Template based on language

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marconi
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Template based on language

Post by marconi »

Hi

With OTRS, is it possible to define signatures, salutations and response templates in many languages to be send as response (of course) based on customer language?
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Re: Template based on language

Post by crythias »

All those are queue related, so if you have language based queues, it might mitigate some of this request.
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marconi
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Re: Template based on language

Post by marconi »

How can I relate those things with the queue language ?!
For example, there isnt any field to indicate the language of a response template or salutation.
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Re: Template based on language

Post by crythias »

What I mean is, if the queue is TechSupport::Spanish, you can assign Spanish-language responses to the queue.
But you can't change language within a queue.
You can manually translate for each language within a queue, though:

Name/Nombre

Thank you/Gracias
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marconi
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Re: Template based on language

Post by marconi »

So, if in my country I have 2 official languages plus english because of foreigners, should I replicate my queues, salutations, signatures and response templates 3 times because of languages ?!!!
Or to write my salutation, signature and response template in 3 languages in the same text ?!!!
:shock:
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Re: Template based on language

Post by crythias »

marconi wrote:So, if in my country I have 2 official languages plus english because of foreigners, should I replicate my queues, salutations, signatures and response templates 3 times because of languages ?!!!
Or to write my salutation, signature and response template in 3 languages in the same text ?!!!
Pretty much. You'd still have to replicate your salutations, signatures, and response templates per language, unless you want your users to translate for you. After that, you'd have to assign them to a queue.
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Re: Template based on language

Post by marconi »

Thank you Crythias!

But I would like to put in here how I would need it:

Look my scenario...
The OTRS is intended to work in a country with 2 official languages and this country has a lot of foreigners (english language), so OTRS should work with at least 3 languages because of its customers, and the agents are capable to attend in all 3 languages. Therefore the automatic things like auto-response, response template, salutation and signature shouldn't depend on queue language or agent language, but those things should depend on customer language. What I mean is... on the job, the agent just would read the customer ticket and he would answer in the same language by choosing from dropdown of response templates already filtered based on customer language, and the OTRS also would get automatically the correct salutation and signature based on customer language. Thus I wouldn't need to have either replicated queues because of the languages or templates written in 3 languages in the same text.
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Re: Template based on language

Post by crythias »

I know what you mean. If you find another application that does that well, let me know.
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Re: Template based on language

Post by danial77 »

marconi wrote: The OTRS is intended to work in a country with 2 official languages and this country has a lot of foreigners (english language), so OTRS should work with at least 3 languages because of its customers, and the agents are capable to attend in all 3 languages. Therefore the automatic things like auto-response, response template, salutation and signature shouldn't depend on queue language or agent language, but those things should depend on customer language. What I mean is... on the job, the agent just would read the customer ticket and he would answer in the same language by choosing from dropdown of response templates already filtered based on customer language, and the OTRS also would get automatically the correct salutation and signature based on customer language. Thus I wouldn't need to have either replicated queues because of the languages or templates written in 3 languages in the same text.
That would be a really nice feature, i am also looking forward to see if you can achieve it through any extra modifications
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