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. You can request human or AI-powered translation for your response. You can choose AI-powered translations in situations that demand a speedy response to the customer. However, for culturally and linguistically accurate translations, we always recommend human translations to ensure customer satisfaction.
Verify the ticket details:
Type of Translation - Human or AI-powered translation
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.
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. Based on the translation type, you can filter the orders to get a birds-eye view of all human translations and AI-powered translations.
Current Ticket
The thread of all translation orders of the current ticket will appear under this section.
All Tickets
All translation orders of all tickets will appear in this section. You can also see the order status of all translation orders in this section.
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.Related Articles
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