After installing the app, all your service desk projects will be prepared to use it, but it will be disabled initially.
To change that for the projects of your choice we recommend to press the "Get started"-Button and enter the On-Boarding.
Alternatively you can also select a service desk project, go to project settings and there click on "Translation for JSD".
In this case you can jump to step 2 chapter two below.
1. Come on board!
The first thing you will have to do to get up and running is to enable the translation for specific set in your Google API credentials.
They are necessary because we use the Google translation API in our backend.
Click on "Learn here how to obtain Google API Credentials" if you don't have them already.
Save them and click Next.
1.2 Enable Translation for Service Desk Projects
In the select box you will find all your service desk projects.
Choose one, change the main language and disable translation directions if appropriate, and then click on “Enable Project for Translation“.
That's it! You You are basically done. From then on requests and comments of languages other then the main language will be translated to the main language.
After that you can switch to the next project and do the same.
1.3 Advanced Settings
If your service desk is multi lingual or you want to enable experimental features like "Sentiment Analysis" then you can do that in the Project Settings.
As you might have noticed, after enabling the project the Enable button of the form changed to
Click on it and it will open the Settings.
If you click on Next, you get further information about custom fields and what you can do with them.
This page you can either reach from the on-boarding or by clicking on the "Language Translations for JSD" link in the project settings.
Credentials, translation directions and main language
Here you can can update your your Google Api Credentialscredentials, modify the translation directions and change the main language,
which you may have set by going through the on-boarding already.
2.2 Agent languages
You can can add more “Agent Languages“, languages that your service agents speak and therefore don't have to be translated.
The custom field "Customer Language" is populated also for agent languages.
That means that you can automatically route incoming requests to service agents that speak this language. Here you find how how you can do this.
2.2.1. Translate agent languages as internal comment
Since version 1.1 and if selected, agent languages can also be translated into the main language, but as internal comment.
That way, agents only speaking the main language, can still follow what other agents in one of the other agent languages are doing.
3. Advanced Settings
3.1. Project user and Language Detection
Since version 1.1, a project user needs to be selected. The default selection here is the first project administrator found for the project.
It can be any other user with a project role different from the customer role.
Language detection sometimes produces false results, if a customer has a big email footer with content in another language.
For instance a Dutch customer writing in English, have an email footer in Dutch.
Using only the first 120 characters of a text is a good default value for preventing that, but you may change the settings here according to your needs.
3.2. Experimental Functions
You can also experiment with some more advanced features using AI.There are two AI experimental functions: Language Sentiment and Key Phrases. Both are based on the Microsoftusing Microsoft's Azure Text Analytics .API:
Language Sentiment and Key Phrases
Language Sentiment measures the sentiment of incoming requests and responses of customers and places them in two custom fields: Initial Sentiment and and Last Sentiment.
Once enabled the fields are shown in the issue. And they can be used for automation and reporting.
Key Phrases try to extract the meaning of requests and responses and place them in key phrases. They are shown as tags and can be addressed like such.
We are ourselves interested in use - cases of these features as ourselves, they are fairly new and also on Azure side develop fast. If and if you are interested in exchange or need further features, please get in touch with use.