Configuring Zendesk Support for your locale and language Follow

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The default configuration of Zendesk Support is in the English language. However, the agent and administrator user interface, as well as the end-user experience, can be viewed in a number of supported languages. For example, the Help Center or Web portal can be displayed in more than 40 languages and you can change the language of the system messages that appear in email notifications to your end-users.

You can switch Zendesk Support to a different default language by modifying your account settings and updating the default business rules that contain text in English.

If you want to support more than one language, see Adding multiple languages to Zendesk Support Support.

Zendesk fully supports UTF-8 (Unicode) and all languages can be added to forms, comments, tags, and so on.

This article covers the following tasks:

Setting time zone and format for Zendesk Support

You can change your time zone and format so that timestamps, such as those on tickets and articles, correspond to your locale.

To set your time and format

  1. Click the Admin icon () from the sidebar, then select Account.
  2. Select the Localization tab.

 

Select the appropriate GMT time zone.

You can also select whether time appears in the 12-hour or 24-hour format.

Note: There is currently no support for locale specific date and number formats.

On Professional and Enterprise your staff and end-users to set their own time zone in the user profile.

Translating system-generated new user email notifications

When end-users sign up, they receive a number of email notifications. By default, these are in English but you can easily translate them into another language by selecting Settings > Customers and editing the messages.

 

The user welcome email:
Please follow the link below to choose a password, and we will log you in right away.
The email verification email:
We need to verify that you are the owner of this email address. Please follow the link below to verify.

If you don't require your end-users to register and log in, they will not receive any of these messages. See Setting up to provide email-only support.

If you're using dynamic content (see Providing multiple language support with dynamic content, you'd replace this text with placeholders that automatically insert the appropriate language when the email notifications are sent.

Adding translated text to the agent signature

In the Agents settings page (Admin icon () > Settings > Agents), you can configure an agent signature that appears in outgoing email notifications. You can use placeholders to dynamically insert the signature and phone number that agents add to their own user profiles, like in the example below:

You can also add additional text in the appropriate language to the account signature. For example:

{{agent.signature}} - {{agent.phone}}
Toute l'équipe du Support MondoCam

If you use dynamic content, you'd add a dynamic content placeholder here instead. See Providing multiple language support with dynamic content.

Translating the text in default automations, macros, and triggers

When you create a Zendesk account, a number of automations, macros, and triggers are included to help you get started managing your support workflow. Each of these contain text in English that is sent to end-users in email notifications. For more information, see the following topics:

If you support more than one language, you can also use Liquid markup to generate messages in more than one language from a single business rule. For example, you can edit the Notify requester of received request trigger to generate messages based on the user's language setting. For more information, see Using Liquid markup to support multiple languages in automations, macros, and triggers.

On Professional and Enterprise, you can use dynamic content to manage content for multiple languages. Using dynamic content, you replace the text with a dynamic content placeholders that automatically insert the appropriate language version of the text based on the user's language. See Providing multiple language support with dynamic content.

Configuring your Help Center to support your language

You can specify the language of the Help Center. You can also add a translated Help Center name as well as translated snippets of text.

Setting the default language of the Help Center

All Zendesk Support accounts can change the default language for the Help Center.

To set the default language for the Help Center
  1. Click the Admin icon () from the sidebar, then select Account.
  2. Select the Localization tab.
  3. In the Languages section, select a language.
  4. Click Save tab.

For information on delivering your content in additional languages, see Localizing Help Center.

Adding a translated Help Center name

The default name of the Help Center is your Zendesk account name. You can change it in Help Center settings.

To add a translated Help Center name

  1. In the Help Center, click General in the top menu bar, then select Help Center settings.

  2. In the Languages and name section, enter a localized Help Center name for your default language.

  3. Click Update to save your changes.

Configuring your Web portal to support your language

The Web portal can be displayed in more than 40 languages. Selecting a different language switches all of the text in the user interface to that language. You'll also need to manually translate the Forums tab name and update the home page welcome message.

