Some system generated private notes are added in the language of the agent triggering them, if an agent with another language reviews the ticket that private note isn’t translated, it’s still in the language of the agent performing the action.
For instance, if an agent with language set to Swedish merge two tickets, the system will add a private note “<body>Detta ärende är stängt och sammanfogat med ärende...</body>”, when other agents review this ticket, they will see the Swedish translation in the log even if their language is set to something other than Swedish.
My idea here is to instead of adding the translated text as a private note, add some kind of identifier that will be used as a lookup to the correct translation (based on the logged in agent’s language settings) when the ticket is loaded.
This identifier needs to be selectable in automations as well. Currently you’ll need to add the translated text for all languages used in order to find merged tickets. As described here: automate rules for merged tickets : Freshdesk
