Translating conversations in tickets

<body>
<p id="docs-hc-snippet" style="display: none;">Agents can communicate with end users and even if they are using different languages, using automatic conversation translation in Agent Workspace.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" dir="ltr">Agents can communicate with end users and even if they are using different languages,
using automatic conversation translation in Agent Workspace. </p>
<p class="p" dir="ltr">When activated by an admin, agents can manage automatic translation for each
conversation they’re currently serving. For information on turning on automatic
translation, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9837507006106" target="_blank">Turning on and off AI translation for ticket
conversations</a>.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_hsk_ytk_hzb__ul_f2p_kdw_szb">
<li class="li"><a class="xref" href="#topic_iyj_y3d_3nb">Turning on automatic translation for a conversation</a></li>
<li class="li"><a class="xref" href="#topic_v2f_n1l_hzb">Turning off automatic translation in an ongoing conversation</a></li>
<li class="li"><a class="xref" href="#topic_wql_kjd_3nb">Switching between the original and translated message text</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_iyj_y3d_3nb">
<h2 class="title topictitle2" id="ariaid-title2">Turning on automatic translation for a conversation</h2>
<div class="body">
<p class="p">When a language difference is detected in an incoming message, a banner appears
letting you know the end user’s language. </p>
<p class="p"><img class="image img-screenshot" id="topic_iyj_y3d_3nb__image_sr2_4jd_3nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_auto_translate_banner.png" width="500"></p>
<p class="p">If the detected language is incorrect, you can use the dropdown to select the correct
language for the incoming message.</p>
<p class="p"><strong class="ph b">To automatically translate an incoming conversation</strong></p>
<ul class="ul" id="topic_iyj_y3d_3nb__ol_vxc_mjd_3nb">
<li class="li" dir="ltr">In the translation banner, click <strong class="ph b">Translate</strong>. The banner updates
to display the translation status:<p class="p"><img class="image img-screenshot" id="topic_iyj_y3d_3nb__image_zqg_qjd_3nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aw_auto_translate_banner_on.png" width="400"></p>
</li>
</ul>
<p class="p"><strong class="ph b">To decline automatic translation for an incoming conversation</strong></p>
<ul class="ul"> <li class="li">Click the <strong class="ph b">X</strong> to dismiss the banner.</li>
</ul>
<p class="p" dir="ltr">If you decline to translate a conversation initially, you can still turn on
translation during the conversation.</p>
<p class="p"><strong class="ph b">To turn on translation in an ongoing conversation</strong></p>
<div class="p">
<ul class="ul" id="topic_iyj_y3d_3nb__ul_kzw_g1l_hzb">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823962906#topic_n4m_fyc_zlb" target="_blank">conversation header</a>, click the
<strong class="ph b">Options</strong> menu (<img class="image" height="16" id="topic_iyj_y3d_3nb__image_yxc_mjd_3nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png" width="6">), then click
<strong class="ph b">Translate</strong>. The translation banner appears, displaying the
translation status.</li>
</ul>
</div>
<div class="note note">
<span class="notetitle">Note:</span> If you translate a message then select another language from the dropdown, you'll
need to refresh the page to see the updated translation.
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_v2f_n1l_hzb">
<h2 class="title topictitle2" id="ariaid-title3">Turning off automatic translation in an ongoing conversation</h2>
<div class="body">
<p class="p">You can choose to turn off automatic translation if it is no longer needed – for
instance, if a new end user takes over the conversation or if it is passed to
another agent who speaks the same language as the end user.</p>
<p class="p"><strong class="ph b">To turn off automatic translation</strong></p>
<div class="p">
<ul class="ul" id="topic_v2f_n1l_hzb__ul_t2m_51l_hzb">
<li class="li">In the translation banner, click <strong class="ph b">Stop</strong>. Or, in the conversation
header, click the <strong class="ph b">Options</strong> menu (<img class="image" height="16" id="topic_v2f_n1l_hzb__image_zrd_v1l_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png" width="6">), then click <strong class="ph b">Stop
translating</strong>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_wql_kjd_3nb">
<h2 class="title topictitle2" id="ariaid-title4">Switching between the original and translated message text</h2>
<div class="body">
<p class="p">Agents can view an end user’s original untranslated messages, as well as the
translated versions of their own messages.</p>
<p class="p" dir="ltr"><strong class="ph b">To view an end user’s original message text</strong></p>
<ul class="ul" id="topic_wql_kjd_3nb__ul_acq_dkd_3nb">
<li class="li" dir="ltr"> At the end of the end user’s message, click <strong class="ph b">Show original</strong>. The
untranslated version appears. <p class="p"><img class="image" id="topic_wql_kjd_3nb__image_ezf_fbl_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto-translation_show_original.png" width="400"></p>
</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">To view your own translated message text</strong></p>
<ul class="ul" id="topic_wql_kjd_3nb__ul_bcq_dkd_3nb">
<li class="li" dir="ltr"> At the end of the message, click <strong class="ph b">Show translation</strong>. The
translated version of the message appears. <p class="p"><img class="image" id="topic_wql_kjd_3nb__image_ips_jbl_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto-translation_show_translation.png" width="400"></p>
</li>
</ul>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6327770807450-Translating-live-conversations-in-the-Zendesk-Agent-Workspace",
"url": "https://support.zendesk.com/hc/en-us/articles/6327770807450-Translating-live-conversations-in-the-Zendesk-Agent-Workspace",
"headline": "Translating conversations in tickets",
"description": "You can manage automatic translation of ticket conversations by turning it on or off and switching between original and translated messages to communicate across different languages.",
"articleSection": "Additional ticket channels",
"datePublished": "2023-11-01T02:03:47+00:00",
"dateModified": "2026-03-19T19:19:14.557729+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6327770807450-Translating-live-conversations-in-the-Zendesk-Agent-Workspace"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script>
</body>