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A ticket form (ticket template) can have a version in each language your clients use. AI writes each version, you review it, and requesters who use that language see the form in it. Field choices, routing, and the ticket your team receives stay the same. This guide is for MSP staff who manage ticket forms.

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Before you start

  • Your role needs permission to write ticket settings (Settings > Tickets). With read access only, you can open a translation to read it, but not change it.
  • AI must be available for your account. If it is not, MSPortal shows “AI isn’t available for this account, so forms can’t be translated right now.”
  • Save the form first. The Languages section appears once a form has been saved, on main forms and on branches. Translations use the saved form, so Translate is unavailable while you have unsaved changes.

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Translate a form

1

Open the form

Go to Settings > Tickets > Templates and open the form.
2

Open Languages

Expand Languages. The section shows the language the form is written in, such as Written in English, and any versions it already has.
3

Click Translate

The Translate dialog opens with the form’s name in its title.
4

Check the form's language

Form is written in shows the form’s current language. A new form is written in your tenant’s Default Language, and a branch follows its main form. Change it only if the form’s text is in another language.
5

Pick languages

Under Translate into, select each language you want. Languages the form already has are selected when the dialog opens.
6

Choose branches and status

If the form has company branches, keep Also translate N company branches selected to translate them too. Select Turn each language on when it’s ready to show each finished version to requesters right away. Leave it off to review each version first.
7

Click Translate into N languages

A progress bar tracks each form. When the run finishes, the dialog reports how many language versions are ready. Click Done.
Translate Printer is broken dialog with English as the form's language, Deutsch and Français (Canada) selected, and Turn each language on when it's ready left off.

The Translate dialog for one form.

To stop a run that covers several forms, click Stop after this form. Closing the dialog during a run does the same. Forms already finished keep their new versions. Turn each language on when it’s ready turns a language on only when every string was translated. A version with text still missing stays a draft, and the dialog lists the languages that need another try.

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Check a form’s languages

Each language in the Languages section shows: The Languages heading also shows how many languages are on, such as 1 on, or Needs update when the form has changed since it was translated.
Languages section of the Printer is broken form, with Deutsch as an AI-translated draft and Français (Canada) turned on and reviewed.

The Languages section of a form with one language on and one draft.

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Review a translation

1

Open Review

In the language’s menu (…), click Review.
2

Read each string beside its source

The Text view lists the form’s text in form order, grouped by section. Each row names the kind of text, such as Field label, Help text, or Choice, and shows the source on the left and the translation on the right. AI marks a translation nobody has changed yet. Needs translating marks text with no translation.
3

Edit what needs changing

Type over any translation. Text you leave empty shows in the form’s own language.
4

Preview the form

Click Preview to see the form in that language, including your unsaved edits. Click Text to return to the list.
5

Save

For a draft, click Save as draft to keep it hidden, or Save and turn on to show it to requesters. For a version that is already on, click Save. Saving marks the translation as reviewed.
Review Deutsch dialog listing the form title, description, section and field text in English beside their German translations, with Save as draft and Save and turn on buttons.

Reviewing a draft translation beside the form's own text.

If you click Cancel with unsaved edits, MSPortal asks before it discards them. If someone else saved the same language while you were reviewing, MSPortal tells you and reloads the latest version.

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Turn a language on or off

Use the switch on the language. When it is on, requesters who use that language see this version. When you turn it off, the version is kept as a draft, and you can turn it on again later.

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Update translations after the form changes

When you add or change text on a translated form, its versions are missing that text. The Languages heading shows Needs update, and the section says the form changed after it was translated.
  • Click Update N languages to translate the missing text in every language that needs it.
  • To update one language, open its menu (…) and click Translate missing text.
Only text that has no translation yet is translated. Existing translations, including your reviewed edits, stay as they are. Until you update, the new text shows in the form’s own language.

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Translate company branches

A branch without its own versions uses its main form’s languages. In the branch’s Languages section, those versions show From main form. Text that only the branch has shows in the form’s own language. To give a branch its own versions, use one of these:
  • On the main form, keep Also translate N company branches selected when you translate.
  • On the branch, click Translate in its Languages section.
  • On the branch, open a language’s menu and click Review and give this branch its own copy, then save.
A branch reuses its main form’s translations for the text they share, so only its own text goes to AI.

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Translate many forms at once

1

Select forms

In Settings > Tickets > Templates, select the forms you want.
2

Open Translate

Click Bulk Actions and choose Translate. The dialog’s title shows how many forms you selected.
3

Pick languages and options

Form is written in starts at Each form’s own language, so each form keeps its language. Pick languages, then choose the branch and status options as for a single form.
4

Run and review

Click Translate into N languages. MSPortal translates one form at a time, each main form before its branches. New versions are drafts unless you turned them on. Open each form’s Languages section to review and turn them on.

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Remove a language

Open the language’s menu (…), click Remove, then confirm with Delete. Requesters who use that language then see the form in its own language.

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What requesters see

  • Their language: a requester sees the form in the language they use MSPortal in. That is the language they pick in the language menu (globe icon). If they have not picked one, it is their company’s language, then your tenant’s Default Language.
  • Closest match: MSPortal shows the version in the requester’s exact language first. If there is none, it shows a version in another region of the same language. For example, a requester using Français (Canada) sees the Français (France) version when the form has no Français (Canada) version.
  • Only versions that are on: drafts never reach requesters. Without a matching version that is on, the form shows in its own language.
  • Where: on New Ticket, and in the ticket form the AI assistant opens.
  • The ticket stays the same: field choices, routing, rules, and the ticket your team receives keep the form’s own language, including the ticket created in your PSA.
To show forms in one language to all of a company’s users, set the company’s language in Settings > Companies. A user’s own choice in the language menu still takes priority.

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Languages you can translate into

English, Čeština, Dansk, Deutsch, Español, Eesti, Suomi, Français (Canada), Français (France), Italiano, Lietuvių, Latviešu, Norsk bokmål, Nederlands, Polski, Português, Slovenčina, and Svenska. The form’s own language is not offered as a target.

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Troubleshooting

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Frequently asked questions

No. Field choices, routing, and the ticket body stay in the form’s own language, whichever version the requester filled in.
Only if it is on. New versions are drafts unless you selected Turn each language on when it’s ready.
No. Update and Translate missing text only fill in text that has no translation yet.
Yes. Open Review and type or replace any translation, then save.

How to create a ticket template

Build forms, branches, and access settings.

Create and preview a ticket template

Draft a form and preview it before you save.

Manage your profile

Choose the language you use MSPortal in.

Companies

Set a company’s default language.