How can I adjust JIRA's automation to skip assigning issues to out-of-office users?

Automatic language detection is a key feature of the Issue Translation app. Once installed, the app automatically detects the language in which tickets are submitted by customers. Ensure you've configured the app's settings to specify your project default language, and which additional projects don’t have to be translated. The app will support customer requests in any other language. More information: User Guide. Keep reading ⟶

Can Issue Translation automatically assign issues based on language?

Yes, the app can be used in combination with Automation for Jira to automatically assign issues written in specific languages to agents with the right language skills. For example, Chinese tickets can be automatically assigned to Chinese-speaking agents. More information: Automation and reports Keep reading ⟶

Is there a way to automatically revert an issue’s translation if it’s updated or edited?

The app’s translation editor gives agents full control over automated translations so that they can be edited and proofread, or completely reverted. More information: Proofreading and Improving Translations with the Editor Keep reading ⟶

Does Issue Translation support translation for additional custom fields?

Yes. Since March 2024, Issue Translation for Jira translates additional text-based custom fields included in the customer request. Keep reading ⟶

Can translation preferences be set for individual users to view issues in their preferred languages?

No, the app will only translate customer generated content to the project default language. If you’re interested in translating issues to the preferred language of your Jira users, have a look at our other translation app: Issue Translation for Jira Keep reading ⟶

Can I automate the generation of multilingual canned responses?

Yes. The app integrates seamlessly with native canned responses in Jira Service Management. Simply start the Canned Response with the command “#translate“ and store it as an internal comment to trigger an automated translation. Keep reading ⟶

How can Issue Translation be integrated with Slack for translating messages related to Jira issues?

Issue Translation for JSM can be connected to Slack with the use of the new JSM chat, formerly known as Halp. This flow allows to automatically translate messages to customers with the use of the #translate command More information: JSM Chat Keep reading ⟶

Can I see which languages are most commonly translated within my service desk?

Identifying the most commonly translated languages can easily be done with dashboard gadgets that exploit the “customer language” custom fields. Yes. To track this, simply build a JQL filter that includes every issue where the value for the “customer language” custom field is different to the project default language (ie. “en” for English). Then, include the customer language in the dimensions displayed for the resulting issues, and exploit the JQL in native gadgets or in reporting apps like Custom Charts for Jira or EazyBI More information: Automation and Reports Keep reading ⟶

How can I measure the overall impact of translations on issue resolution times in my service desk?

The most accurate way to measure the overall impact of translations on issue resolution times is to capture the average resolution time before the implementation of the app and compare it with the value of the same metric after the app has been implemented and rolled out. We are pleased to offer discount codes to facilitate this onboarding phase. Keep reading ⟶

What steps should I follow if the Issue Translation feature isn't working as expected?

If your translations are not working as expected, please double check the following aspects: The project where translations are failing has translations enabled The customer request that is not being translated is in a language different to the project default The customer request that is not being translated is in a language that is not being skipped as per the project settings The user creating the request is not an agent and has a customer role The requests is at least 50 characters long between summary and description If problems persist, please reach out to our support team here Keep reading ⟶

Issue Translation for JSM

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Issue Translation for JSM

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