Hello,
I noticed that when the customer creates a ticket through the help widget on our website, the customers language is not recognized by Freshdesk and it assigns no language paramter for the customer (if the customer is a new one). If the customer creates the ticket through the support portal, then the language is recognized correctly and Freshdesk assigns the language correctly.
We have three languages Finnish, Swedish and English. Now when a Swedish customer makes a ticket through the help widget, he/she is not assigned any language and when we reply to the customer's ticket the reply template is the default one (Finnish) and the form email is also defaul (ending in .fi). Every time we have to first edit the customer -> select the language Swedish for the customer -> change the from email to the correct Swedish one (.se) and change the email template for the correct Swedish one.
I contacted Freshdesk support who investigated the problem and told me that it is correct that the widget is not recognizing the languages and they currently do not have any fix for this.
Do any of you have this problem or find is as problematic and have anyone found a workaround through the API or some automation rules for this problem?
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