The plugin integrates Phrase machine translation (powered by Phrase Language AI via API) directly into Zendesk Support. It allows agents to translate ticket comments without leaving the Zendesk interface. The plugin can be accessed from the ticket sidebar and ticket comment editor.
Temporary data such as logs and cached translations are stored in the browser local storage and can be cleared from the app settings when needed. Ensure the browser meets minimum requirements.
To install the application, follow these steps:
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Login to Phrase and copy the plugin configuration pre-requisites.
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From the profile icon at the top right of the page, select and .
The page opens.
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From the tab, copy the .
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From the tab, hover over the info icon
and copy the .
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From the Zendesk Marketplace, find and install the app.
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Provide installation parameters including the correct Phrase datacenter URL (
eu.phrase.comorus.phrase.com) and the copied and . -
Click Update.
The plugin is installed.
The plugin translates the last end-user ticket comment from the end-user language to the current agent language.
If all ticket comments are authored by agents and there are no end-user comments, there will be a notification.
An error message will be displayed if the source language is the same as the destination language. If the source language is en-us, the dropdown will be left empty and the source language is manually selected.
Ticket sidebar
The ticket sidebar interface consists of two sections:
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Language selection.
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Dynamic list of translation cards.
Changing the language selection adds new cards to the list.
Clicking a translation card opens translation overview window with the options to Use original or Use translation.
Ticket comment editor
Click the Phrase icon within the message composer toolbar to access plugin functionality.
When expanded, the app retrieves the translation for the text written in the ticket editor and from the agent language to the end-user language. These two options are set in the ticket sidebar app interface.