added to agent’s ticket in native language (🇬🇧)

    3. Agent responds in (🇬🇧)

    4. Customer views response in (🇩🇪)

    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 key words/phrases.

    Choose between two modes:

    Invisible mode only shows customers translated messages

    OR

    Bilingual mode shows the original message from the agent & the translation. (scroll to next image for screenshot)

    More details

    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
  • Provide level 2 and level 3 support by allowing agents to communicate and escalate cases internally even with a language barrier
  • Expand into new markets with remote customer support.
  • Extend insights by allowing managers to analyze tickets in non-spoken language. This can improve FCRs (First Contact Resolution). Over 100 languages and 1000s of possible combinations powered by the Cloud Translations API by Google.Get Started with our guide, popular uses cases.
  • More details

    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
  • Provide level 2 and level 3 support by allowing agents to communicate and escalate cases internally even with a language barrier
  • Expand into new markets with remote customer support.
  • Extend insights by allowing managers to analyze tickets in non-spoken language. This can improve FCRs (First Contact Resolution). Over 100 languages and 1000s of possible combinations powered by the Cloud Translations API by Google.
  • Get Started with our guide, popular uses cases.

  • Reviews for cloud

    (4)
    Sign in to write a review
    by Nikola Zavadska on 2020-10-22
    Nice app that helps us level up our customer support. Now we don't need to go outside Jira Service Desk when we receive a ticket in a different language than English. The conversation is much faster and seems seamless. The setup was easy and vendors support help answer all questions. Can recommend 👍
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    Cloud Pricing

    Server Pricing

    Data Center Pricing

    10 users$1025 users$16050 users$300100 users$550250 users$1,100500 & upAdditional pricing details
    Up to 10 users
    $2.5
    monthly flat fee
    Free 30 day trial
    11 - 100 users
    $1.25
    per user/month
    Free 30 day trial

    Pricing FAQ

    How does cloud app pricing work?

    Cloud apps are sold as a monthly or annual subscription. You are eligible for support and automatic version updates as long as your subscription is active.

    When your subscription renews each month, you are automatically billed for apps based on the number of users in your instance.

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my cloud pricing?

    Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Desk (10 agents) on the same instance, you pay the 50-user price for apps.Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for licensing across maximum users still apply.

    The pricing structure for cloud apps is as follows:

    • Monthly subscriptions with up to 10 Atlassian product users are billed at a flat rate price.
    • Monthly subscriptions with more than 10 users are billed per user, starting at the first user.
    • Monthly subscriptions with more than 100 users are billed per user. The table above provides example pricing at various user levels.

    Annual subscriptions may offer a discount depending on the number of users purchased.

    Do you offer academic, community, or open-source licenses for cloud apps?

    Yes. Academic, community, and open source licenses are available to qualifying organizations. See our Purchasing & Licensing FAQ for more information.

    Can I extend my free trial?

    For cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed by a user, and we provide a free evaluation period. This is a minimum of 30 days and ends on the second billing cycle after you first subscribe to the app.

    Pricing FAQ

    How does server app pricing work?

    Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing?

    Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Desk (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.

    Can I install this app in a Data Center product?

    This app does not have a Data Center approved version. Only apps meeting a set of performance requirements for large, clustered environments are approved for Data Center.

    However, while server apps are built for single-server deployments, many customers successfully install them in Data Center products. If you're using a Data Center product, Atlassian recommends you contact the vendor to determine compatibility at scale.

    Learn more about Data Center approved apps

    What type of license do I need if I'm using this app in a Data Center product?

    Because this app does not have a Data Center approved version, you should purchase a Server license if you decide to install this app in a Data Center product.

    Learn more about Data Center licensing

    Do you offer academic, community, or open-source licenses for server apps?

    For server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.

    Community and open-source licenses are available for server apps. Learn more about community and open source licenses.

    Can I extend my free trial?

    For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

    How can I buy apps for my legacy Jira Server or Confluence Server license?

    If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

    • Purchase the app at the non-legacy Unlimited (10000+ users) tier.
    • Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.

    Learn more

    resolution Reichert Network Solutions GmbH provides support for this app.

    resolution Reichert Network Solutions GmbH provides support for this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Versions

    Jira Cloud Released 2020-10-13

    Summary

    Send “invisible translations” to your customers with #translate

    Details

    • Introducing modes: You can now choose between a bilingual and an invisible mode for your customers' experience in the Jira Service Desk portal. While the bilingual mode displays original messages alongside their translations, the invisible mode will only send out translations when they are proactively triggered by an agent. This will also minimize the number of email notifications to the customer.
    • New configuration improvements: We noticed that some people had trouble understanding the options in the configuration UI, so we have improved the wording and descriptions, and added illustrations with the agent and customer view for each of the translation modes.
    • Scope "Act as User" now required: In order to implement the new invisible mode, our app needs to be able to post messages on behalf of your agents. You can operate the app without giving consent to this, but translated agent messages in invisible mode will then be sent as the app user, which might confuse customers.

    Versions

    Version 1.1.2 Jira Server 7.3.0 - 8.12.3 Released 2019-09-05

    Summary

    Internal translations for non-main language comments, better language detection

    Details

    • New feature: Adding translation of comments as internal comments. This helps agents that only speak the main language understand what other agents are doing.
    • Improvement: Introduced character limit for language detection to avoid incorrect language detections due to foreign language email signatures.
    • Improvement: (Server-only) Process translations asynchronously. This leads to faster comment added event processing, but a user might have to refresh the UI after adding a comment.
    • Small bugfixes

    Note that versions 1.1.0 and 1.1.1 were private releases.

    Installation

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new apps or Find new add-ons from the left-hand side of the page.
    4. Locate Language Translation - Jira Service Desk via search. The appropriate app version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for Language Translation - Jira Service Desk. You're prompted to log into MyAtlassian. Language Translation - Jira Service Desk begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.

    To find older Language Translation - Jira Service Desk versions compatible with your instance, you can look through our version history page.

    1. Log into your Jira instance as an admin.
    2. Click the admin dropdown and choose Add-ons. The Find new apps or Find new add-ons screen loads.
    3. Locate Language Translation - Jira Service Desk.
    4. Click Free trial to download and install your app.
    5. You're all set! Click Close in the Installed and ready to go dialog.

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