The SimplrFlex platform occasionally receives tickets in languages other than English.
In these cases, it is up to the Expert to decide if they'd like to handle the ticket. They can make this determination based on their comfort level with the Business Partner, the language, and the ticket itself.
In the event that the Expert receives a ticket in a language that they cannot read/write, they are welcome to use translation services such as Google Translate to help understand and respond to the customer. There is a great Google Translate extension for Google Chrome.
Here's our suggested process:
Copy and paste the customer's message into Google Translate to understand how you can help the customer.
Find an answer using the various resources provided to you.
Write your response in English.
Copy/paste your response and translate it into the customer's language.
Paste your translated answer into the platform above the English response you composed. (We suggest also including your original response in English in case the translator messes something up.)
It's important to note that some Business Partners have specific requirements about how they'd like foreign language tickets handled, if at all. Please review the Partner Alerts or reach out to a Specialist for guidance if you're uncertain.