Question 1

How do I translate a ticket into my language?

Accepted Answer

1) Open the ticket and click the "Translate" button at the top, next to the subject. 2) If asked, choose the source language under "From" (or leave it on "Auto-detect") and the target language under "To". 3) Click "Translate". The ticket content and conversation are shown translated, and the button changes to "Translated from {source} to {target}". Deskhero remembers your target language for next time.

Question 2

Can I write my reply in my own language and send it in the customer's language?

Accepted Answer

Yes. When a ticket is translated, a button appears above the reply editor reading "Translate to {language}"; click it to translate your draft into the customer's language, and "Translate back to {language}" to switch it back. If you send a reply on a translated ticket, Deskhero asks "Do you want to send the reply in {target}? Original ticket language is {source}" so you can confirm the language before it is emailed.

Question 3

What happens to my draft reply when I translate a ticket?

Accepted Answer

Translating a ticket also translates any draft you already have in the reply editor, and any pending AI suggested reply, into the same target language. You can flip your draft back with the "Translate back to {language}" button above the editor.

Question 4

How do I see a translated ticket in its original language again?

Accepted Answer

Open the translate menu (the arrow next to the "Translate" button) and choose the ticket's original language as the target, then click "Translate". Deskhero detects that this matches the original language and reloads the untranslated ticket instead of calling the translator.

Question 5

How do I get a quick summary of a long ticket?

Accepted Answer

Open the ticket and choose Summarize. The AI reads the whole conversation and adds a recap at the end of the thread, written in the ticket's language. The summary is only visible to your team: it is never sent to the customer and never included in quoted replies, exports, forwards or merges. Colleagues with the ticket open see the new summary instantly, and you can delete a summary again if you no longer need it.

Question 6

What is "Add AI summary" in the reply editor?

Accepted Answer

When you send a reply with "No history", the customer does not get the earlier messages quoted below it. "Add AI summary" fills that gap: the AI writes a short recap of the conversation addressed to the customer and inserts it at the end of your reply, so the customer has the context in one email. The recap is ordinary text: read it, edit it and add your own greeting and sign-off before sending. The button appears in the actions row under the reply editor while "No history" is selected.

Question 7

What does the AI summary in a reply include, and what does it leave out?

Accepted Answer

The recap is written to the customer on behalf of your company, in the ticket's language, and covers only what the customer already saw: their own messages and the replies sent to them. Private notes, messages forwarded to other people and what those people answered are left out. It states what happened without promises or advice, and it has no greeting or sign-off, since you write those. Nothing is stored: the recap only exists in your reply until you send it, and you can change or delete it like any other text.

Question 8

Why is the reply editor covered with "AI summary in progress..."?

Accepted Answer

Deskhero is generating the customer-facing recap for your reply. While it works, the editor is covered, the reply tools are paused and "Send" is disabled, so the recap lands at the end of your text and not in the middle of an edit. It usually takes a few seconds. When it is done the recap is inserted and you can edit everything again. If it fails you see "Could not generate the summary. Please try again." and can retry.

Question 9

Is "Add AI summary" the same as "Summarize thread"?

Accepted Answer

No. "Summarize thread" on a ticket adds an internal recap to the thread for your team; it is never sent to the customer and never quoted in replies. "Add AI summary" in the reply editor writes a recap addressed to the customer and inserts it into your reply, so it is meant to be sent. Both are written by the AI in the ticket's language; only the reply recap leaves the workspace, and only when you send the reply.

Question 10

Does the AI summary disappear if I switch back to Full history?

Accepted Answer

No. Once inserted, the recap is ordinary text in your reply. If you switch the message history back to "Full history", the customer gets both the recap and the quoted earlier messages, which is usually more than needed. Delete the recap from the reply, or stay on "No history", whichever fits.

Translation and summaries

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