Issue Translation for Jira Service Management (JSM) is a powerful application designed to eliminate communication barriers between support agents and a global customer base. It enables organizations to provide seamless multilingual customer care without the need for extensive hiring of language-specific agents or incurring high translation fees. This solution helps companies achieve faster resolution times and boost key performance indicators (KPIs) by allowing agents to focus on problem-solving in their native language, while the application handles translations automatically. Trusted by over 8,000 customers worldwide, Issue Translation for JSM is an affordable solution that creates tangible value for customers. It supports both small teams and large enterprises, ensuring that serving a global customer base is a matter of quality and efficiency. The application integrates seamlessly within the Jira Service Management environment, allowing for consistent multilingual support across various communication channels, including canned responses and integrations with tools like Slack via JSM Chat.

Features & Benefits

• Faster Resolution Times
  • Breaks down language barriers, allowing agents to quickly understand and respond to customer inquiries, leading to improved efficiency and customer satisfaction.
• Affordable Multilingual Support
  • Enables organizations to offer comprehensive multilingual customer care at a fraction of the cost, eliminating the need for difficult hiring, non-peak scheduling, or expensive external translation services.
• Increased Agent Productivity
  • Empowers existing agents to provide support in any language, leveraging their product knowledge and company expertise without requiring additional language-specific hires.
• Flexible Translation Modes
  • Offers two distinct translation modes: Bilingual mode, which displays original messages alongside their translations, and Invisible mode, providing a seamless, fully translated conversation experience.
• Seamless Integrations
  • Works effectively with canned responses and integrates with other communication channels like Slack via JSM Chat and various marketplace apps, ensuring consistent multilingual capabilities across the support ecosystem.
• Language-Based Queues & Reporting
  • Facilitates the creation of support queues based on customer languages, leveraging automatic language detection and a custom field for filtering issues. It also supports JQL searches and powerful reporting to analyze trends and understand global customer bases better.
• Project-Specific Settings
  • Allows administrators to configure translation modes and default languages independently for each Jira Service Management project, offering granular control.
• Translation Editor
  • Provides a built-in editor to preview and modify AI-generated translations before they are published, ensuring accuracy and quality.
• Automated Assignments & Notifications
  • Enables the creation of automation rules using the customer language custom field, facilitating automatic issue assignments to native-speaking agents and custom email notifications for specific language scenarios.
• Custom Field Support
  • Displays and translates content from additional custom fields with free text entry, ensuring full issue context is maintained. It also works on historical issues, providing comprehensive translation coverage.