Detect Ticket Language and Route to the Right Agent
Serve global customers well — automatically detect each ticket's language and route it to an agent who speaks it, or attach an instant translation.
- 1
Trigger on New Tickets
Add a
Zendesk Triggernode firing on ticket creation. - 2
Detect the Language
Add an
OpenAInode returning the ISO language code of the ticket body. - 3
Route to a Speaker
Add a
Switchnode assigning the ticket to the agent group covering that language. - 4
Attach a Translation
For languages without a dedicated agent, add an
OpenAItranslation as an internal note so any agent can help. - 5
Activate and Test
Activate the workflow and submit tickets in a few languages. Confirm routing and translation work.
Frequently asked questions
Is machine translation good enough?
For support it's usually fine; let agents reply in English and translate the response back for the customer.
Can I set a default group?
Yes — route unrecognized or rare languages to a general queue with translation attached.
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