Hoi Koen,

bij mij staat het allemaal in nederlands sinds de laatste update..

Groet Maikel

Hoi Maikel,

Wat bedoel je daarmee? Mijn probleem is gewoon dat de status ‘Pending’ in het Nederlands op freshdesk wordt vertaald als “In behandeling”.. Wat onjuist is..

Want Pending = In afwachting (van antwoord klant)

In behandeling = In progress >> Als ik deze status zo zie dan lijkt het alsof ik als agent de volgende actie moet doen, terwijl ik juist op een antwoord wacht van de klant..

Dus Pending zou in het Nederlands ‘In afwachting’ moeten zijn..

Of hoe ga jij hiermee aan de slag? Dit moet bij jou toch voor problemen moeten zorgen met deze onjuiste vertaling?

groetjes,

Koen

Hi Koen,  

The original intention of usage of the status PENDING is not to wait for an update from customers but from Agents. If you would like to wait until customer gets back to you, you can make use of Awaiting Customer response or Awaiting third party or any other custom statuses which are available in Freshdesk. But PENDING would be used internally when Agent needs to reply to the customer later and meanwhile they can put the status as PENDING while they do their work. 

So the translation here would mean that the action is pending from Agent's side and not from customer's side.

Previously, we have had an issue a few days ago that, this got changed to 'wachten op reactie' which is incorrect (it means waiting for response and customers already have custom statuses for this). This was wrong and later it got corrected to "In behandeling". The changes are implemented after taking a lot of feedbacks we received from our customers.

If you would like to show a different status to the customer when it is is PENDING, you can use the translations in that case, so that customers will be shown the translated word that you have entered there. 

Thanks and have a great day! 

Since today Pending has been altered by Fresh to ‘In afwachting van’ which confuses me and my agents, because we are used to ‘In behandeling’ after 2 years. 

Hello @MireilleR - is this still an issue that you are facing? Have they been any other issues with translations that have been occuring?

Hello @alyssia.correa  This occured yesterday around 10 am when apparently the language file has been updated by Fresh. I am already in contact with Fresh support to have this reversed for our company. Afterwards i can make a plan how to grow into this change gradually. Our agents (and our customers whom are not affected) use the dutch version and have accostumed to ‘Pending’ as ‘In behandeling’ which indicates that the ticket is ‘In progess’. Although the current translation for ‘Pending’ ‘In afwachting van’ is perhaps more accurate, (although i would have dropped the ‘van’) it’s not the way we implemented / introduced it to our agents. If it  would have been translated as ‘In afwachting van’ since the beginning, i would have created a custom status called ‘In progress’ / ‘In behandeling’. I always wondered why ‘Pending’ was translated as ‘In behandeling’, for ‘Pending’ to me has a ‘waiting’-feel to it, and not an ‘actionable’ -feel, but I didn’t give it another thought bcoz this was the way it was, and perhaps my finer interpretation of the english language was lacking :)  

Maybe I am being a bit nit picky about the interpretation difference between ‘In behandeling’ and ‘In afwachting van’, and after the initial dust has settled i will let it be (althought i have to alter  documentation and naming conventions in naming of, and within worklflows, and widgets within reports and dashboards etc) I was relieved to find everything still worked (API calls, worklflows, reports etc)

Hoi Koen,

 

bij mij staat het allemaal in nederlands sinds de laatste update..

 

Groet Maikel

 

Hoi Maikel,

Wat bedoel je daarmee? Mijn probleem is gewoon dat de status ‘Pending’ in het Nederlands op freshdesk wordt vertaald als “In behandeling”.. Wat onjuist is..

Want Pending = In afwachting (van antwoord klant)

In behandeling = In progress >> Als ik deze status zo zie dan lijkt het alsof ik als agent de volgende actie moet doen, terwijl ik juist op een antwoord wacht van de klant..

 

Dus Pending zou in het Nederlands ‘In afwachting’ moeten zijn..

Of hoe ga jij hiermee aan de slag? Dit moet bij jou toch voor problemen moeten zorgen met deze onjuiste vertaling?

groetjes,

Koen

Hoi Koen, is inmiddels opgelost bij jou ook?