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Subject for canned respnses

  • 20 July 2021
  • 1 reply
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Hey,
Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:

At the moment we have arranged the CRs as follows:

EN - title
DE - title / title

etc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.

Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.

Does anyone have a suggestion for this? Or how do you handle this? :)

Thank you for help!
Best
Sonja

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Best answer by hemanth.ramya 20 July 2021, 13:51

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hemanth.ramya
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Hello @SonjaS.,

 

We understand the need for multilingual canned responses, particularly when you work with people across different regions. It is possible to create canned responses that update based on the language of the customer, with the help of liquid placeholders.

For example, if the same canned response has to appear in English or French based on the customer, this is how it will look:

{% if {{ticket.requester.language}} == 'en' %}

English content

{% else if {{ticket.requester.language}} == 'fr' %}

French content

{% endif %}

 

 

You can read more about Liquid here. We suggest you adapt this to your requirements so as to easily handle multilingual canned responses in your helpdesk. :)

 

Cheers,

Freshdesk Community Team

Ramya, Freshworks Community

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