Use ticket language details

3 min read
updated: Sep 18, 2024
HelpDesk
158 29

Language detection in HelpDesk simplifies ticket management by automatically recognizing the language of incoming messages. With your custom workflows, you can quickly route tickets to the right teams or agents who handle language-specific cases. No more guesswork in managing multilingual support — just focus on resolving tickets quickly and accurately.

How language detection worksLink icon

The language detection feature (supported by Text Copilot) automatically identifies the language of the first message in a HelpDesk ticket. You can manage multilingual support cases by detecting the language without human intervention. Once detected, you can configure workflows and assign tickets automatically based on the identified language.

First, when a new message reaches HelpDesk, the language detection feature analyzes the text — it automatically assigns the appropriate language based solely on the requester’s initial message.

The language detection in the ticket in HelpDesk.

Use the detected language as a condition in your workflows to route tickets to the appropriate teams or agents.

The language detection in workflows in HelpDesk.

Easily filter tickets by detected language or filter reports to analyze language-specific support trends.

The language detection in the “Reports” section in HelpDesk.

Everyday use cases for language detectionLink icon

Language detection might sound techy, but it’s super handy in everyday situations, especially in customer service and support. Here’s how it comes into play!

1. Multilingual support teamsLink icon

When a customer sends in a support request, the system can quickly figure out what language they’re using. Then, it directs the ticket to a support agent who speaks that language, so the customer gets help faster and without any language barriers. 

2. Regional supportLink icon

For companies working in different parts of the world, language detection in HelpDesk can automatically route customer questions to teams that know the local language and culture. This means customers get answers that not only speak their language but also fit their regional vibe.

3. Customer satisfactionLink icon

Language detection gets customers answers in the language they feel most comfortable in, so everything runs more smoothly, and everyone is happy.

4. Compliance and documentationLink icon

If you keep records of customer interactions in their original language, especially for legal stuff, then language detection helps organize and store these records properly. All tickets are easy to find in the correct language when needed. Follow regulations and be ready for any audits or legal checks.

Frequently asked questionsLink icon

Q: What languages are supported by the language detection feature?Link icon

A: The feature supports a wide range of languages. If you don’t see your language, please contact us in chat. 

Q: Can I use language detection in reports?Link icon

A: Yes, you can filter and analyze tickets based on the detected language within HelpDesk reports.

Q: What happens if the wrong language is detected?Link icon

A: You can manually adjust the language, and we recommend checking and refining your workflows if this happens frequently.

Q: What happens if the language isn’t detected?Link icon

A: If a ticket was created before the language detection feature was available or if the system cannot detect the language, it’ll be marked as “Not detected.”

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Track actions in the audit log

Keep track of your team's actions with HelpDesk's audit log. View detailed system logs to maintain control and accountability.

Read the article

Ticket rating

Ticket rating helps you gather feedback from your customers.

Read the article

Try HelpDesk today

Free 14-day trial Simple setup

You'll be in
good company

Companies using HelpDesk
HelpDesk tickets that are created with Shopify, Salesforce, LiveChat, and Messenger

Discover our text| products