Zendesk Users: Multilingual Support Setup for Amazon

ChannelReply’s API enables you to manage Amazon messages in Zendesk. This lets you do things that are normally impossible, like use customer and order data in macros.

There’s just one problem for international users: the automatic language detection feature in Zendesk Professional and Enterprise only works with emails, not with messages delivered through an API. This can make translation a pain. Here’s how to work around that issue and turn Zendesk into a multilingual helpdesk for Amazon:

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Make Sure Languages Are Enabled

To set up multilingual support for Amazon, you must first have more than one language set up in Zendesk. You can add languages by going to Admin (the gear icon) -> Account -> Localization -> Additional Languages.

Note: Click on any image to view it at full resolution.

Adding Languages in Zendesk

Then check off the boxes next to the languages you want to support and click “Save Tab.”

Setting Up Zendesk as a Multilingual Helpdesk

Automatic Language Assignment by Country

By taking advantage of Zendesk’s powerful business rules, you can divide Amazon messages by country. Then you can treat them as using the language of your choice. You can automatically set the language for German customers to German, Canadian customers to English or French, and so on.

Step 1: Create an Organization

All Amazon customers get a unique email address that reveals the country they’re based in. For example, those from France will have the domain "marketplace.amazon.fr" after the @ sign. You can use these domains to create an organization in Zendesk.

Here’s how to set one up using Amazon France as an example:

  • Log in to your Zendesk administrator account (agents can’t create organizations).
  • Hover over “+ Add” in the upper-left of your Zendesk screen.
  • Click “Organization.”

How to Add an Organization in Zendesk

  • Enter a unique name for your organization, such as “French Speakers.”
  • Enter the domain in the Domains field (in this case, marketplace.amazon.fr).
    • You can enter more than one domain; for example, if English is not your primary language, you might want to include all English-speaking country domains in one organization. Each domain should be separated by a single space (no commas).
  • Click Save.

Creating an Organization in Zendesk

You can edit your organization immediately after creating it. If you navigate away, you can find it again by going to Admin (the gear icon) -> People and then clicking “organizations” below the search bar.

Where to Edit Organizations in Zendesk

Step 2: Tag Your Organization

Once you’re on the organization’s page, you should see “Tags” in the upper left. Click on the dash and enter a tag name, such as “French.”

Adding a Tag to a Zendesk Organization

If you don’t see “Tags,” you may need to enable tagging of organizations:

  • Click the gear icon in the left-hand menu of your Zendesk screen.
  • Scroll down to SETTINGS and click Customers.
  • Make sure “Tags on users and organizations” is set to “Enabled.”
  • Click “Save tab” if you made any changes.

How to Enable Tagging of Users and Organizations in Zendesk

Step 3: Create a Trigger or Automation

The last step is setting the language with a trigger or automation. Here’s one example of a trigger for setting the language:

  • Conditions
    • Meet all of the following conditions
      • Status| Is | New
      • Tags | Contains at least one of the following | [the tag you assigned to the organization]

Auto-Assign Language Trigger Conditions

  • Actions
    • Language | [the language associated with the tag]

Click “Create” to save your trigger.

Auto-Assign Language Trigger Action

Bam! All customers from that Amazon domain who send in a new ticket will automatically be assigned the appropriate language.

Manual Language Assignment

Need to set a customer’s language manually? Easy! All you have to do is navigate to their profile (you can do this by clicking on their name in any ticket) and then use the language dropdown on the left to select their language.

Editing User Language Manually in Zendesk

Great, Everyone’s Language Is Set! So… What Can I Do Now?

Now you can use languages in any language-dependent trigger, macro or automation! For example, you can use Zendesk’s dynamic content feature to create a single macro that holds all translations of a canned reply. When you choose the macro, it will detect the language and automatically fill in the correct translation.

This is on top of the other powerful features of using ChannelReply with Zendesk macros, like being able to auto-enter the Amazon customer’s name, the title of the item they ordered, and the total order amount. That’s a lot accomplished with just one click!

If you’ve used ChannelReply to turn Zendesk into an eBay/Amazon autoresponder, you can also use these steps to auto-translate your automatic replies. You can set things up so that when an Amazon France customer contacts you, they’ll instantly receive a message in French thanking them by name and explaining your business hours in Central European time.

Another great option is setting up triggers to auto-assign tickets to agents or teams who speak that language.

There’s a lot more you can do, of course. Explore and experiment, and soon you’ll find ways to save your team hours of work every day!

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