Overview

SupportLogic offers built-in translation capabilities that help users understand case comments and communicate seamlessly across languages. This feature enhances collaboration between teams and improves efficiency when working with globally distributed customers.

1. Translation Limits

To ensure optimal performance and reliability, translation services follow these system limits:

These limits are consistently applied to all translation actions within the platform.

2. Translation of Case Comments (View-Only Translation)

Once translation is enabled for your organization, SupportLogic will automatically allow users to view translated versions of case comments within the UI.

• No user-level setup is required.

• Translations appear directly in the case timeline for supported languages.

• This is a read-only translation—your original data remains unchanged.

This ensures users can quickly understand customer updates without switching tools or manually translating text.

3. Translation in the Comment Editor (Reply Translation)

SupportLogic also supports translating your own outbound comments before posting them to the case.

When this capability is enabled, the comment editor includes translation options allowing you to:

• Draft your response

• Translate it into the customer's preferred language

• Review the translated version before posting

This helps ensure clear and accurate communication across languages.

4. Important Notes

• The translation features described above are managed at the organization level and require activation by a SupportLogic administrator.

• End users cannot enable or modify translation configurations on their own.

• Once enabled, all supported translation capabilities will automatically appear in the UI for eligible users.

If you have any questions about translation features or would like them enabled for your environment, please contact your SupportLogic administrator or reach out to SupportLogic Support.