Hello Team,
I have been a part of the EAP testing of the AI translations and feel that I had provided sufficient and detailed feedback during testing in my sandbox.
I just saw the announcement that GA has begun yesterday and is expected to finish next month, which is very exciting and made me go back to the feature to see how polished it has gotten.
Unfortunately in the 5 months since I shared the feedback, not much seems to have improved and my excitement suddenly turned into wonder why it is being rolled out in its current state.
Previously I had flagged the following issues:
- If the Translator tool was turned off, there was no indication at all that a message was translated. This was fixed and you now have the “Show original” and “Show translation” messages displayed at all times, even if the Translator is turned off. The issue is that there is still no indication in the “Events” tab that a translator was used. Since the “Events” tab is basically an Audit Log for the main tab, it should be expected that Translations will be mentioned there as well.
- No option to Translate proactive messages - the new translations work only if you have the ability to turn on the Translator tool. This feature is not available on proactive tickets, meaning that the tool cannot be used until we receive a response from the customer. This button you also mention in the article "To preview a translated message before sending, click the Translate button in the ticket composer." is not available.
- Text formatting and spacing breaks - you can see in my original email, each paragraph has single row spacing, but the translated version has double row spacing. The doble row spacing is also seen in the end user's mail.:
- Translations in Zendesk QA: I had requested a way to check if the email was translated in Zendesk QA, so that the QA agent knows if you sent a translated version (as one should in foreign language tickets), or not. Without this function, QA agents have to do extra steps by opening the ticket in Support.
Thank you for the time and I hope these requests are fulfilled as soon as possible as they should be part of the feature as soon as it is GA.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!