The app is called Taiwa Translation. It adds a panel to the sidebar of each ticket. The panel shows and controls the Taiwa extension from inside the ticket.
The app translates nothing by itself, and it holds no password and no key. Each agent also needs the Taiwa extension in their browser. See Install the extension and sign in.
Before you start
- You need an administrator role in Zendesk.
- You need the app package from Taiwa. For now the app is private, so you upload it yourself. A listing in the Zendesk Marketplace comes soon.
Install the app
- In Zendesk, open Admin Center.
- Go to Apps and integrations > Apps > Zendesk Support apps.
- Select Upload private app.
- Enter the name Taiwa Translation, select the package file, and select Upload.
- On the installation page, leave extension_listing_url as it is. This is the page that agents are sent to when the panel finds no Taiwa extension in their browser.
- If you want only some agents to see the app, set the role or group restrictions.
- Select Install.
Check that it works
- Open a ticket in the Zendesk agent workspace.
- Open the apps in the right sidebar. Taiwa Translation shows the tabs Voice, Messages and Settings.
If the panel says Taiwa isn't running in this browser, the extension is missing or signed out in that browser. See The panel says "Taiwa isn't running in this browser".
Agents can pin the app, so that it stays open on every ticket.