It is extremely exciting to begin 2019 with new upgrades to our products and services! At Translate By Humans, we love to learn and grow and taking steps towards creating a superior product helps us evolve.
The rollout of the 2nd version of the Translate By Humans app for Zendesk multilingual support sees 3 major updates that will make life easier for customer support agents using our technology on the help desk tool.
Dual tabs to check on a ticket’s order status
By providing a two-part view of the translation orders placed on Zendesk, this update allows the agent to view all the orders linked to a particular ticket under a single list. There is no more need to scroll down endless lists of orders to find the translations linked to a particular ticket. All translations linked to the ticket under scrutiny can be pulled up with a single click.
Reassign tickets to available agents
If an agent goes away on holiday before receiving their requested translations, the support you provide to your foreign customer need not stop. Now the tickets that are waiting for translations can be reassigned to another agent who will then be able to use the incoming translations as was intended. This update allows for a seamless process in customer support, accounting for unplanned changes with the existing support team.
The ticket number is now mentioned on the order summary
A small yet much-needed detail will now allow the agent to view the ticket number under all other details related to a translation order, allowing for a faster response strategy by being able to discern which order is for which ticket. Our dual-tab view already segregates the translations so that the agent may view the translations placed on the current ticket separately. But by being able to identify a ticket number among a long list of translations, the agents will now be able to keep a tab on the translation order status of any ticket from any page in their Zendesk dashboard.
We are looking to roll out further updates to the Translate By Humans app for Zendesk as we receive more feedback from customers, as well as from our improved understanding of how we can bring small but sure comforts to clients and support agents.