How does Zendesk set a language for a user in Support?

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18 Comments

  • Anil Kumar (Community Member)

    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)

    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

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

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  • Jessie Schutz
    Zendesk team member

    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

    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
    Community Moderator

    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

    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 Bowser
    Zendesk Community Team

    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.

    Hope this helps!

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  • Alex Clausen

    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
    Community Moderator

    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

    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 Bowser
    Zendesk Community Team

    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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  • Klaus Klinsmann

    Hello Zendesk,

    I am looking for a way to reset the customers language in order to be detected again. How can this be done.

    >Opt to reset all end-users' languages. is offering a dead link ... :-(

    https://support.zendesk.com/hc/en-us/articles/115002724767

    Thanks

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Klaus Klinsmann,

    As our base product stands, this isn't possible since when auto-detect identifies a user's language and sets, it will stop trying to auto-detect it. I would recommend posting in our product feedback forums so our developers can consider this change for future updates.

    Also, thank you for letting us know about the broken link in our Community. I'll be taking care of it right away. 

    Best regards. 

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  • Peter Williams

    Hey, I am trying to use the link at the bottom of the article to find out how to reset all end-users' languages, but it doesn't allow me access. This is exactly what we need, as we recently set our System language, but all users in the system before this still have their language set incorrectly.

    I don't want to have to go to each user & change the setting individually!

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  • Ricardo
    Zendesk Community Team

    Hello Peter Williams

    Unfortunately, that link leads you to an archived article. The article explained that you could reset end users' language by bulk uploading those users. However, the information described in that article wasn't accurate because bulk importing users doesn't update languages.

    What you can do is having the right team of your company creating a script using the Create or Update Many Users call via API and change the language of your users.

    I am going to update the article now. Apologies for the inconvenience. 

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  • Jesper Sperrle

    Hi Ricardo,

    You are saying that you can change the language if are using the API "Create or Update Many Users call". My concern is if it is possible to reset the language? With that I mean there is no language set until the customer emails us the next time and the language is then recognized by automatic email detection? 

    Thanks!

    Jesper

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  • Ricardo
    Zendesk Community Team

    Hello Jesper Sperrle. Apologies for the delay. Your reply got lost in my email notifications. To answer your question, I just tried to reset the language of an end user in the interface and then send an email in a different language than English and the UI automatically recognized that language. Having this said, you can do the same through the API.

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