Tip of the Week: Tracking Requester Language by Email

Tip of the Week: Tracking Requester Language by Email

December 15, 2011
Tip of the Week: Tracking Requester Language by Email

Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, it’s much easier to identify your customers’ languages and provide support in their preferred language. For the time being, we’re able to detect browser settings, but automatic language detection in email is still in beta. (To participate, fill out this form.)

In the meantime, though, you can build a trigger to set the language of a requester based on where they sent their email. For example, if you provide support in both English and French, you might consider directing your customers’ feedback to two different addresses, depending on what language they speak.

MondoCam supports customers in both French and English. If they want to know that an incoming email is from a French-speaking customer, they could direct customers to email frenchsupport@mondocam.zendesk.com and English-speaking customers to englishsupport@mondocam.zendesk.com. Using a simple trigger, we can then assign the French language to users’ profiles who email the “frenchsupport” address like so:

Anyone who emails other support addresses will remain set up in the default language, so we only need one trigger in this case. If you had a third or fourth language to set up, they would each need their own trigger.

One Last Step

Be sure to reorder your triggers so that language-assignment triggers come before any outgoing notification triggers! Triggers always fire in order, so use the “reorder” link at the bottom of your list of active triggers and drag this one to the top so that it fires before emails go out to be sure that your Dynamic Content will function correctly.

More Info

How to use dynamic content is described in our detailed forum post. As always, please feel free to check in with us in support if you have any questions!”