---
title: "Handling Support Requests in Unsupported Languages: A Guide"
canonical: "https://support.appfire.com/space/SUPPORT/3494740202/Handling%20Support%20Requests%20in%20Unsupported%20Languages%3A%20A%20Guide"
format: markdown
---
**Use this guide when:** a customer submits a support request in a language the team does not support, and the team can provide assistance only in English.

This page documents a simple, repeatable process for handling tickets like [https://appfire.atlassian.net/browse/SUPPORT-267140](https://appfire.atlassian.net/browse/SUPPORT-267140). The goal is to respond respectfully, set expectations clearly, avoid long back-and-forth loops, and close inactive requests consistently if the customer does not continue in English.

# Scenario Summary

In the reference case, the customer asked questions in French about BigPicture and later stated that they did not speak English. The assigned support engineer replied that support is available only in English and asked the customer to resend the question in English. No actionable follow-up was received, so the standard reminder and timeout process was allowed to complete.

# Why This Process Matters

- It keeps communication respectful and clear.
- It prevents agents from attempting unsupported multilingual support ad hoc.
- It creates a consistent customer experience across the team.
- It reduces unnecessary reopen-and-wait cycles.
- It supports clean documentation for later review.

> ℹ️ **Core principle:** We can acknowledge the customer's language, but we should not imply that support can continue in that language if the team officially supports English only.

# Recommended Handling Process

1. **Identify the language mismatch.**
  Check the description, comments, and any virtual agent transcript. If the customer writes in a non-supported language or explicitly says they do not speak English, treat the request as a language-limitation case.
2. **Confirm the product and whether a real support request exists.**
  Sometimes the customer is asking a pre-sales or general product question rather than reporting a technical issue. Even so, if the request is in an unsupported language, the same communication rule applies: ask for English before continuing.
3. **Send the standard English-only response.**
  Reply politely, thank them for contacting support, explain that the team can assist only in English, and ask them to resend the question in English.
4. **Do not continue substantive troubleshooting in another language.**
  Avoid partial support, translated debugging, or making case-by-case exceptions unless there is an approved internal policy that says otherwise.
5. **Wait for customer follow-up.**
  If the customer replies in English, continue support normally. If not, follow the standard reminder and closure flow.
6. **Apply the normal inactivity process.**
  Use the existing follow-up cadence, then resolve the ticket if no actionable response is received.

# Agent Playbook

## Do

- Be polite and brief.
- State the support language clearly.
- Ask for the question again in English.
- Continue once the customer responds in English.
- Use standard reminder and timeout automation.

## Do Not

- Promise support in the customer's language.
- Debate language policy.
- Provide deep troubleshooting in a non-supported language.
- Keep the ticket open indefinitely without progress.
- Use wording that sounds dismissive or unfriendly.

> ℹ️ **Best practice:** If helpful, you may suggest that the customer use a translation tool to submit their question in English. Keep this as a suggestion, not a requirement framed harshly.

# Decision Guide

| Situation | Recommended Action | Outcome |
| --- | --- | --- |
| Customer writes in unsupported language | Send initial English-only reply | Wait for English response |
| Customer says they do not speak English | Reinforce policy politely and suggest using translation | Wait for English response |
| Customer replies in English | Proceed with normal support workflow | Active troubleshooting continues |
| No reply after reminders | Follow standard inactivity closure process | Resolve as timed out or inactive per team process |

# Suggested Internal Notes

- Customer contacted support in a non-supported language.
- English-only support policy was communicated.
- Customer was asked to resend the request in English.
- No actionable English follow-up received.
- Standard reminder and closure workflow applied.

# When to Escalate or Deviate

In most cases, do not deviate from this process. Escalation or exception should be rare and based on an approved business rule, not individual preference.

- Escalate if there is a contractual language-support arrangement.
- Escalate if internal leadership has approved regional-language handling for a specific account or queue.
- Escalate if the ticket involves a critical security or service-impact event and another team has translated intake capacity.

> 📝 **Important:** A customer's inability to speak English is not, by itself, a reason to provide support outside the team's defined support language policy.

# References

- [SUPPORT-267140](https://appfire.atlassian.net/browse/SUPPORT-267140)
- [BigPicture documentation: Get started](https://support.appfire.com/space/DLP/2211351022/Get+started)