Translate incoming tickets on the go to support your global workforce

TABLE OF CONTENTS
Where can you find it?
How to use?
Translate content while responding to tickets

Note: This is a part of the Freddy Copilot add-on. Learn more

Freddy Translate helps translate conversations on tickets for globally distributed teams. Access incoming tickets in your preferred language. By simplifying cross-regional communication, reducing response times, and improving employee satisfaction, Freddy Translate transforms the support experience for global teams.

Where can you find it?

1. Navigate to Admin > Freddy AI
2. Enable the toggle for Translator

How to use?

1. When an incoming ticket is in a language (or) in languages different from the logged in agent’s preference service desk language preference, you will see a Translate option on the top of the ticket. Clicking on this will translate the entire ticket for you. 
   
   

   
   

   

2. You can also translate parts of the ticket thread using the Translate options available in each ticket response. 

3. If you want to flip the ticket or parts of the ticket thread back to the original version, you can click on Show orignal.

Translate content while responding to tickets

While responding to tickets from requestors, agents can opt to type out the text in their language of preference, say English, and translate it back into the language used by the requester while raising the ticket. 

Note:
We support the detection and translation of tickets only for service desk languages supported.
We do not support translations for attachments.
The maximum number of characters in a content block (descriptions, responses) to be translated should be less than 50K.