Hi there Community!
I am trying to develop a solution to update the ticket requester language based on the language used to submit their last request.
I have already reviewed this article How does Zendesk set a language for a user in Support? and some others related to this one, therefore I understand (a little) the mechanism when a new user is created in the system.
In order to make this solution applicable for existing users, I have created a Webhook like this:
https://{sub-domain}.com/api/v2/users/{{ticket.requester.id}}
Request method PUT
Request format JSON
which is notified by a trigger with JSON body:
("en-us" is just an example)
{
"user": {
"locale": "en-us"
}
}
"user": {
"locale": "en-us"
}
}
This works as expected if hardcoded to a particular language. But what I need is a dynamic update and I am not sure how to identify the language used...
I've also tried the method below in order to reset the user language. However, this way, the user language is set to the system default language (in case it is different):
{
"user": {
"locale": [ ]
}
}
"user": {
"locale": [ ]
}
}
Any info or ideas will be highly appreciated!
Thank you in advance!
Since Zendesk is currently build to associate a language with the requester, and not the ticket, I think any solution would require coding. But you might be able to get part of the way by creating triggers to update the requester's language by using the Ticket: Subject text Contains at least one of the following words, with a list of words unique to that language. It certainly wouldn't be foolproof, but it could save some work.
For visibility to our product team, it'd be a good idea if one of you could create a post in our Feedback - Ticketing System (Support), using the Product Feedback Post Template to format your input. Then others can upvote your idea and add their own use cases. Thanks!