This article outlines how Freshservice supports multi-language translation and provides detailed information on how translation functions across various parts of the application.
TABLE OF CONTENTS
How translation works
Freshservice allows administrators and users to configure language preferences, enabling content and interfaces to be displayed in multiple languages. This feature enhances accessibility, improves communication, and ensures consistency across the platform for diverse audiences.
Key highlights of multi-language support:
Customizable language settings at both account and user levels.
Manual translation options for structured, persistent content.
Automatic translation for conversational elements and AI-generated responses.
Translation mechanisms across Platform areas
Freshservice provides translation support across various parts of the platform. The table below outlines how translations work in each area.
Translation in specific areas
User interface content
User interface content includes standard Freshservice content visible to users. It is automatically displayed in the language set by the logged-in user, regardless of the account's primary or secondary language settings.
For example- If a user sets their language to Japanese, all user interface content will be displayed in Japanese.
Configurable long-term content
User-entered content refers to structured, long-lived content that is created and managed by admins or agents within Freshservice. Admins and agents with appropriate privileges can enter content in secondary languages. This includes custom fields, dropdown values, and solution articles.
For instance, if a solution article titled "Managing Multiple Companies" is created in English, an admin or agent with privilege to set languages will have the option to create the solution article in the selected secondary languages. A Translate option will be visible beside each of your set secondary Language as shown in the following image.
Multiple language support is available for the following user-entered content:
Custom fields. For more information, see Configure Multilingual Forms
Email notification. For more information, see Configuring Multilingual Email Notifications.
Solution article. For more information, see, Managing Your Knowledge Base in Multiple Languages.
End user portal elements, see Build portals on the fly the no-code way
Service items
Note: The languages must be added as secondary languages for the Service desk, so that agents can enter the required content in the respective language.
Ticket and Interaction content
Conversational content refers to messages exchanged between agents and requesters. Examples include ticket subjects, descriptions, conversations, and fields in tickets and problems, changes, or releases details. For more information, see Translate incoming tickets on the go to support your global workforce
For example: If an agent working in English encounters a ticket in another language, they can click Translate to view the conversation in their preferred language.
Freddy-generated content
Freddy, Freshservice’s AI-powered assistant, generates responses based on user queries. These responses are generated in the language set at the user level. The following image shows an example.
Manage language preferences
Freshservice allows language preferences to be configured at two levels:
Account level
User level
Account level
The account level settings in Freshservice allow administrators to define the default language preferences for the entire service desk.
The following types of language settings are available.
For more details, see List of Languages Supported in Freshservice.
At the account level, you can define the default language for your service desk:
Go to Admin. The Global settings page appears.
If your account has multiple workspaces, go to Global Settings > Account Settings > Service Desk Rebranding > Service Desk Settings.
Click Manage Language.
In the Set Primary Language section, download the translation file and add translations for your supported languages.
Upload the translated file to the appropriate language.
Click Save.
Note: The language set at the account level is determined by the language preference chosen when the customer first created the trial account.
User level
Users can set their language preferences at the user level, which will override the account's primary language. This allows users to interact with the platform in their preferred language, regardless of the default language set by the organization.
Note:
Contact your organization administrator if you don't have the necessary permissions to modify user-level language settings.
Agents with user management privileges can edit the language settings for other users.
