We serve customers in many different languages, which we have activated on Freshdesk so customers can choose their native language while on our public customer portal (help center). We have downloaded the translation files and translated all possible helpdesk and help center fields into each language we serve.
However, there is a limitation on the default tickets fields’ translation - they don’t show on the translation files and cannot possibly be translated into other languages, remaining always in English. This means that, on our help center’s ticket section, when customers consult their ticket history in their native language, they will be faced with some statuses in English. This is, of course, cumbersome, as it seems like a lack of care on our end, and many customers don’t even understand English so they don’t know what certain statuses mean.
Therefore, our suggestion is for Freshdesk to allow the translation of all fields (especially public ones), namely of the default statuses Open, Pending, Resolved and Closed.
Thank you for your attention :)
