Translate tickets in Gorgias (Beta)Updated 2 hours ago

If your customers communicate with your brand in multiple languages, Gorgias can automatically translate inbound and outbound ticket replies into your preferred language. You can specify other languages you understand to prevent tickets in these languages from being translated.

Requirements

• Available on all helpdesk plans
• All users can set their own language preferences

Setting your translation preferences

To generate translations in your helpdesk, specify the language that messages should be translated to, as well as which languages don’t need to be translated. For example, if you’re trained to answer tickets in English and French, you can set the default translation language to French, and add English to languages you know. This way, English tickets won't be translated, and every other language will be translated to French. 

Enable ticket translation 

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Profile, then select Your profile.
3. Scroll to Ticket translation settings, then click the toggle next to Enable ticket translations.
4. Click Save Changes.
   
   

Select a default translation language 

Select a default translation language that will apply to all tickets written in languages you don’t know. You can update this language at any time, and translations in your helpdesk will be regenerated to match.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Profile, then select Your profile.
3. Scroll to Translation settings, then click the drop-down menu under Default translation language.
4. Search for and select your desired language.
5. Click Save Changes.
   
   

Specify languages you know 

If you'd like to prevent tickets in certain languages from being translated, add the language to your profile.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Profile, then select Your profile.
3. Scroll to Translation settings, then click the drop-down menu under Languages you know.
4. Search for and select your desired language or languages.
5. Click Save Changes.
   
   

Translating ticket replies

Once you’ve assigned a default language and specified the languages you know in your profile, tickets in your helpdesk will be automatically translated. The subject line and all customer-facing messages will be translated, but internal notes won’t be.

Translate inbound messages 

Any ticket in a language that wasn’t specified in your profile will be translated automatically when you select it from the ticket view. Translated tickets will have a Translation icon in the upper-right corner of the ticket. To see the original message or re-generate the translation, follow the steps below.

1. Select a translated ticket from the ticket view.
2. Click the Translated from text along the bottom of a message in the conversation.
3. Select either See original or Re-generate translation.
   
   

Translate outbound messages 

If you’d like to reply to your customer in the language they’ve used, you can generate a translation for your reply before you send it. If you need to make adjustments to the content after it’s been translated, click the Show Original icon, edit your message, then translate it again.

1. Type your reply in the message area.
2. Click the Translation icon in the formatting toolbar in the bottom-left corner of the message area.
3. Search for and select the language you’d like to translate to.
4. When your message is ready, click Send.