Multilingual Capability

Create content in your customers' language.
Present your individually defined system elements on your user interface in both system languages and enable multilingual notifications to users as well.

Multilingual notifications to requesters and users

In order to make notifications available in multiple languages, you first need to add and activate the desired support languages, and then edit/translate the desired content of the message. For each activated support language, a separate language tab is available for the content that can be used in notifications.

Which content is language-based or can be provided in several languages in notifications?:

• Templates for notifications
• Text blocks for notifications
• Placeholders
• Groups
• Ticket Properties
• Canned Replies

Automatic language detection for support requests from new customers

For support request from new customers (i.e. without saved customer profiles) via an e-mail channel, the language of the new requester is automatically determined by the system. This enables the confirmation of receipt of tickets to be sent in the language of the new customers, provided this e-mail notification is activated. If the recognized language is a support language that you support, that language will be used for the notification and automatically defined as the support language in the profile of your new customer (for a possible language change, see under Manage Customers). If you do not support the detected language as a support language, the support language defined as Fallback will be used.

Note: Automatic language recognition is not possible for requests via a Facebook channel.

Provision of individually defined system elements in both system languages

In order to save and list names, descriptions, texts of newly added and/or customized elements in both system languages in addition to the elements already specified in the system, the following menu items have tabs for German and English (if both are activated):

• Ticket Properties
• Groups
• Ticket Views
• Customer Tags
• Languages
• Templates for notifications
• Placeholders
• Roles

Note: Please note that if you have activated several support languages, for ticket properties, groups, templates, text blocks, placeholders and canned replies tabs for your activated support languages are also available in addition to the tabs for the system languages!