If you support users across multiple regions, you can enhance their experience by customizing automated email notifications in their preferred language. This article provides a step-by-step guide to configuring and managing multilingual email notifications in Freshservice.

Here's a quick youtube video on how to set up multilingual email notifications in Freshservice for a detailed visual demonstration.

Configurations for tickets and projects that cut across all workspaces can be configured globally. 


For example, user activation and agent activation emails that apply to the entire account can be configured globally.

To configure notifications specific to your workspace, you can configure email notifications at the workspace level.  


Article Overview

Adding Supported Languages

Adding multiple languages to your service desk enables you to provide personalized notifications based on user preferences.


If your plan allows you to support customers across multiple languages, you can add any number of Supported Languages to your service desk beside your default primary language. 


Follow these quick steps to add additional languages.


  1. Go to Admin > Account Settings > Service Desk Rebranding. 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Account Settings > Service Desk Rebranding

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Account Settings > Service Desk Rebranding


    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description. 
  2. In the section called Languages, click Manage Languages.
  3. Under Supported Languages, find and add all the languages you want to support.
  4. Click Save once you are done adding all the languages.



  5. If you use custom fields in your service desk, click on the download translation file option.
  6. Use the help of your IT team to configure the custom fields in the YML file.
  7. Once done, click edit near the secondary language and upload the translated YML file.
  8. Click Save.

Setting up Multi-language Email Notifications


You can customize email notifications for each language, ensuring effective communication with your customers in their preferred language.


  1. Go to Admin > Account Settings > Email Notifications.

    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Account Settings > Email Notifications

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Account Settings > Email Notifications


    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description.
  2. You will find the list of all default email notifications.
  3. All the supported languages added under helpdesk rebranding will be available here.
  4. Each notification has a list of languages that were just added in the previous section.
  5. Select the language you want to enable by clicking on the circular button. You can now start adding your content in the selected language.
  6. 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.
  7. You can also refer to the original content using the Show original content option on the right.
  8. Click Save to save your translation.


    Ensure that the email notification is turned “on” using the toggle button to start receiving notifications in multiple languages.


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.


Once you have edited the language-specific notification, follow these steps to mark a translation as up-to-date:

  1. Check the box next to the Mark this translation as up-to-date option on top of the email message.
  2. Click Save. 

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 when they first raise a ticket. All subsequent notifications are sent to this requester in their profile language. 


To manually edit the profile language of a requester,

  1. Go to Admin > User Management > Requesters.
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Account Settings > Requesters

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Account Settings > Requesters


    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description.
  2. Click on Edit next to the requester whose language needs to be updated.
  3. Language will be listed as an attribute; you can choose the language of the requester from the drop-down list.
  4. Click 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).

Setting the profile language for an agent


Similarly, you can change the language settings for agents, ensuring email notifications are delivered to them in their chosen language.


To manually edit the profile language of an agent,

  1. Go to Admin > User Management > Agents.
  2. Click on Edit next to the name of the agent whose language you want to edit.
  3. Choose the agent's language from the Language drop-down.
  4. Click Update.


    Now the email notifications sent to this agent will be in the new language you've chosen.