AI and Automation

Currently, the Translation EAP functionality is primarily reactive. While agents can set the requester's language when creating a new ticket, they lack the ability to translate their own initial public comment within the "New Ticket" interface.Is this on the roadmap?

We have found that once you click the Translate button on a conversation that has many back and forth emails, it will translate the customer's message from French to English which is what we want.  However, by default, it will show the agents reply in French.  This means that for every single agent response we have to click “Show Original” to be able to read what they wrote and follow the conversation.  That should not be the default behavior.

Hi team, We are currently participating in the closed EAP for AI translations for ticket conversations and have encountered a bug regarding the persistence and re-triggering of translations. This affects Admins testing the feature, as a customer's reply can currently only be translated once; once the translation has been performed, it won't re-trigger despite refreshing the page or opening the ticket on another device. We encounter this every time we attempt to re-translate a message during our EAP testing. Specifically, after translating a reply once, refreshing the page or having another admin access the same ticket results in the customer's message not getting translated again. The ideal solution is for the translation toggle to remain functional regardless of how many times it has been used or who is viewing the ticket. When the "Translate" function is enabled, the system should consistently fetch or display the translatio

Hi, We were really excited to start testing the Outbound Translator, but unfortunately, the results so far have been underwhelming. We’ve created around 10 test tickets in multiple languages (Swedish, Polish, Finnish, and Danish), using both email and web form submissions. In every case, the translator has timed out and sent the original English response instead of a translated one. I’d love to hear if there are any tips or troubleshooting steps we could try to get the translator to actually perform some translation on the ticket. Steps we’ve taken: The Outbound Translator is turned on, and we can see the approved checkmark in the ticket composer. The customer writes in their native language, and the end-user language matches the ticket’s language. The agent writes an English response, either manually or using a macro. The ticket is solved. After about 5 minutes, our test

Hello, I hope you could consider this in a future release.  To enable Translate a CS agent must click 'Translate' in the right hand side of the ticket.The next step is to then click 'Translate' along the bar at the top of the ticket - currently the agent has to make this click every time a ticket is opened. With agents solely working on translations all day, we would prefer this is selected by default; as this is adding unnecessary clicks and agents may forget.We have agents working on 4 concurrent WhatsApp conversation so it's clicks we could do without. thanks Omar 

Hello! After having used the tool for a while, we’d like to share our feedback and explain why we currently cannot consider it a viable option for our needs. 1. Lack of visibility into translations In the ticket view, we have no visibility into whether the translation worked or what was actually sent to the customer. The customer receives the translated message, but in the ticket view we only see the agent’s English version. While it’s technically possible to access the translation through an API call, this is not practical for our workflows. There also appears to be no way to track translation activity (for example, via tags). Recommendation: Improve transparency. Display the translated messages in the ticket view (e.g., as an internal note) and provide a clear way to track when translations occur. 2. No glossary support Many of our produ

I can confirm that we have been able to configure everything and the new tool is working fine. I have one observation: when I submit a ticket using the translator, I, Maia, as the Agent, cannot preview the translation before sending it. In other words, the translation is done after the user receives the email with the response. How can we check or validate the translation of the text I write before sending it? I look forward to your replyBest Regards 

Zendesk is announcing improvements and updates to ticket translation in the Zendesk Agent Workspace. We’re adding AI translation support for outgoing messages on all async ticket conversation channels, including email, webform, and api. This feature will be available as part of an early access program (EAP) beginning on October 20, 2025.  Please note this is a closed EAP which means there are pre-requisites for participatation. Please review the sign up form below for more information.  What is changing? Previously, when an admin activated conversion translation, incoming messages on email channels were translated, but outgoing email messages were not. Now, incoming and outgoing tr