For primarily English-speaking Service Desk teams or language compliance restrictions from an outsourced Service Desk team to only record tickets in English, this new capability allows a seamlessly machine translation of non-English text to English when filing a ticket or adding a comment.

When a ticket needs to be filed within the bot, the Ticket Filing Translation (TFT) experience will automatically machine translate the user's non-English text to English when the ticket is filed. Within the ticket, the short description and description will be in English; whereas, the worknote will contain the original non-English text, along with a note of the translation.

When adding a comment within the bot, the Comment Translation (CT) experience translates non-English text to English. The original non-English text is stored as a work note in the ticket. Furthermore, when an agent responds to the ticket in english, the comment is translated on-the-fly to the user's preferred language within the Bot. This experience must be configured with on-the-fly translation experience.

Scope

• Multilingual Support (MLS) needs to be ready or has already been launched throughout the company.
• This experience is only from user to agent. If an agent adds a non-english comment, there is no translation applied onto the ticket itself.

Workflow

User Experiences

The Employee experience

The Agent view

Experience from TFT

Experience from CT

FAQ

Q: Can the user edit the translation during the draft experience?

A: To create a frictionless experience, we designed the flow to make it fast to file a ticket and add a comment; therefore, we removed a step in the process.

Q: What if I want to make an edit to the translation?

A: If there is an issue with the translation, the user can follow-up with a comment to correct the translation, assuming the end user is somewhat English proficient. After translation, the user has the ability to provide feedback via the buttons, e.g. “Looks good.”

Q: Can I enable one without the other?

A: No - these are separate capabilities that are toggled simultaneously.

Q: What languages are supported for ticket translation?

A: There are no restrictions. Any language supported by Moveworks can have this experience.

Q: Can I restrict which languages should be translated?

A: Yes. Sometimes, there are Service Desk teams staffed for a specific language; therefore, you want to keep the native language within the ticket itself. Contact your Customer Success team to configure the blocklist for this experience.