Provide exceptional multilingual customer support with Lingpad App for Freshdesk.

How to tackle multilingual customer service like a Pro

Lingpad App for Freshdesk is equipped with extensive features to make your customer-service journey seamless, efficient and effortless. In this article, you will learn where you can view your ticket details and how to be a Pro at multilingual customer service with Lingpad App on Freshdesk. 

For a detailed step-by-step guide, scroll down to the section after the video tutorial. 

Video Tutorial


Where can I see the ticket details? 

In the Home section, you will get the AI-powered translated version of the selected ticket, so that you can see and understand the customer query in your default language.


In the first box, the ticket language is automatically detected and the subject line is translated to your default language
Home Tab

In the second box, on clicking Read more, you can see the customer query in the customer's language. 
Customer Query in their Native Language

Click the Translate button to translate the customer's query to your default language
Customer Query in your Default Language

Reply

Click on the Reply tab and add the response you want to send to your customer. Verify the ticket details:

 

Source Language is your default language

Target Language is your customer's preferred language

Category section allows you to choose which area your support ticket belongs to. 
Reply Tab
Reply Tab - Category & Request Translation

Tip: Select the relevant category so that when Lingpad assigns the translation order to the translation provider, we ensure that the translators are expert translators in the selected area.

Auto Reply 

Enable this toggle to send the translated response to your customer as soon as your order is completed. 

 

Note: You cannot change the Auto-Reply status after placing the translation order.

Auto Reply

Tags

Lingpad assigns custom tags to requested translations based on the translation's current status.

 

lp_new: New translation order placed

lp_progress: Translation in progress

lp_completed: Translation completed

lp_autoreply: When auto reply is enabled

 

Tip: Users can just filter orders by lp_completed tag, copy the completed translation to the reply tab and send the translated response to the customer. 

Dual View - Translation Orders

View all your multilingual tickets in one place with a dual view of all your translation orders for any ticket.

 

Current Ticket
The thread of all translation orders of the current ticket will appear under this section. 
Current Ticket
All Tickets
The translation orders and the respective order statuses of all tickets will appear in this section. 
All Tickets
Note: If auto reply is disabled, you will be able to see the translated response in the Reply section, copy it and send it to the customer.

Copy Translated Response
Add Translated Response to the Reply Tab




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