Auto-translate Tickets in ArminCX
What is this?
A way to read cross-language tickets in your own UI language. When a customer writes in a language different from yours, ArminCX can translate the whole thread, messages and AI reply suggestions, into your interface language. No more translating by hand.
Good to know first: what you see by default
Cross-language tickets open in the customer's language. Open a Spanish ticket and you see Spanish messages. That's the default for everyone. You only see translated threads once you opt in for yourself.
Good to know: This is a personal, per-agent setting. Turning it on changes your view only, not your teammates' view, and it stays on across sessions.
⚙️ How to turn it on
Open Settings → Account → Ticket preferences.
Enable Auto-translate tickets into my language. It's off by default.
Set your UI language from the language selector in the sidebar. That's the language tickets get translated into.
📸 [Screenshot: the Ticket preferences section in Settings → Account, with the "Auto-translate tickets into my language" toggle]
When auto-translate runs
It only runs when all of these are true:
You enabled Auto-translate tickets into my language in Ticket preferences.
The ticket has a known language (e.g. Spanish, German).
That language is different from your UI language.
It does not run when the setting is off, when the ticket language is unknown, or when you and the customer already share the same language (e.g. English UI and an English ticket).
Reading and switching the view
✅ Setting on: the thread opens in your language. A ticket-wide banner shows Translated from [language]. Use Show original to switch the whole thread back to the customer's language, and Show translation to switch it back again.
🔄 Setting off: you read messages in the customer's language. When you want a translated view, use Translate all in the ticket header and pick any target language for the whole thread. This control is always available when auto-translate is ofAI reply suggestions With auto-translate on, AI reply suggestions show in your UI language too. Accept a suggestion with Tab. The text that gets inserted matches what you see on screen.
When to use it
You handle tickets in languages you don't read fluently and want everything in one language.
Your UI is in one language (say English) but customers write in several.
When NOT to use it
You and your customers share the same language. Auto-translate won't trigger anyway, so leave it off to skip an unnecessary banner.
You prefer to read customers in their own words and only translate the occasional thread. Keep the setting off and use Translate all per ticket when you need it.
Good to know: Your per-ticket view (original vs translated) is remembered during your session when auto-translate is on. If translation is unavailable for a single message, that message shows its original text and the rest of the thread is unaffected.
You're all set and good to go!