You can set up translations for ticket fields based on the various languages available. These translations will reflect for:

  1. Customers on:(customers will see the translated content based on their preferred language choice or browser language)
    • Customer portal
    • Help widget
  2. Agents on:(agents will see the translated content based on their language preference under Profile Settings)

  • Ticket details page (Ticket properties)

  • Ticket list page (Card view)

  • New ticket page

  • New email page

Managing Translations for Ticket Fields in Freshdesk:

  1. Log in as an Admin and go to Admin > Account > Helpdesk Settings.

  2. Click Manage Languages.

  3. If you are on Customer Service Suite, you will be redirected to the Language Settings page. Here, click Translate ticket fields.

  4. You will find the list of languages associated under Supported Languages. Choose the preferred language from the drop-down. Click Translate ticket fields to update the corresponding translations.
    Note: If you are on Customer Service Suite, you can add and manage languages only on the Language Settings page. Hence, you will not find the drop-down to add languages.

  5. You can download the current language file and use a text editor to open the .yml file.

  6. You can enter translations for the respective custom ticket field within the inverted quotes (‘ ’) on the .yml file and upload the translated file.


Once this is done, your agents and customers will be able to see their ticket pages in the corresponding mapped language. These translations will be reflected in the help widget, customer portal, ticket details page, ticket list page, new ticket page, and new email page.