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Xander
August 13, 2020
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Agent Workspace - Integrated translator

Related products:Support
  • August 13, 2020
  • 2 replies
  • 19 views

Good day all,

 

We have been using Zendesk for a few years now, and we are starting to dive into it more deeply. We want to start using the new Agent Workspace feature but as it turns out, we will lose the integrated translate function. This is very important for us because we work mostly international and many of our customers do not speak English. I am sure more companies that use Zendesk will have the same issue.

 

That's why we would like to request that a translate function gets added to the Agent Workspace feature. We are aware of the Google Translate extension workaround but this is not something that we can use properly when one agent has 5 customers in the live chat that cannot speak English.

 

We sincerely hope you other Zendesk users agree to this and want to see it added as well!

      2 replies

      L
      Leah14Employee
      Employee
      August 21, 2020

      Hi Xander, 

      Thanks for the feedback! Our product team understands that this feature gap that currently exists between Agent Workspace and the Chat/Support UI interface is something that's important to our customers. While we don't have a timeline that we can share at this time, this is something that we are planning to address. 

      Stay tuned for another update once we have it!

      A
      Ayush11Employee
      Employee
      November 6, 2020

      Hi Xander, 

      Happy to let you know that we have enabled Native translations in Agent Workspace. Agents will now be able to communicate in the End User's language for conversations coming through Chat / Social Channels.

      More information can be checked here. 

      Regards,
      Ayush

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