How are users' languages set in Support?

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12 Comments

  • Anil Kumar (Community Member)
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    Hello Danielle,

    This is very useful content to understand the languages in Support.

    I have a question regarding User's language and Additional Languages could you please help me to understand that.

    As we can see that there are 60+ languages in Setting->Account->Localization BUT those all language are not listed while editing a user's language.

    Is there any reason for that or some steps we need to follow to show all languages in user edit section.

    Example: Suppose we have to set Arabic language(not listed) for a user/agent, how could we achieve that in support?

    Thanks in advance

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  • Anil Kumar (Community Member)
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    Hi Danielle, I got my answer here

    Language codes for Zendesk-supported languages

    List Locales for Agent

     

    Thanks anyways

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  • Ed Ball
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    Is it possible to set the users language when submitting a ticket via API?

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  • Jessie Schutz
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    Hi Ed!

    I'm by no means an API expert, so I'm not sure whether you'd be able to actually do it at the exact time that a ticket is created via API, but there's a User endpointlocale_id, that sets the User's language. So if you can incorporate that into the API call, that should get you taken care of!

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  • Alex Clausen
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    Hi, can't an end-user change his/her user language via Zendesk Guide?

     

    I would imagine that they would be able to change it via "Edit my setting" 

     

    Can it be that only agents can change an end-users language via the Zendesk Support interface or am I missing something?

    Our Zendesk Support and Guide  is currently setup to support Danish and English

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  • Kay
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    End-users can change their language in Zendesk Guide.
    You can try/verify it in this community.

    Just change your Zendesk Guide language > logout > log back in, it's the new language that's your default.

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  • Alex Clausen
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    We do not use community. it isn't enabled, only guide/helpcenter

    I can change i which language I want guide/helpcenter displayed in but that doesn't seem to change the language of the end-user in support. This means that my auto-reply triggers and automations answer the customer in the wrong language and my agents have to wast time change it instead of the end-user being able to

     

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  • Brett - Community Manager
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    Hey Alex,

    You shouldn't need the Community feature to be active to see this language option. If the user navigates to your Guide page they should see the option to change the language either at the top of the page or in the footer. This would depend on how you've customized your Guide theme if you've made any changes. If you have dynamic content set up and you alter the language in the user's profile within Support, the appropriate language should show up for the end-user. Additionally, you may find this article useful for resetting the user's language so Zendesk can auto-detect based on the user's browser information: How to reset all users' default language in Support

    Hope this helps!

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  • Alex Clausen
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    Hi Brett and others. My problems is this. Once an end-users language has been set to e.g. danish in Zendesk Support. then the end-user can't change that language setting them-self via their login to guide.

    Switching the language in the header/footer only changes the display language i guide/community. It doesn't change the language setting on the user in support.

     

    It's fin that i can reset all users but that shouldn't be necessary. I just want to enable the end-user to change his or his language them-self. 

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  • Simon Blouner
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    Hey Alex,

    To the best of my knowledge, it's simply not possible for the end-user to change the profile language from the frontend of the HelpCenter.

    I'd advise you to create a post about it in the Guide Product Feedback topic - I'l will for sure upvote it as it seems weird that's not possible. :-)

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Crawford Philleo
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    Hi there,

     

    It seems like it's possible to have your Help Center support more or different languages than your Zendesk Ticketing instance. I'm wondering if a customer were to select a language setting on the Help Center that is not available in the Support instance, what would happen when creating a new ticket?

    Example: Customer views Help Center in English (GB), and submits a support request, but Zendesk Support does not have English (GB) as a supported language.

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  • Brett - Community Manager
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    Hey Crawford,

    Every Support account will have a default language. If the user with an unsupported language submits a request, the default language you've set up under Admin>Settings>Account>Localization will be used instead.

    Let me know if the above doesn't make sense :)

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