Plans and permissions:
- Add-on: Copilot, billed separately
- Turn on translations: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings
- Upload a translations glossary: Admin role, or a custom role with Knowledge management settings set to Can edit knowledge management settings
- Translate cases and replies: Admin role, or a custom role with Copilot access set to Can access Copilot on the AI support tab
- Admins can also turn on Copilot for individual people in Manage team > People management.
Use Copilot translations to let your support team resolve cases in any language, whatever languages they speak. Copilot detects the customer’s language, translates the case into the support team member’s language, and translates replies into the customer’s language. This lets you support customers in new regions without hiring for new languages.
Translations work with Copilot’s other features, such as drafting replies, summarizing cases, and wrapping up tickets.
To turn it on, go to AI support > Copilot, open the Features tab, and find the Translations card.
How translations work
- Translations are turned on or off for everyone in your company who uses Copilot.
- Copilot detects the language each customer writes in. When it’s different from your language, Copilot’s header shows the case’s language, with a globe icon and a two-letter language code.
- If Copilot detects the wrong language, select the language in Copilot’s header and choose the right one. The language Copilot detected is marked Detected.
- Copilot does its best to translate any language a customer writes in, and you can choose from 30 supported languages.
Turn on translations
- Go to AI support > Copilot and open the Features tab.
- On the Translations card, turn on the toggle.
- Choose your options. See Translation options.
- Select Save changes.
Translation options
| Option | What it does |
|---|---|
| Default language | The language your support team works in. Choose English or Spanish. |
| Default language reply behavior | What happens to the reply in your default language when a support team member selects Translate and move to editor. See the table below. |
| Disclaimers | Adds a note at the bottom of messages to tell customers AI was used to translate them. Select Chat, Email, or both, and enter the text for each. |
For Default language reply behavior, the options include your default language in their names, such as “(English)”:
| Option | What happens |
|---|---|
| Automatically populate internal note with default language reply | The translated reply goes into the editor, and the reply in your default language goes into an internal note. |
| Paste default language reply under translated reply in text editor | Both go into the editor: the translated reply, with the reply in your default language below it. |
| Do not automatically populate default language reply | Only the translated reply goes into the editor. |
Add a translations glossary
Upload a glossary of your own translations, so Copilot translates product names, technical terms, and other vocabulary the same way every time.
- Go to Configure > Knowledge and open the Translations glossary tab.
- Under Upload glossary, upload your glossary as a CSV file. To see the format, download Translations glossary example.
The glossary shows as Active. To change it, select Replace, or select Delete to remove it. If you don’t see the Translations glossary tab, contact our team to turn it on.
Read a case in your language
When a customer writes in a language that’s different from yours, select Translate case in Copilot’s toolbar. Copilot translates the conversation into your language.
Reply in the customer’s language
Translate a reply Copilot drafted
When Copilot drafts a reply on a case in another language, select Translate and move to editor. Copilot translates the reply into the customer’s language and moves it into the Zendesk editor. What happens to the reply in your own language depends on Default language reply behavior.
Translate any reply
To translate a reply you wrote yourself, or one from a macro, use the Reply polisher: select the Assembled icon below the Zendesk editor, choose the customer’s language, and select Translate. See Translate a reply.
Supported languages
Copilot can translate into Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Portugal), Portuguese (Brazil), Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, and Vietnamese.