Configuring Zendesk Support for your locale and language Follow

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15 comments

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    Chris Nordman

    Does anyone have advice on how to translate help docs at scale?  Any services you recommend?  Thanks!

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    Laurent W. Broering

    When I set a time zone, does it automatically take adjust for DST based on the city selected?

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    Shali Deutch

    If I change the time zone does it change it across the board for all of our agents or is it just for my instance?

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    Yuriy kuznik

    Springboard  America give me my points not give can I redeem it in check, Help me!

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    djmiths

    Is there a way to have the Not Satisfied Reasons dropdown to be translated as well. 

    We have enabled locale and the rest of the content on the page is translated (in this case, to Spanish). Refer screenshot below, the drop down options for "Not Satisfied", is a mix of English and Spanish

     

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    Daniel Cooper

    Hi Shali, 

    Time zone on the instance level will change many things for everyone, however, the base UI can be configured on an agent profile so they see time in their own timezone.  However, the area to be aware of with the instance level time zone is that it will also change Insights reporting.  If you have teams in other timezones that are dependent or expect reporting to not change, you may impact them.  Unfortunately Insights doesn't allow you to shift time zones on the data so you'd have to manually adjust for reports.

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    Laurent W. Broering

    Hi, Keith! I was actually referring to the schedules timezones. Do they take DST automatically into account? It's important to make sure our SLA calculations are correct. Thanks!

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    Jessie - Community Manager

    Hi Suhas!

    Do you want to change it in the agent interface, or in your Help Center?

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    Keith @ Zendesk

    Hey Laurent,

    Thanks for reaching out to us. That's a good question and one I can understand you wanting to make sure works as you expect.

    Zendesk hardcodes its time as UTC for consistency so there's no misinterpretations in our API or core numbers, but it will appear to you as the Time Zone you select. Tickets made near DST though can appear to be slightly off by an hour depending on what time of year you choose to take a look at the Ticket.

    For reference, here's our documentation on your question:
    https://support.zendesk.com/hc/en-us/articles/115000457747-Why-don-t-timestamps-in-the-agent-interface-always-match-the-UTC-timestamp-

    I hope that helps!

    Keith Hayward | Customer Advocate | support@zendesk.com

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    Yuriy kuznik

    I wait!

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    Laura Hippert

    Hi djmiths! When you create your bad rating follow-up questions (in the Admin section > Settings > Customers > Satisfaction), you can use a dynamic content placeholder to provide translation for custom satisfaction reasons. I hope that helps!

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    Jessie - Community Manager
    Hey Sami! I answered this for you over here: https://support.zendesk.com/hc/en-us/articles/203663376 Please let me know if you have any other questions!
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    Nicole - Community Manager

    Hi Yuriy - we aren't Springboard America, we're the company that powers their customer support services. It looks like you should head here to get assistance from them. Hope you find what you're looking for!

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    Suhas Thakral

    Hi! How do I remove a language from my Zendesk account?

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    sami
    Hello, We are using 3 different languages and pinned to home articles in Help Center. Our articles are written in English and only displayed in the English version. We would like to display these articles for the other languages, without translation, just displaying the same articles as we are displaying in the English version. Could you tell me a way to do that without recreating all the articles manually for each language?

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