We’ve spent the past few months rolling out a series of improvements designed to make our services simpler and more convenient for our customers. One key area we’ve concentrated on is how customers communicate with our support team.
Today, we’re pleased to announce one of those enhancements – automatic translation for support tickets. After all, language should never be an obstacle to getting the help you need.
How Does Automatic Ticket Translation Work?
When a customer opens a support ticket in Spanish, for example, our system automatically translates the message into English so our support team can review and resolve the issue.
When our support team replies in English, the response is automatically translated back into Spanish before it reaches the customer.
Translation is handled on a per-ticket basis. That means customers can open multiple tickets in different languages from the same account, and each ticket will be handled in the language in which it was originally opened.
If a customer switches languages mid-conversation – from Spanish to French, for example – our replies will continue to be translated into Spanish, since that’s the language the ticket was originally opened in.
All automatically translated messages are clearly marked, and both the customer and the support agent can choose to view the original message at any time.
Do Customers Need to Enable Automatic Translation?
No. The system is already running in the background and is available to all customers.
There’s nothing to activate or configure – translation happens automatically whenever it’s needed.
Does Automatic Translation Also Work With Live Chat or Email?
No. At the moment, automatic translation is available for support tickets only.
Automatic ticket translation is part of a wider effort to make our hosting platform more accessible to customers around the world.
Over the past few months, we’ve also expanded and improved the translations available in our Hepsia Control Panel, making it easier for customers to manage their hosting services in their preferred language.