Routing Tickets with Zendesk Language Detection
How can I use language detection to route tickets in Zendesk?
While Zendesk doesn't natively assign language properties to groups, you can create triggers to route tickets based on detected language.
For example, if a ticket is detected to be in Japanese, you can set a trigger to assign it to a Japanese support group. This involves setting conditions like 'Ticket is Created' and 'Requester Language is Japanese' to automate the process and ensure tickets are handled by the appropriate team.
More related questions
How does Zendesk detect an end user's language from an email?
Zendesk can automatically detect an end user's language from an email message. This feature is particularly useful for unregistered users or those without a set language preference. When an email is received, Zendesk first checks the…
What happens if Zendesk can't detect the language from an email?
If Zendesk can't detect the language from an email, it defaults to the account's primary language. This can happen if the email is too short or lacks a language header. In cases where the language is not supported or detected, the system will use…
Which languages are supported by Zendesk's email language detection?
Zendesk's email language detection supports a wide range of languages, including Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish,…
Can Zendesk detect language from the email subject line?
Currently, Zendesk's language detection focuses on the email body, not the subject line. This means that if the email body is empty or lacks sufficient text, the language may not be detected accurately. For users who often send emails with long…
What should I do if Zendesk detects the wrong language for a user?
If Zendesk detects the wrong language for a user, you can manually adjust the user's language settings. This is particularly important if the detected language is not supported by your account. Agents can edit the user's profile to set the correct…
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