If you’d like a personalized walk-through of how Lokalise Messages works, you can book a free demo here.
No company in the world is excluded from getting support requests in foreign languages every now and then. For most companies though, the share of each language is often not big enough to justify hiring support specialists fluent in these languages.
Still, who doesn't want to start dealing with their foreign-language leads and users right away by adding an app to their Zendesk Support, without having to spend thousands of dollars?
Here comes the solution from Lokalise, a B2B SaaS platform for localization automation.
The good news is that you do not need to have an account with Lokalise. Install the app from the Zendesk Marketplace, and that's it!
Key features
Instant two-way translation
Translations of incoming and outgoing messages without delay using DeepL and Google Translate.
Simple UI/UX
Start talking to your customers right away: the entire translation process takes place in the internal notes or via the sidebar app.
How it works
Lokalise automatically detects the language of the ticket and instantly translates incoming messages to your base language using DeepL or Google Translate (when the language is not supported by DeepL).
You can change the language of the ticket and your base language using the settings in the sidebar app. It is also possible to add other languages spoken by your team as non-translatable.
Agents start internal notes with ! in order to have their messages translated into the language of the ticket.
Your customers get replies in real time.
Installation
Click Install from the Zendesk Marketplace.
Open an existing ticket and click Authorize in the app sidebar.
There is no need to subscribe with any third-party service.
All new tickets will be automatically translated.
If you would need to pause translation for the whole instance, as an admin:
Type a
!pausecommand in the internal note to pause translations for a specific ticketGo to the Dashboard and toggle Pause translations to pause all translations
Uninstall the Lokalise Messages completely.
If you have used the "Deactivate" feature of Zendesk, then you may need to uninstall and install the app again. All your settings would be preserved and app would work as expected.
Pricing
Free trial
All our pricing plans come with a free pro-plan trial.
The free trial will have a duration of 7 days.
Lokalise Messages for Zendesk Support packages
Plan | Free For companies sporadically handling international interactions | Lite For companies with moderate volume of international interactions | Start Great for companies with a moderate to high volume of translated conversations | Pro Perfect for multinational companies with very high volumes of translated conversations |
Character limit (per month) * | 50k characters ** | 500k | 1M characters | 10M characters
|
Additional characters | ❌ | ❌ | Add-on | Add-on |
Translate incoming messages | ✅ | ✅ | ✅ | ✅ |
Translate outgoing messages | ✅ | ✅ | ✅ | ✅ |
Configuration from internal notes | ✅ | ✅ | ✅ | ✅ |
Sidebar widget | ✅ | ✅ | ✅ | ✅ |
Language analytics | ✅ | ✅ | ✅ | ✅ |
MT customization | ❌ | ✅ | ✅ | ✅ |
Translation exclusion | ❌ | ❌ | ✅ | ✅ |
Glossary | ❌ | ❌ | ✅ | ✅ |
Language configuration per agent team or company | ❌ | ❌ | ❌ | ✅ |
Language-based routing | ❌ | ❌ | ❌ | ✅ |
(*) When using the Zendesk Chat and Zendesk Support simultaneously, character limits apply to the sum of characters translated by both plugins.
Please note that we count this limit for Zendesk Chat based on all translated messages (inbound and outbound), including the very first one the customer sends when starting a new conversation. Also, we count towards the limit the first 5-10 words of a very first message in every single conversation even if it is English as we need to detect the language.
(**) Existing customers using the Free plan who have signed up before 17 May 2023 will have the soft cap at 50k character limit until the end of June. New customers who sign up from 17 May 2023 will be initially capped at 50k characters.