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.
This article includes these 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: - Remove any trailing spaces or line breaks before saving your text as this might cause issues when used within other Zendesk products.
- 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.
21 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
I have enable dynamic content (English / Spanish)
but I still can't see the correct translation on the request/new form.
What can I do?
Hi Raul
Did you add {{dc.ticket_field_-_phone_number}} to the labels of the ticket fields (Settings > Manage > Ticket Fields) like so?
Yes Kay
I think it happens because you are logged in as an agent when you view the form in the Help Center.
The screenshots of the agent UI shows your user locale is English. Could you check the form in an incognito browser window?
If it still doesn't work, would you mind sharing the Help Center URL? I'd be happy to take a look.
I can see the same output in Incognito, I'll really appreciate if you could take a look into this.
https://talasupport.zendesk.com/
It looks like the ES language is not activated in your Guide.
Could you check this page in your Guide, and see if it is activated there?
Spanish is there...
Aha! Now I see. There is a difference in the languages in your Help Center and the languages in Zendesk Support.
The language in your Dynamic Content is Spanish - es.
The language in your Help Center is Spanish (Mexico) - es-mx
Try adding es-mx to your Dynamic Content.
If that's not possible follow this step from the article.
That was it, thanks a lot Kay
Is it possible to add the dynamic content for sending mails to customers in the correct language ?
For example web widget used, FR-BE > So the mail sent to the customer to say the ticket is created will be in French (Belgium)
And is it outdated ? Because I can't add variants
Hi Kay
I am experiencing the exact same issue as Raul did, but in my case our help center language are already matching with zendesk support languages. I just can´t seem to get it to work. I´ve done and re-done all the steps according to all your instructions as well as video found in Zendesk training portal. Dynamic content with variants are created, placeholder generated and then used where we want it to work. But zip, nada. It is still only showing English as is our default language.
Any ideas?
//Sebastian
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