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    by resolution Reichert Network Solutions GmbHfor Jira Cloud
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    resolution Reichert Network Solutions GmbH supports this app.

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

    Automatic translator of customer tickets, issues and internal/external comments

    Automatic translator of customer tickets, issues and internal/external comments

    Automatic translator of customer tickets, issues and internal/external comments

    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.
  • Reviews for cloud

    (5)
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    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

    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 Management (10 agents) on the same instance, you pay the 50-user price for apps.Note: While this app has features specific to Jira Service Management, 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.

    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.

    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 Management 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.

    Installation

    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 Translate Tickets - Jira Service Management Translation.
    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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