eDesk’s Auto-translation tool allows you to go global and support your customers in multiple languages. Read on to find out how it works.

This help file will talk about the language support in eDesk's Auto-translation tool and the translation tool we use.


Before you start

 
  • You’ll need to be on the eDesk Professional or Enterprise plan to access Auto-translation. To find out more information, click here. 

01 What is eDesk's Auto-translation?

For an introduction to eDesk's Auto-translation and instructions on how to use it to translate your customer messages, click here

02 What languages do we support?

The Auto-translation tool in eDesk is built using Google Translate. As of April 2021, Google Translate supports 109 languages at various levels. The most well-supported languages are those that are among the 24 official languages of the European Union.

03 Accuracy

Auto-translation is still not as accurate as human translation; however, we have found Google Translate to be accurate for widely-spoken European languages, e.g.,  French/English, Italian/English, etc. English as a source or target language delivers the best results.

There is good support also for Chinese and Africaans. For languages where the Google translation is not 100% accurate, generally, it successfully conveys the gist of the message, even if the grammar isn't perfect.

By default, eDesk's Auto-translated messages begin with a caveat that covers you for any translation inaccuracies. This message is displayed in the target language and will read something like "'Please excuse our limited knowledge of the German language'" before displaying the translated version of your message. You can disable this caveat if you like; for instructions on how to do this, click here.

04 Optimizing your messages for Auto-translation

You can help produce the most accurate Auto-translation of your responses, by:

  • Using short, simple sentences.

  • Avoiding slang and colloquial language.

  • Correcting typos or spelling mistakes in your original (untranslated) reply.

  • Prefixing names of people, products, stores, or marketplaces with a capital letter.

  • Avoiding metaphors or idioms, e.g.,  " You're flying through the order process!", "We're over the moon that you're happy with our service."


Further Readings


To learn how to auto-assign tickets to Support Agents based on language, click here.

To learn about the different ways you can respond to your customer's messages in eDesk, click here.