Symptoms

When working with multilingual support, it is necessary to have the ability to create articles manually and using AI in the selected language.

Solution

Starting from version 5.8, a special field - language - has been added to tickets, depending on which the default language for creating articles will be applied. Works for both manual creation and AI.

The language is determined by the following algorithm:

1. If the ticket is created via the API, then the locale specified during creation is taken.
2. If not specified, then the locale/language of the client who created the ticket is checked.
3. If the language is not specified/not defined, then the default locale of the instance is checked.