Google Translate for JSM Features

On the fly multi-lingual support

Eliminate communication barriers with your customers. No matter where they are. No matter what they speak. Multilingual

Google Translate for JSM Features

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Language Translation - Bilingual Mode

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
Translate every message between agents and customers and display the original text alongside its translation.

Invisible mode

Optionally choose when to translate agents’ responses to customers.
  • 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.
Invisible mode - Translate every message between agents and customers
Configurable Service Desk Languages

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 ...

Nikola Zavadska

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
Enable translations for select projects. Tweak every setting later.
Create queues based on the language(s) spoken by customers

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

Add automation rules using the Customer Language custom field.
  • Assign issues to native agents
  • Send e-mail notifications for rarely used languages
  • or build any other custom automation
Add automation rules using the Customer Language custom field

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