Translation quality in Freshservice is really poor.
Some terminology is just wrong. E.g. ITIL Change is being translated with “Änderung”. In German ITIL it is also Change. And a Change Request is being translated with “Eine Änderung anfragen”. A Major Incident is being translated with “Schwerer Incident”, again ITIL in German is also Major Incident. And to be correct it would have to be “Schwere Störung”. On the other hand an asset is an asset, an incident is an incident.
In some areas there is a mixture of German and English words in one sentence.
Some German translations are really poor and I feel there is no proof reading by a native speaker or customer acceptance testing.
If a user sets up an authorisation representative for service requests, the representative always receives info mails in English; this cannot be changed
If you insert service fields via placeholders, e.g. in a mail, parts of them (field names such as "Item Name") are always in English.
The handling of the translation file is way too complicated. Plus you cannot export/translate/import all necessary fields/texts.
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If this gets to the product team, i’ll be happy to help and share more of the translations or help translating them
Some German translations are really poor and I feel there is no proof reading by a native speaker or customer acceptance testing.
I also noticed that using Freshdesk in German. One time I reported a few bad/wrong translations to their support team and they ended up correcting it.
But before they did they sent me screenshots from Google Translate with the single words claiming they are right, when given the context they are definitely not...
Hello @Kristin Rebuschatis@julia.a - Our team is already currently reviewing this issue this based on our previous conversations. Please can you add further instances here so I can share it again.
cc: @joey.domhof
@alyssia.correa Do you mean additional examples of wrong Freshdesk translations? There you go:
When creating a new Data export here the submit button says “Zeitplan” > should say “Planen” though (“Zeitplan” means “the schedule” instead of “to schedule” which is what the button should say)
Within my profile settings the h3 title says “My Profile Settings”, so no translation at all > should say “Meine Profileinstellungen”
@alyssia.correa
@joey.domhof
Frontend
Within my profile settings it says: “ Delegation hinzufügen” - it should say: “Genehmigung hinzufügen”
Incident shoul be translated as “Störung” not as “Anliegen”
Backend
there is no official translation for the ITIL word Change Management in Germany, we use the englisch Version. You use the word “Änderungen” on all occasions. looks bad sometimes, for example at the field manager
Tcket list: on the filter side you don’t translate the major inc
if we find more, which is likely, shall we report that here in the future?
greetings
Hi all,
Just sharing my thoughts on this quickly.
Based on my translation related discussions with engineering recently, every translation needs to be treated separately, so the community is perhaps not the best place to go into too much depth.
That being said, if this (and similar) posts get enough traction, it can help us build a case internally to review the translation process. I acknowledge the feedback, as I have also seen a good amount of cases where translations weren’t fully accurate.
So the community can be used as a sounding board with regards to this topic. It is, however not really anything we can consider for the product roadmap in my opinion. The specifics very to broadly for this.
Best regards,
Joey
Hi Joey,
I agree that this is not a roadmap issue. It is a general quality issue which has been brought up by this community. I hope that this helps to raise attention to this matter, as this is a quality characteristic which definitively needs your attention.
Best
Monika
Or this translation of “report” on the search page
Hi @alyssia.correa
is there any update on this issue?
greetings
Hey @Kristin Rebuschatis
I have raised this with the Product Team. We should have some updates soon.
Hi all,
thanks a lot for all your feedback and apologies for the lack of movement over the past months.
I’m currently working with the product team to improve the German translations. This will not be a one-off change, but a step by step improvement, but we’re getting there word by word.
And in the true spirit of a community, I’d like to have your opinion regarding a specific translation: Given that Major Incident should be Major Incident in German as well, how should we best translate “Major Outage”?
Should we also stick with the English term or would “Schwerer Ausfall” bzw. “Schwerwiegender Ausfall” be more appropriate?
I would prefer “Major Outage” to make it consistent with “Major Incident”.
Another one: should “alert” be translated to “Alarm” or stay “Alert”?
I would stay with “Alert”
Hi all,
as some of you may have noticed, we updated several translations thanks to your feedback.
We hope this improves your user experience.
When you encounter further inadequate translations, please don’t hesitate to share this with Support. The team will then share this with our Product teams to review.
Hi @johannes.deneke
Thank you for the update. However, I am still missing corrections to important terms. The changes made so far are minor and do not address the necessary corrections to these key terms.
New Idea→Open : Open for Consideration
I would like to add that the quality of translations is not just related to German but also Swedish.
The “FÖRÄNDRINGSRÅD” translation is hilarious and generates a few laughs when demo:ing Freshservice with Swedish as a primary language. Don’t get me wrong - laughter is always good in sales, but I would prefer other kinds of laughters in my meetings.
The weirdness also is shown when Freshworks adds new features, the older has one translation and the newer has an entirely different translation. “Introduktion (litteral translation of “Onbarding”) av nyanställd (“employee”)” vs “Onffboarding av personal (“staff”)”
The same pattern is found when creating new on/offboarding - here the translations are closer and I’d say almost correct but differs alot from the admin-counterpart. Also note “Ändra” which means “(To) Change” or “Rapportera ett problem” which is the same texts for raising both Tickets and Problems.
In general - a poor quality of translations. I belive that Freshservice needs a do-over on translations in all languages!
/Alex
Hi all,
quick update from Freshworks: we are currently reviewing the current translations and for Freshservice, we follow the ITIL terminology as defined in this glossary. So you will see some changes on the platform very soon.
For the less general issues, we would need your feedback and support by reporting incorrect translations. That’s why we created this form.
Via this form you can report any inappropriate translations and share your suggestion. We will review the submissions together with our product teams and adjust the translation if applicable.
Thanks a lot for your support and helping improve our products!
@johannes.deneke Will the issues already reported in this thread be considered or do we need to fill out the form for those as well?
Hi @monika.hipp
good question, thanks.
So, the general translation issues you flagged in the original post will be resolved with the ITIL update we’re planning.
And regarding your first comment in this thread:
Schwerer Incident has been set to Major Incident in the meantime
Änderung will be changed to Change
As far as I can reproduce the second screenshot, the view has been changed and this has been changed by now
As I’m lacking context for the third screenshot, could you please submit this via the form?
@julia.a
The “Zeitplan” translation has been logged and is being evaluated
The h3 title has been fixed in the meantime
Thanks for your feedback!
@Kristin Rebuschatis
Delegation hinzufügen has been changed to Genehmigung delegieren
Following the ITIL Glossary Incident being a technical term will not be translated and stay “Incident”, same for Changes
