Translate ticket messages and replies in Freshdesk

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Table of Contents

Read the customer's message

Open the ticket. Taiwa adds the translation under each customer message, with the label TRANSLATED.

A German message and its translation in Freshdesk

A Spanish message and its translation

Choose what you see

In the Taiwa panel, open the Messages tab and select Both, Translation only or Original only. You can also select the link next to TRANSLATED in the ticket.

The ticket with the Messages tab of the panel

Write and translate your reply

  1. Select Reply, and write your reply in your own language.

A reply in English, with the Translate button

  1. Select Translate in the toolbar of the reply editor, or Translate my draft in the panel.
  2. Taiwa puts the translation in the editor. Read it, and edit it if necessary.

The reply after translation, with the Undo button

  1. Select Send.

To get your own text back, select Undo.

Which language Taiwa translates into

Taiwa translates your reply into the language of this ticket's customer. The Messages tab shows it under Customer writes in.

  • If Customer speaks is set to Auto-detect, Taiwa finds the language from the customer's messages.
  • If Customer speaks is set to one language, Taiwa uses that language for every ticket. Change it on the Settings tab when you work on tickets in many languages.
  • The arrow beside Translate opens a menu. Under Customer writes in, you can select the language for this ticket only.
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