Can I see which languages are most commonly translated within my service desk?

Identifying the most commonly translated languages can easily be done with dashboard gadgets that exploit the "customer language" custom fields. Yes. To track this, simply build a JQL filter that includes every issue where the value for the "customer language" custom field is different to the project default language (i.e., "en" for English). Then, include the customer language in the dimensions displayed for the resulting issues, and exploit the JQL in native gadgets or in reporting apps like Custom Charts for Jira or EazyBI.

More information: Automation and Reports

Is there a feature to monitor the sentiment or tone changes before and after translation?

Yes: the app contains an experimental feature that captures the customer sentiment after each interaction.

More information: Getting Started

How can I measure the overall impact of translations on issue resolution times in my service desk?

The best way to measure the overall impact of translations on issue resolution times is to capture the average resolution time before the implementation of the app and compare it with the value of the same metric after the app has been implemented and rolled out.

Can I track which issue types are most frequently translated?

Yes. To track this, simply build a JQL filter that includes every issue where the value for the "customer language" custom field is different to the project default language (i.e., "en" for English). Then, include the issue type in the dimensions displayed for the resulting issues, and exploit the JQL in native gadgets or in reporting apps like Custom Charts for Jira or EazyBI.

Is there a way to visualize volumes of translated requests over time to identify peak periods for resource allocation?

Yes. To track this, simply build a JQL filter that includes every issue where the value for the "customer language" custom field is different to the project default language.

How does the app provide insights on translation accuracy, and can users rate translation quality?

Translation quality is not monitored by the app. Feel free to raise a feature request here if you’d like to have this feature in the app.

Can I get a breakdown of translation languages used to identify our customer's primary language needs?

Yes. To track this, simply build a JQL filter that includes every issue where the value for the "customer language" custom field is different to the project default language.

How does the app provide insights on translation accuracy, and can users rate translation quality?

Translation quality is not monitored by the app. Feel free to raise a feature request here if you’d like to have this feature in the app.

Can I get a breakdown of translation languages used to identify our customer's primary language needs?

Yes. To track this, simply build a JQL filter that includes every issue where the value for the “customer language” custom field is different from the project default language.

How can I report on the cost savings or efficiency gains achieved by implementing automated translations?

Reporting on the cost savings or efficiency gains achieved by implementing automated translations varies very significantly from company to company. As a general direction, note that agents do not need to be selected based on their technical skillset in addition to a strong linguistic background, since the app reduces cultural and linguistic barriers and allows agents to interact with customers around the globe, no matter what they write.

What kind of analytics are available for monitoring translation usage by project or team within Jira Service Management?

Dashboard gadgets or project reports in JSM can be used to monitor the amount of tickets created in a specific language, or even for the overall amount of tickets created in a language other than the project default language.

Is it possible to track the evolution of translation quality over time as the machine learning models improve?

We recommend following the Google Translate release notes to be aware of the evolution of translation quality.

Is there support for integrating translation analytics with third-party dashboard tools for consolidated reporting?

Third-party tools can access the Jira REST API and obtain information about the customer language of tickets.

Is it possible to correlate translation metrics with customer satisfaction scores or service level agreements?

We recommend considering the creation of specific SLAs by language, such that your company can measure the effectiveness of your ITSM and ESM processes by region.