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Language detection in HelpDesk simplifies ticket management by automatically recognizing the language of incoming messages. With your custom automation rules, you can quickly route tickets to the right teams or agents who handle language-specific cases. No more guesswork in managing multilingual support — just focus on resolving tickets quickly and accurately.
How language detection works
The language detection feature (supported by Text Copilot) automatically identifies the language of the first message in a HelpDesk ticket. You can manage multilingual support cases by detecting the language without human intervention. Once detected, you can configure automation rules and assign tickets automatically based on the identified language.
First, when a new message reaches HelpDesk, the language detection feature analyzes the text — it automatically assigns the appropriate language based solely on the requester’s initial message.
Use the detected language as a condition in your automation rules to route tickets to the appropriate teams or agents.
Easily filter tickets by detected language or filter reports to analyze language-specific support trends.
Everyday use cases for language detection
Language detection might sound techy, but it’s super handy in everyday situations, especially in customer service and support. Here’s how it comes into play!
1. Multilingual support teams
When a customer sends in a support request, the system can quickly figure out what language they’re using. Then, it directs the ticket to a support agent who speaks that language, so the customer gets help faster and without any language barriers.
2. Regional support
For companies working in different parts of the world, language detection in HelpDesk can automatically route customer questions to teams that know the local language and culture. This means customers get answers that not only speak their language but also fit their regional vibe.
3. Customer satisfaction
Language detection gets customers answers in the language they feel most comfortable in, so everything runs more smoothly, and everyone is happy.
4. Compliance and documentation
If you keep records of customer interactions in their original language, especially for legal stuff, then language detection helps organize and store these records properly. All tickets are easy to find in the correct language when needed. Follow regulations and be ready for any audits or legal checks.
Frequently asked questions
Q: What languages are supported by the language detection feature?
A: The feature supports a wide range of languages. If you don’t see your language, please contact us in chat.
Q: Can I use language detection in reports?
A: Yes, you can filter and analyze tickets based on the detected language within HelpDesk reports.
Q: What happens if the wrong language is detected?
A: You can manually adjust the language, and we recommend checking and refining your rules if this happens frequently.
Q: What happens if the language isn’t detected?
A: If a ticket was created before the language detection feature was available or if the system cannot detect the language, it’ll be marked as “Not detected.”
