Help Center default locales and language detection

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15 Comments

  • Martina Castellon
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    Hi, I was wondering if there is a way to enable users to choose HC language by themselves? Right now we have the language detected from the device settings, but sometimes users want to see the articles in a different language.

    Thank you in advance!

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  • Brett - Community Manager
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    Hi Martina,

    At the bottom of your Help Center page your users should see the option to change the language they are viewing from there. Screenshot for you below:

    If you want to make this option more noticeable you can use some custom code within your Guide Theme editor as well :) More information in our Customizing your Help Center theme (Guide Professional and Enterprise) article which I've linked for you.

    Hope this helps!

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  • Kate
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    Hi there,

    I changed the default language in the guide from English U.S to English Australian and lost all my articles and categories in the front end. They still exist in the backend. When I changed back to English U.S, the articles and categories came back.

    My guide isn't live yet I'm still setting it up, and we have Guide Professional. 

    Any ideas? 

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  • Martina Castellon
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    Brett,

    Thank you for your reply. Sorry, I didn't see it until today.

    Unfortunately we don't have this dropdown menu on any of our Help Center pages. Could it have been disabled? Maybe you could guide me, where I can find this option on the admin page?

    Thank you in advance.

    Martina

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  • Brett - Community Manager
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    Hey Martina,

    Is your Help Center public and available for anyone to view? If so, can you provide me with a link to your Help Center so I can take a look for you?

    You'll also want to confirm that you have enabled these language options within your Guide Admin page. Sample screenshot below:

     

     

    If you're Help Center is customized you may want to double check with your developers and confirm this drop-down option wasn't removed from the footer of your Help Center.

    Keep me posted :) 

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  • Martina Castellon
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    Hi Brett, thanks for your reply!

    Here is the link to our Help Center: <deleted by myself>

    Yes, we have five languages enabled and users are forwarded to the HC in a certain language detected from the language of their browser, but can't choose the language by themselves.

    I appreciate your help :)

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  • Brett - Community Manager
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    Hi Martina,

    From what I can tell it looks like your Help Center is customized which means most likely this option was removed by your developers. I would recommend reaching out to your developer team to see if they can take a look at your theme.

    The default footer page should look similar to the following:

    Hope this helps!

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  • Martina Castellon
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    Brett, thank you so much for help! We have figured this out using your sample :)

    Cheers!

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  • Brett - Community Manager
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    Glad to hear it Martina :)

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  • Aswin Kannan
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    Is there an easy way to redirect certain locales? We have our articles in es-419 (Latin American Spanish), but we don't want our es-ES (Castilian Spanish) users to view our default en-us (American English). How do we redirect all the es locales to es-419? Does that make sense?

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  • Madison Davis
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    Hi Aswin! Sorry for our delay, but it looks like you were able to get some clarification in a support ticket.

    For any onlookers, here was the answer to Aswin's question:

    "As outlined in What determines the Help Center language that users see? your users who are being sent to an article link that does not include a language variant will default to the session or user locale, so unless these are also set to English I would not expect that outcome.

    As long as you have content that has been created in these other languages, then no additional redirects should be needed if a customer is navigating to your Help Center and does not have a language code included in the URL, an existing sign in session in that browser with English set as the language, or they are signed in and have English set as the language on their user profile."

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  • Dru Kepple
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    I'm trying to get started with localization. So far I've:

    • Added French as a languge
    • Made English the default language
    • set up a test article in English
    • Created a translation of it in French
    • Create French translations of the category and section the article belongs to

    Now if I go to the english article, then choose french from the menu at the bottom, I get the french version. So far, so good.

    But there are other English articles in the same section. When I view the section in English, I see all of the articles that should be there. When I view the same page in French, I only see the one article that has a French translation.

    Is there a way to show all articles, even if there isn't a French translation? We would prefer to display content in English rather than not show it at all.

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  • Brett - Community Manager
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    Hi Dru,

    The easiest solution here would be to create a French translation for each of your articles and have it set up in English. This way all of your articles will display within your French section. Otherwise, you're most likely going to need to use custom code to display the English articles within the French section.

    Let me know if you have any other questions!

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  • Dru Kepple
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    Well, that answers the question, which is what I suspected.

    Can I log an official feature request that, like dynamic content, an article can have a default translation? It makes sense to me that this might be an option that needs turned on per account, but it would be pretty helpful if article translations were managed similarly to dynamic content. You know, with the ability to set a default (a "fallback" if a specific translation doesn't exist) and a management tool that can inform us to which translations need updated...maybe even an export tool for farming out translation tasks.

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  • Brett - Community Manager
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    Hi Dru,

    I'd be happy to pass this feedback along to the appropriate team :) I also encourage you to create a separate post in our Guide Product Feedback forum for our Product Managers to review as well as to help provide visibility to other users in need of similar functionality.

    Thanks again for taking the time to share this with us!

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