multiple language sites

[Vincent]

We own several sites in multiple languages. Two questions:
- can we use the Hesk-tool in multiple languages on our sites? And can we redirect all the tickets to one helpdesk?
- can we identify the tickets created on the sites in the centralized helpdesk? Can we see which ticket is created on which site?

Thanks!

[Klemen]

Yes, multiple languages are supported, although not fully (for example at the moment you cannot create different categories, articles or custom fields for different languages).

HESK doesn't have automated means of identifying the incoming site, but you can for example use categories to display different websites (one category name is "domain1.com", one category is "domain2.com", ...).

[Vincent]

Hi Klemen,

Can we automatically assign tickets to agents based on categories AND websites ??

[Klemen]

At the moment HESK only supports assigning tickets to any user with access to a category. So tickets will be assigned to anyone with access to the category and auto-assign tickets activated on the Users page.