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If you support customers across multiple languages, you can customize your automated email notifications corresponding to each requester's language settings. For example, a requester whose profile language is set as French will get notifications and alerts in French, while a German requester would be notified in the German language.
In order to dynamically notify customers, in their preferred language, you first need to add the list of languages through which you will be supporting users. You can then edit the notification content for each language.
Quick Guide to Adding Supported Languages
If your plan allows you to support customers across multiple languages, you can add any number of 'Supported Languages' in your helpdesk. This is in addition to your default primary language. You can add supported languages from the Helpdesk Rebranding page.
- Log into your support portal as an administrator.
- Click on the Admin > Account > Helpdesk Settings > Manage Languages.
- Your default helpdesk language is listed as your Primary language.
- In the Supported Languages text-box enter all the other languages you want to support.
- Click Save once you are done.
- Now you will be able to set up notifications in all these languages.
Quick guide to Setting up Multi-language Notifications
- Log into your support portal as administrator.
- Click on Admin > Workflows > Email Notifications.
- Click Edit next to the notification you want to set up in multiple languages.
- All supported languages you have added are available as individual 'Tabs'.
- Edit the content for the notification in each language (You might consider using a professional translator’s help here).
- If you leave a particular language's notification blank or choose to NOT edit it, requesters in this language will still receive notifications in your primary language.
- If you need to refer the primary notification, you can Show or Hide the Original Content by clicking on the link just below the tabs.
- Click Save to save your translations.
Keeping language-specific notifications updated
Whenever you edit the primary language notification, you can choose to flag all corresponding language specific notifications as Outdated. The red exclamation next to a notification (on the main email notifications page), or corresponding to a particular language (inside each specific notification) indicates that the notification has been flagged as Outdated.
To mark a translation as outdated:
- Check the box below the primary notification that says Mark translations as outdated.
- Hit Save.
- Once you have edited the language specific notification, you can click on the checkbox that says Mark this translation as up-to-date.
Note: Outdated translations will still continue to be used in notifications sent to requesters and agents until you update them.
Setting the profile language for requesters
Freshdesk automatically sets the requester's profile language the first time they raise a ticket with your helpdesk. Freshdesk would try detecting the language by checking the first 15 words in the email of the first email. Upon doing so, the corresponding language would be associated for the contact. All subsequent notifications are sent to this requester in their profile language, provided this language is set as one of the supported languages in your helpdesk. You can also manually edit the profile language of a user by editing their details from the contacts or agents page.
To manually edit the profile language of a requester:
- Go to Customers tab in Freshdesk.
- Click on the Edit button next to the contact whose language needs to be updated.
- Language will be listed as a customer attribute, you can choose the language of the customer from the drop down list.
- Hit Save Changes.
- Now all the email notifications to that customer will be sent out in the updated language (provided you've already added the content of the notification in that language).
To change the profile language of an agent:
- Click on Admin > Agents.
- Click on the Edit button next to the name of the agent whose language you want to edit.
- Choose the Agent language from the language drop down list.
- Hit Save.
- Now the customer portal of the agent and their email notifications will appear in this new language you've chosen.
To learn more about the different email notifications you can set up and when to use them click here.