Getting Started

Using Issue Translator app, you can detect issue language and automatically translate customer messages and agent replies.

App Usage

1. Language Settings

After installation, you can enable Issue Translator per project and set your project language on the Settings page. Settings page can be opened as shown below. On the Settings page, you can apply fine-grained configuration for each project.

1.1. Jira Service Management Project Settings

For Jira Service Management projects Issue Translator app,

  • automatically detects customer language

  • stores the detected language in a field so that you can generate reports based on customer's language

  • translates customer messages into agent's language (inline=> visible to customer inside the customer's message or internal=> only visible to agent as internal note)

  • translates agent's reply into customer's language (inline=> visible to customer inside the agent's reply or internal=> only visible to agent as internal note)

Automatic translation of customer messages and agent replies can be enabled separately per project. For each project, you can specify your agent language. The app automatically detects the customer language and if it is different from the agent language, customer message is automatically translated into the agent language you specified. Once translation is enabled, you can further configure display mode of translated messages either to be inline(visible to customer) or internal(invisible to customer).

You can also define the languages that do not need any translation at all (for the languages that your agents can understand).

1.2. Jira Software Project Settings

In addition to Jira Service Management projects, Issue Translator app can translate issues in Jira Software projects too. Once you set the default language of a project, issue content(summary, description and comments) entered in a language other than the project language is automatically translated into the project language.

You can enable/disable automatic translation of issue description(and summary) and comments per project.  Once enabled, messages will be automatically translated into the project language. Translated text will be appended into the original issue summary, description or comment respectively.

You can also define the languages that do not need any translation at all (for the languages that your project members can understand).

2. Auto Translation

2.1. How Does It Work In Service Management Projects?

This app detects issue language and automatically translates customer messages, agent replies and issue content(summary, description, comment) accordingly.

Sample Use Case:

Customer from Japan gets support from an agent in UK.

  1. Customer raises request in Japanese. Customer’s request is automatically  translated into English.

  2. Agent replies in English. Agent’s reply is automatically translated into Japanese.

  3. Customer adds comment in Japanese. Customer’s comment is automatically translated into English.

You can configure display mode of translated messages either to be inline(visible to customer) or internal(invisible to customer).

2.1.1. Inline mode

In inline mode, customer & agent see both the original and the translated messages.

Sample Use Case:

  1. Customer raises request in Japanese. Customer’s request is automatically  translated into English and appended into description.

  2. Agent replies in English. Agent’s reply is automatically translated into Japanese and appended to the comment.

  3. Customer adds comment in Japanese. Customer’s comment is automatically translated into English and appened to the comment.

2.1.2. Internal mode

Sample Use Case

In internal mode, customer sees only translated agent’s replies whereas agent sees both original and the translated messages.

  1. Customer raises request in Japanese.

  2. Customer’s request is automatically  translated into English as an internal note.

  3. Agent adds a new internal note starting with translate: command

  4. Agent’s internal note is automatically translated into Japanese as agent reply.

 2.2. How Does It Work In Jira Software Projects?

After setting the default language of a project, issue content(summary, description and comments) entered in a language other than the project language is automatically translated into the project language. When summary or description of an issue is updated, translation is updated too.

Sample Use Case:

Gabriela from Portugal and Lorenzo from Italy work on the same project. Project admin sets project language to English.

  1. Gabriela creates a bug in Portuguese.

  2. Bug summary and description is automatically translated into English.

  3. Lorenzo solves the bug and comments in Italian.

  4. The comment is automatically translated into English.

By using this app, you can enhance the communication within your company which contributes to the effectiveness of the work done and productivity of the teams collaborating or exchanging information.

 

If you need help or want to ask questions, please contact us through our Service Management or via email to support@bloompeak.io.