Question: How to Automatically Assign Tickets Based on Customer's Language?
FeaturedOur support team is now global, with agents dedicated to specific languages (English, Spanish, French). We need a way to automatically route incoming tickets to the correct language queue. Currently, we're doing this manually by having a triage agent read every new ticket, which is a huge bottleneck. I've looked into triggers and automations, but I can't find a reliable way to detect the language of the incoming ticket body. Is there a built-in feature for this, or perhaps an app in the marketplace that can handle language detection and then apply a tag or set a custom field? We want the ticket to be assigned to the 'Spanish Agents' group if it's in Spanish, for example. Any advice or working examples would be a lifesaver.
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