If you are supporting multiple languages, you can translate, or localize, your ticket fields. That way, when a customer submits a ticket, you can provide them properly translated text in their language.
This article shows you how to get started using dynamic content which is a powerful tool for localizing content with your ticket fields. Dynamic content is available on Support Professional and Enterprise.
This article contains the following sections:
Creating and using dynamic content with a ticket field
- First, choose which field you would like to use dynamic content with; in this example, a default field, Subject. You can also create dynamic content for your custom fields. You can find your ticket fields under Admin (
) > Manage > Ticket Fields .
- Now create the dynamic content we need to localize this field. Click Admin (
), then select Manage > Dynamic Content .
- Click Add Item or Add one now.
- Enter a title for your new piece of dynamic content. Make sure this is a name you'll be able to find later, for example, "Subject Ticket Field - Title". You might be creating many pieces of dynamic content so a good naming convention is important.
- Now, you'll select the default language for your dynamic content. This field will show all of the languages that you have enabled for Zendesk Support but that doesn't mean they're enabled on your Help Center. (See this article for more on enabling multiple languages for your Help Center).
In this example, English is selected. - Enter the text you want to see for the default language. As this is English, enter "Subject".
The final result looks something like this:
- Click Create. You're redirected to a screen where you can choose to create a translation.
- To create a translation, click on Add variant.
- On the next screen, select the language for your variant, choose a status (active or inactive), and then enter the content. This is very similar to creating the default piece of dynamic content. In this example, Spanish ( Español ) is selected, the status Active is selected, and the Spanish word for subject, "Asunto" is entered.
- Click Create to create your variant.
- Copy the placeholder for your piece of dynamic content. You'll need this for the next step.
- Navigate to Admin (
) > Manage > Ticket Fields , and click Edit for the ticket field you wish to change.
- Now paste your dynamic content placeholder into the Title field for end-users. (You can also use dynamic content to change your Description , but you'll need to create a separate piece of dynamic content and use a different placeholder).
- Click Update field.
Viewing your localized content
The result of creating this piece of dynamic content shows on your Submit a Request page. You will get two different variations of your title in the Subject Ticket Field, depending on what language you have selected in your Help Center.
In this example, if you use English as your language in your Help Center, you'll see the following when you submit a ticket:
However, if you use Spanish ( Español) as your language in your Help Center, you see the following:
You can also do this for other fields, like the Description field. The example below shows two pieces of dynamic content, one for the Title of the ticket field, and the other for the Description of the ticket field. The example uses the same steps as above, but also adds a placeholder into the ticket field description.
The result in English :
The result in Spanish ( Español) :
To read more about dynamic content, see our guide on Providing multiple language support with dynamic content (Professional and Enterprise).
10 Comments
If I want to have a drop-down where an item in that drop-down shows in English but not in another language is there a way to make this happen?
Hey Mike!
I took a look at your account and I see that you don't currently have dynamic content set up.
So, as it is at this moment, it won't use any other language, other than English. If that is the case, then you're all set!
However, if I missed something, can you give me some more detail on what you're trying to do? That'll help me better answer your question.
Tod I have almost 4 pages of Dynamic content setup. So I'm not sure where your looking at but link is https://actiontec.zendesk.com
mainly in the submit a request page.
is there a way to translate the words in a drop down?
I have enable dynamic content (english / French) and it works fine in the web form. However the title of my custom field doesn't change on the web widget.
Is it possible to use dynamic content on the web widget? If it isn't, how would I manually set the right language for the custom fields on the widget?
Hi Robert,
Dynamic Content is not available within the web-widget, however, you can have the web widget display in a different locale using custom code. I'd recommend taking a look at the following article for additional information: Advanced customization of the Web Widget
Hope this helps!
That article was very helpful, thanks!
Glad you found it helpful, Matthias!
Can we use dynamic content for drop-down choices?
Hello Aswin,
You should be able to utilize Dynamic content for things like filtering by status. Aside from that though I'm don't believe so. I've gone ahead and linked an article that goes into further detail on this topic.
Providing multiple language support with dynamic content (Professional and Enterprise)
Best regards,
Devan
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