Hi All,
I am exploring some potential translation capabilities in Agent workspace (Support).
New tickets (created via email or chat channels) may contain client specific abbreviations and/or wording – the question is: how can a list of such KNOWN wordings/glossary be uploaded (made available) to Zendesk so that:
- the translation feature does NOT translate this specific wording
OR
- the translation feature translates the specific wording as predefined in the "glossary"?
As an example:
the client uses the abbreviation "URt" (which means “urgent request”).
When a ticket with this abbreviation is created and the agent uses the translate feature:
• The ticket body is translated and URt abbreviation remains untranslated
• The ticket body is translated and URt abbreviation is replaced with its meaning (urgent request)
I've already reviewed a significant number of resources in the Support Knowledgebase, but I haven't found any information about similar case.
Thanks!