1) What is your original issue/pain point you want to solve?
- Individual object attributes are created in system language and need manually be translated to all supported languages from the agent and customer users. This ist very time intensive!
- Knowledge Base answers are created and edited in the primary language and it is easy to forget applying the changes in additional languages. So over time a huge content discrepancy may occure, if not huge manual review and edit efforts are foreseen and planned.
- Which are one or two concrete situations where this problem hurts the most?
When utilizing individual object attributes and providing multi-lingual support, the custom translation feature allows to set individual translations for all attributes and their values. But when multiple language profiles are supported and a couple of individual attributes come togehter, the custom translation is very time intensive and need to be reviewed regulary when object attribtes are edited.
When providing more than one language in the knowledge base, the manual translation is very painfull. Also the review and updating process very often only is done in one language and forgotten to apply the changes on the custom translation profiles.
- Why is it not solvable with the Zammad standard?
- There is no automatic translation available
- What is your expectation/what do you want to achieve?
I would see an huge positive impact by utalizing the free DeepL API (500k charcters per month) and implementing a standard object attribute and values translation in the supported languages (that my can be centrally administrated in the system somewhere). As object attributes usually are in limited size, the DeepL API limit per months may not cause inconveniences at all and it would be possible to auto-translate all object attributes in all supported languages.
As a second perspective the same integration could also be used to auto-translate the KB answers incl. attached documents. In this scope I see the difficulty in implementing a reminder and delay functionality to stop translating when the free character limit is consumend and continue in the next months automatically.