Translating the reply to a customer's question can be done easily with Zendesk's native functionality.
To reply to a customer in their own language, switch to an internal note and change the app status. You can change the app status by either clicking the speech bubble icon in the reply editor or directly from the app. You have three choices:
- "Translate and send to customer" will translate your message and post the translation to the ticket as a public reply, which is then sent to customers according to your Zendesk setup.
- "Translate as internal note" will translate your message and post the translation to the ticket as an internal note.
- "Do Nothing" will not send your message to translation. Instead, the internal note will work as a standard Zendesk internal note. This is the default option and you must change it for the app to translate the message.
The reply is written in the internal note and submitted as usual.
If "Translate and send to customer" is chosen, the app will translate the ticket and post the translation to the ticket as a public reply, thus sending the translation to the customer automatically.