Feedback and Limitations on the EAP Translator

Hello! After having used the tool for a while, we’d like to share our feedback and explain why we currently cannot consider it a viable option for our needs.

1. Lack of visibility into translations

In the ticket view, we have no visibility into whether the translation worked or what was actually sent to the customer. The customer receives the translated message, but in the ticket view we only see the agent’s English version. While it’s technically possible to access the translation through an API call, this is not practical for our workflows. There also appears to be no way to track translation activity (for example, via tags).

Recommendation: Improve transparency. Display the translated messages in the ticket view (e.g., as an internal note) and provide a clear way to track when translations occur.

2. No glossary support

Many of our products have English names, and we’ve previously seen translation tools incorrectly translate these terms. We assume the same may happen here, as there is no glossary or terminology reference. We also rely on industry-specific terms that need to be translated in very precise ways.

Recommendation: Add glossary functionality.

3. No ability to edit translations

For this tool to be a viable option, translations would need to occur directly in the ticket composer, similar to the approach DeepL offers. We’ve found that when agents can see and adjust the translation before sending, the quality improves, even if the agent isn’t a native speaker.

Recommendation: Allow translations to happen in the ticket composer (e.g., via a “Translate” button) so agents can review and edit before sending.