Using Liquid markup to support multiple languages in automations, macros, and triggers (Professional and Enterprise)

Liquid markup is commonly used in business rules to customize comments and email notifications. Many companies and organizations support end-users who speak languages other than English and there are a number of ways to manage this. Multiple languages are only available on the Professional and Enterprise plans (see Adding multiple languages to Zendesk Support).

In the example below, a case statement is used to determine what response is sent to the end-user based on their language setting. The email body of the Notify requester of received request trigger contains the following Liquid markup:

{% case ticket.requester.language %}

{% when 'Italiano' %}

Ciao {{ticket.requester.first_name}}

La tua richiesta (#{{ticket.id}}) è stata ricevuta, è stato esaminato dal nostro staff di assistenza.

Per esaminare lo stato della richiesta e aggiungere ulteriori commenti, segui il link qui sotto:
http://{{ticket.url}}

{{ticket.comments_formatted}}

{% when 'Danish' %}

Hej {{ticket.requester.first_name}}

Din anmodning (# {{ticket.id}}) er blevet modtaget og bliver gennemgået af vores supportmedarbejdere.

At gennemgå status for anmodningen og tilføje yderligere kommentarer, skal du følge nedenstående link:
http:// {{ticket.url}}

{{ticket.comments_formatted}}

{% else %} 

Hello {{ticket.requester.first_name}}

Your request (#{{ticket.id}}) has been received, and is being reviewed by our support staff. 

To review the status of the request and add additional comments, follow the link below:
http://{{ticket.url}}

{{ticket.comments_formatted}}

{% endcase %}

The language preference is set in the user's profile. Language support is defined by an administrator (on the Localization tab of the Account page). Refer toLanguage codes for Zendesk supported languages to get the corresponding language property value for each of the languages available on that page.

Note: This example just shows the notify trigger. You'd also want to do the same thing for the update and solved triggers and any other business rules that generate comments and email notifications to the end-user.

In this example, we could have also explicitly declared the English text like the others ({% when 'English' %}). However, if the default language is English it's not necessary. The English text will be displayed to all users who have not otherwise chosen a language setting.

As you can imagine, you can use something like this for any number of reasons, not just to support multiple languages. For example, maybe you want custom responses for users in different organizations for some reason. If so, you use ticket.organization.name in a case statement like this.

For more information on how Liquid markup can be used, see Understanding Liquid markup and Zendesk Support.