Note: We've updated our pricing and packaging. This feature is available on Garden, Estate & Forest plans for customers who signed up before Nov 2nd 2020.

If you support users across multiple regions, you can customize your automated email notifications based on their language. For example, a requester whose profile language is set to French will get notifications and alerts in French, while a German requester would be notified in German. 

In order to dynamically notify users in their preferred language, you first need to add all the languages you plan to use, then edit the notification content for each language.

Quick Guide to Adding Supported Languages

If your plan allows you to support customers across multiple languages, you can add any number of "Supported Languages" in your service desk. This is in addition to your default primary language. Here's how:

  • Log into your support portal as an administrator.
  • Click on the Admin -> Helpdesk Rebranding.
  • Your default helpdesk language is listed as your Primary language. Click on Manage Languages to add more.

  • From the Supported Languages drop-down enter all the other languages you want to support and click Save.
  • Now you will be able to set up notifications in all these languages.

Quick Guide to Setting up Multi-language Email Notifications

  • Go to Admin > Email Notifications. 
  • Click on the icon representing the new language next to the notification you'd like to edit.

  • Edit the content for the notification.

  • If you leave a particular language's notification blank or choose not to edit it, requesters in this language will still receive notifications in your primary language.
  •  If you need to refer the primary notification, you can Show or Hide the original content by clicking on the link just below the toggle button.

  • Click Save to save your translation.

Keeping language-specific notifications updated

Whenever you edit the primary language notification, you can choose to flag all corresponding language specific notifications as Outdated.

A language marked in red next to a notification in the list or inside a specific notification indicates that the notification has been flagged as Outdated. Green represents up-to-date translations and grey indicates that no translations have been added for that particular language.

To mark a translation as outdated:

  • Check the box that says Mark translations as outdated.
  • Hit Save
  • Once you have edited the language specific notification, you can select the checkbox that says Mark this translation as up-to-date.

Note: Flagging a translation as outdated is for your reference only. Outdated translations will still continue to be used in notifications sent to requesters and agents until you update them. 

Setting the profile language for requesters

Freshservice automatically detects the requester's profile language the first time they raise a ticket with your helpdesk. All subsequent notifications are sent to this requester in their profile language. You can also manually edit the profile language of a user by editing their details.  

To manually edit the profile language of a requester:

  • Go to Requesters tab.
  • Click on the Edit button next to the requester whose language needs to be updated.
  • Language will be listed as an attribute, you can choose the language of the requester from the drop down list.
  • Hit Update.
  • Now all the email notifications to that requester will be sent out in the updated language (provided you've already added the content of the notification in that language).

To change the profile language of an agent:

  • Click on Admin > Agents.
  • Click on the Edit button next to the name of the agent whose language you want to edit.
  • Choose the agent's language from the language drop-down.
  • Hit Update.
  • Now the email notifications sent to this agent will be in this new language you've chosen.