Answer in the languages you sell in

How to do it

A customer who bought in Finnish expects help in Finnish. Several countries also require consumer information in their language, as the language laws chapter lists. Detect the language of each new ticket and store it. Route it to agents who speak it, or answer through machine translation that an agent checks. Write macros and help articles in each listed language. Give each translation an owner as Give every macro and article an owner and a review date says.

Examples

JavaScript example

const SUPPORT_LANGUAGES = ['en', 'sv', 'fi']

export function routeTicket(ticket, detectLanguage) {
  const language = detectLanguage(ticket.body)
  return SUPPORT_LANGUAGES.includes(language) ? `queue-${language}` : 'queue-en-translated'
}

Python example

SUPPORT_LANGUAGES = {"en", "sv", "fi"}

def route_ticket(ticket, detect_language) -> str:
    language = detect_language(ticket.body)
    return f"queue-{language}" if language in SUPPORT_LANGUAGES else "queue-en-translated"

How to check

The contact page lists the support languages, and the list contains every language of the product's locales. A test ticket in each listed language is tagged with that language and reaches an agent queue for it. Every macro exists in each listed language.

Related rules

• SUP-23 Give every macro and article an owner and a review date in Customer support