How to automate multilingual replies in Freshdesk using templates: A 2026 guide

So, your company is growing and reaching customers all over the world. That’s fantastic! But it also brings an important new challenge to your support desk: how do you offer quick, helpful answers in multiple languages? Your customers appreciate support in their own language, and Freshdesk provides a powerful, mature platform to help you manage these global interactions effectively.

This guide will walk you through the standard way to set up multilingual reply templates in Freshdesk. We’ll cover the built-in features first, and then we'll look at how AI can complement these tools to provide an even more automated experience for global customer support.

What you'll need

Before we jump in, just make sure you have a few things ready:

• A Freshdesk account with either the Pro, Pro + AI Copilot, or Enterprise plan. These plans have the robust multilingual features you’ll need.

• Admin access to your Freshdesk account.

• A list of the languages you need to support.

The standard method for multilingual replies in Freshdesk

Freshdesk has impressive built-in tools for running a multilingual helpdesk. This method allows you to manage different languages directly inside the platform. Here’s a look at how it’s done.

Step 1: Turn on multiple languages in your account

First, you'll want to specify the languages you'll be working with in Freshdesk.

To do that, head over to Admin > Account Settings > Manage Languages. Click “Add Language” and pick all the languages your team supports. Setting your main language as the default is a great way to keep things organized. This step unlocks the localization options you'll use to serve your global audience.

Step 2: Create multilingual "canned response" templates

Canned Responses are Freshdesk's answer to efficient reply templates. They are designed to help agents provide quick, consistent answers. You can find them under Admin > Agent Productivity > Canned Responses.

For every common question, such as a password reset request, you can create a dedicated canned response for each language. This allows you to maintain a professional list like this:

• "password_reset_en"

• "password_reset_es"

• "password_reset_de"

• "password_reset_fr"

Freshdesk makes it easy to categorize these, ensuring your team can find the right response when they need it. As your support needs grow, keeping these templates updated ensures your global customers always receive the most accurate information.

Step 3: Localize your customer portal and ticket forms

To give your customers a smooth experience, Freshdesk allows you to translate portal text, ticket field names, and dropdown menus.

To translate ticket fields in Freshdesk, you can download a YML file for each language, add your translations, and upload it back into the system. This ensures that every touchpoint a customer has with your brand feels local and professional.

Step 4: Use workflow automation to route tickets by language

Freshdesk’s automation tools are excellent for ensuring tickets reach the right person at the right time.

You can set up a rule under Admin > Workflows > Automations that triggers when a new ticket arrives. By using a condition like "Ticket properties," you can check the customer's language and automatically assign the ticket to an agent or group with the matching language skills.

This routing ensures that once the ticket is assigned, the agent can quickly select the appropriate canned response in the correct language and hit send. It's a reliable way to manage global workflows within a trusted ecosystem.

Considerations for scaling the standard method

The native, template-based approach is a great starting point for many teams. As your business continues to scale, here are a few considerations to keep in mind:

• Template management. As you add more languages, you'll want to ensure you have a process for updating multiple templates whenever a policy changes. Freshdesk's organized structure helps with this maintenance.

• Agent workflow. While canned responses save typing time, agents still spend a moment selecting the right one. For very high-volume teams, adding an AI layer can help speed up this selection process.

• Personalization. Canned responses are excellent for consistency. To add even more personalization, agents can customize these templates with specific customer data before sending.

• Brand voice. Maintaining a consistent tone across many languages is a key goal. Large teams often find that combining Freshdesk's tools with AI helps ensure the brand voice remains steady across every translation.

Enhancing multilingual replies with AI automation

Instead of only relying on static templates, modern AI tools can complement your Freshdesk setup to provide dynamic, context-aware replies in any language.

A solution like eesel AI is an option some teams consider to further enhance their efficiency. It’s an AI platform that works within the Freshdesk ecosystem to help automate support while keeping your current workflows intact.

How AI complements the Freshdesk experience

• Centralized knowledge. eesel AI can draw from your existing company knowledge, such as help center articles or documentation in Confluence. When you update your source material, the AI stays updated too, working alongside your Freshdesk templates.

• Learning from success. The AI can analyze past successful ticket conversations in Freshdesk to understand your brand voice and policies. This helps it suggest helpful answers in every language you support.

• Dynamic responses. When a customer reaches out, an AI agent can generate a personalized answer in their language. It can also assist with tasks like checking order details in Shopify or escalating complex issues to your human agents in Freshdesk.

Getting started with AI-driven multilingual support

While Freshdesk provides the foundation, adding an AI solution is a simple way to increase your automation levels.

Step 1: Connect Freshdesk to eesel AI

You can connect Freshdesk to the eesel AI dashboard quickly. This allows the two systems to work together to draft replies for your agents.

Step 2: Add your knowledge sources

Next, you can connect your help center URL or other resources like Confluence or Google Docs. eesel AI learns from these sources to help answer customer questions accurately within your Freshdesk environment.

Step 3: Configure your AI agent

You can use a simple editor to set your AI's personality and escalation rules. For example, you can instruct it to "Always be friendly" or "Escalate refund requests to the billing team in Freshdesk."

Best practices for global support

• Review translations for context. Machine translation is a great tool, and it works best when paired with AI that understands the context of your specific business conversations.

• Optimize your workflows. Rule-based workflows in Freshdesk are very reliable. Adding AI helps these workflows become even more flexible as customer needs evolve.

• Identify knowledge gaps. Freshdesk and eesel AI can help you see where information might be missing from your help articles, allowing you to continuously improve your resources.

Moving forward with Freshdesk and AI

Setting up multilingual support is a vital step for any global business, and Freshdesk is a strong, capable platform to lead that charge. While built-in templates provide a reliable foundation, adding AI is an excellent way to scale your operations for the future.

Customer support automation offers a path to even greater efficiency. By combining Freshdesk’s mature ecosystem with AI, you can provide instant, high-quality support that keeps your global customers happy while empowering your agents to do their best work.

Ready to see how it works?

Take the next step: See how eesel AI can complement your Freshdesk setup and help you automate even more conversations today. Start your free trial or book a demo with our team.

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