One of the most common questions we receive regarding the ability to support multiple languages is how to translate or localize your ticket fields. When a customer goes to submit a ticket, you want to provide them properly translated text, no matter what language they have selected!
This tip of the week will show you how to get started using dynamic content (DC)--a powerful tool for localizing content--with your ticket fields.
Note that dynamic content is only available on our Professional and Enterprise plans.
Creating and using dynamic content with a ticket field
- The first step is to choose which field you would like to use DC with--we're going to use a default field, the "Subject" field. This field comes pre-created on Zendesk Support, though you can create DC for your own custom fields as well. You can find your ticket fields under Admin ( ) > Manage > Ticket Fields .
- Next, we're going to actually create the dynamic content we need to localize this field. Click Admin ( ) and select Manage > Dynamic Content .
- Click Add Item or Add one now .
- Enter a title for your new piece of DC. I suggest something highly specific--for example, "Subject Ticket Field - Title"--as you might be creating many pieces of DC to get your desired translations.
- Now, you'll select the default language for your DC. Note that this field will show all of the languages that you have enabled for Zendesk Support in Admin settings, 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).
Since my default language is English, I'm going to select English .
- Finally, enter the text you would like to see for the default language. This one is pretty easy--I still want this to say "Subject" to my English customers, so I'm just going to enter "Subject".
The final result looks something like this:
- Click Create. You're then redirected to a screen where you can choose to create a translation, which is our next step.
- 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 DC. For my content, I chose Spanish ( Español ), made the status Active, and entered "Asunto" for content (a Spanish word for Subject).
- Click Create to create your variant.
- Copy the placeholder for your piece of DC. 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 DC placeholder into the Title field for end-users. (You can also use DC to change your Description , but you'll need to create a separate piece of dynamic content and use a different placeholder).
- Click Update field . You're done!
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 I use English as my language in my Help Center, I see the following when trying to submit a ticket:
However, if I use Spanish ( Español) as my language in my Help Center, I see something different:
You can also do this for other fields, like the Description field. In the example below, I've created two pieces of Dynamic Content--one for the Title of the Ticket Field, and the other for the Description of the Ticket Field. I followed the same steps from above, but added a placeholder into the Ticket Field Description as well.
The result in English :
The result in Spanish ( Español) :
As you can see, dynamic content is a powerful tool that makes it really easy to add translations to your ticket fields. To read more about dynamic content, see our guide on Providing multiple language support with dynamic content (Professional and Enterprise) .