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title: Ticket Filing & Comment Translation
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---
For primarily English-speaking Service Desk teams or language compliance restrictions from an outsourced Service Desk team to only record tickets in English, this new capability allows a seamlessly machine translation of non-English text to English when filing a ticket or adding a comment.

When a ticket needs to be filed within the bot, the **Ticket Filing Translation (TFT)** experience will automatically machine translate the user's non-English text to English when the ticket is filed. Within the ticket, the short description and description will be in English; whereas, the worknote will contain the original non-English text, along with a note of the translation.  

When adding a comment within the bot, the **Comment Translation (CT)** experience translates non-English text to English. The original non-English text is stored as a work note in the ticket. Furthermore, when an agent responds to the ticket in english, the comment is translated on-the-fly to the user's preferred language within the Bot. This experience must be configured with on-the-fly translation experience.

## Scope

* Multilingual Support (MLS) needs to be ready or has already been launched throughout the company.
* This experience is only from user to agent. If an agent adds a non-english comment, there is no translation applied onto the ticket itself. 

## Workflow

![](https://files.readme.io/3fdfd0c-small-Untitled_-_2023-05-01T000216.354.png)

## User Experiences

### The Employee experience

![](https://files.readme.io/80b559f-image.png)

### The Agent view

**Experience from TFT**

![](https://files.readme.io/91e2dc2-small-Untitled_-_2023-05-01T000231.994.png)

**Experience from CT**

![](https://files.readme.io/a861e3f-small-Untitled_-_2023-05-01T000335.746.png)

# FAQ

### Q: Can the user edit the translation during the draft experience?

**A:** To create a frictionless experience, we designed the flow to make it fast to file a ticket and add a comment; therefore, we removed a step in the process. 

### Q: What if I want to make an edit to the translation?

**A:** If there is an issue with the translation, the user can follow-up with a comment to *correct* the translation, assuming the end user is somewhat English proficient. After translation, the user has the ability to provide feedback via the buttons, e.g. “Looks good.” 

### Q: Can I enable one without the other?

**A:** No - these are separate capabilities that are toggled simultaneously. 

### Q: What languages are supported for ticket translation?

**A:** There are no restrictions. Any language supported by Moveworks can have this experience. 

### Q: Can I restrict which languages should be translated?

**A:** Yes. Sometimes, there are Service Desk teams staffed for a specific language; therefore, you want to keep the native language within the ticket itself. Contact your Customer Success team to configure the blocklist for this experience.