On the fly multi-lingual support
Eliminate communication barriers with your customers. No matter where they are. No matter what they speak. Multilingual
We are proud to announce that we are the official Atlassian ITSM APP Partner of the Year
Issue Translation for JSM – Features
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Bilingual mode
- Communicate to customers that they're reading automatic translations
- Shows both on the agent view and on the customer portal
- The summary and description of Jira tickets will also be bilingual
- Easy to check for jargon, terminology or typos in the original
Invisible mode
- Messages submitted by the customer are not shown in bilingual mode to the agent.
- Agent messages are not translated unless the translation is triggered.
- Trigger translations with internal comments that start with #translate.
- When this happens, customers only see the translated message, not the message stored in the internal comment
- Neither the original message nor the automatic translation labels will be displayed in the customer portal.
Expand to
other channels
Customers communicate with your agents on multiple channel. Issue Translation connects to Halp, Chat for JSM and other tools to make sure your team is consistently multilingual.
Configurable service desk languages
Translate customer messages to the project default language
- Define the default language
- Skip translations for additional agent languages
- Enable translations for customer messages, for agent messages, or for both
… Now we don't need to go outside Jira Service Desk when we receive a ticket in a different language than English ...
Project settings
Enable translations for select projects. Tweak every setting later.
- Choose bilingual vs invisible mode per project
- Define different default languages, agent languages, and additional settings per project
Build language-based queues
Create queues based on the language(s) spoken by customers
- Automatic language detection
- Customer Language custom field for filtering issues
JQL Searches based on languages
Build powerful reporting based on regions and languages to spot trends and better understand your global customer base
Sentiment Analysis
We detect your customer´s sentiment when they raise an issue and in their most recent interaction. Use these insights to escalate critical tickets or measure the quality of your support. (experimental)
Tags with most used keywords / phrases
Extract the meaning of your tickets and store them as tags to make them easier to navigate. (experimental)
Automate assignments
- Assign issues to native agents
- Send e-mail notifications for rarely used languages
- or build any other custom automation
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