What steps should I follow if the Issue Translation feature isn't working as expected?

If your translations are not working as expected, please double-check the following aspects:

• The project where translations are failing has translations enabled.
• The customer request that is not being translated is in a language different from the project default.
• The customer request that is not being translated is in a language that is not being skipped as per the project settings.
• The user creating the request is not an agent and has a customer role.
• The request is at least 50 characters long between summary and description.

If problems persist, please reach out to our support team here.

What should I do if translations are not accurate or contain errors?

By their own nature, automated translations are never 100% perfect. That’s why Issue Translation for JSM offers several options and safeguards:

• Agents always receive the original customer message in addition to the translation. This can help disambiguate inaccurate translations.
• The bilingual mode provides the same experience to customers.
• The translation editor allows agents to translate their message, and then proofread and improve the translation. In addition to this extensive feature set, we recommend using simple, short sentences and unambiguous terminology whenever possible.

Is there guidance available for integrating Issue Translation with other Jira apps or services?

Integration guidance with other Jira apps or external services is covered in the Integrations section.

How can I troubleshoot issues with automatic language detection?

While automatic language detection is 98% accurate per our tests, it can still make a wrong assessment between similar languages, or when customer requests are very short. In this case, don’t hesitate to correct the value of the customer language using the two-letter language codes contained in the list at the end of the User Guide. If detection fails regularly, please reach out to our support team here.

Can I report a translation quality issue for a specific language?

While the translation is handled by Google Translate and resolution has no power to make direct improvements or suggestions, there are some possible improvements to the app that can significantly increase translation quality. Specifically, we are considering the addition of a glossary or translation memory, such that:

1. Customers can mark which terms should not be translated (i.e., product names, industry jargon).
2. Customers can set translation equivalents for specific terminology.

Feature request: Please vote for the glossary feature by raising a support ticket here.

How do I access support for the Issue Translation app, and what information will they need?

You can reach out to our support team here or request a demo here.

What’s the best approach if translations are not updating in real-time as expected?

If translations don’t appear in Jira as expected, please make sure that:

• The project where translations are failing has translations enabled.
• The customer request that is not being translated is in a language different from the project default.
• The customer request that is not being translated is in a language that is not being skipped as per the project settings.
• The user creating the request is not an agent and has a customer role.
• The request is at least 50 characters long between summary and description. If problems persist, please reach out to our support team here.

How can I fix incorrect automatic language detection for issues or comments?

In the settings, make sure that the string length used for language detection is of at least 40-50 characters. If problems persist, please reach out to our support team here.

Why does the translation quality seem lower for specific languages?

Rare languages can have a significantly smaller training corpus. However, their inclusion in Google Translate ensures that most professional situations can be handled efficiently.

Can I revert a translation back to the original language directly within the app?

Yes. The translation editor allows reverting a translation back to the original response written by the agent.

How can I bypass the translation feature for specific keywords or phrases?

While it’s currently not possible to bypass the translation feature for specific keywords or phrases, this would be one of the core features of a translation memory or glossary. Vote for this feature here.

Why are translations failing for attachments or embedded content in issues?

It’s currently not possible to translate attachments or embedded content. Vote for this feature here.

Can I exclude certain issue fields from being automatically translated?

It’s not possible to exclude issue fields that are included in the customer request form. The app will translate:

• Summary
• Description
• Short text fields
• Paragraph fields

What if the translation feature interferes with other Jira workflows or automations?

We have experienced sporadic errors with the automatic translations when racing conditions occur with Automation rules. If you experience a similar problem, please raise a support ticket here.

Is there a diagnostic tool or log to help identify why certain translation features might fail?

Yes, the app has extensive logs that are used to diagnose errors. If you experience errors or failed translations, please submit a ticket here with the ticket number, and our support team will help you troubleshoot the situation.