Once you've fully translated the user interface text in the Web portal, you can create a knowledge base in your supported language.

Changing the default language of the Web portal

All accounts can change the default language for the Web portal to something other than English. This affects the following pages: submit request, track requests, the home page, and the knowledge base.

To set the default language for the Web portal
  1. Click the Admin icon () from the sidebar, then select Account.
  2. Select the Localization tab.
  3. In the Languages section, select a language.
  4. Click Save tab.

Your Web portal now appears in the new language..

Note: Changing this setting does not change the name of the Forums tab in your Web portal. For instructions, see Translating the name of the Forums tab.
Note: The agent's view of the forums continues to appear in English.
Note that the agent's view of the forums continues to appear in English.

If you support users in multiple languages, you can also allow your end-users to select the language that is displayed in the Web portal (see Adding multiple languages to your Zendesk Support).

 

Translating the name of the Forums tab

You can change the name of the Forums in the Web portal settings page,

If you use dynamic content, you'd enter the placeholder here instead of text. See Providing multiple language support with dynamic content.

Changing the welcome message on the home page

Link to Customizing the welcome text on your Web portal topic.

Like the Forums tab name, the title and description text can be replaced with dynamic content placeholders. See Providing multiple language support with dynamic content.

Creating a Web Widget in a different language

The Web Widget is, by default, presented in the end-user's language. For instance, if the end-user's browser language is set to "es" for Spanish, the widget appears in Spanish for that user. You can also force the widget to only appear in a specific language.

For information on localizing the Web Widget, see Displaying your widget in a different language.

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Comments

  • 0

    Hi,

    Where can we translate ticket fields?

    Your screenshot shows "Subject" instead of "Sujet" in French.

    Thanks

  • 0

    @Vincent: You can edit that string in Manage > Ticket Fields -- click "edit" by the Subject ticket field (for example), and  edit the Title for the field in the "For end-users" section.

  • 0

    Why can't you use placeholders in these titles? They doesn't support multi language?

  • 0

    Hi,

    Can we translate the chat box? The Feedback Tab is in Norwegian, but the chat box is still in English.

     

    Thanks,

  • 0

    So I see how I can import/export macro copy for localization, but can I do these for Forum topics?  Do each of these have to be manually added?  Any plans to have this be an import/export feature? 

    Currently we are managing it manually on a csv ourselves.

  • 0

    I'd also like to know how to use ticket fields with different languages. That's something quite basic, but doesn't seem to work!

  • 0

    I´d also like to know if it is possible to translate the customer satisfaction rating. thank you!

  • 0

    @Hajo - Unfortunately that isn't available right now, but the new Help Center will allow you to create different forms... so idea: have one form per language. That's what I will be doing!

  • 0

    @Daisy - great question!

    There is a beta program you can apply to, that will help localize your ticket fields.

    Have an outstanding day!

  • 0

    @Joi:

    Good question! - you need to create a separate article in each language, then restrict it’s access to that language.

    e.g. an article on How to de Fuzzify my Wombat 4000 Vaccum! for a multi-language Zendesk, would need a separate article in each language you support, then you choose the appropriate language for each.

    You can import/export via the forum section of the API. You’d need to work with a developer, but they can build you an integration.

    Have a great day! :)


    This Article will walk you through configuring your forums (and your Zendesk) to support multiple languages.

  • 0

    @Sarah- nice!

    The Customer Satisfaction survey will be translated to match the language requested by the user.

    Only that section will be automatically translated, however. In order to handle the remaining text of the email, you will either need to create separate automations that cater to each individual language or use Liquid markup to create a single multi-purpose automation, as described in this article.

  • 0

    @Joi -

    As Dr. J said, you have to create each forum per language. Then you can restrict the forums based on the user language

    For example:

    Forum X is only for language A

    Forum Z is only for language B

     

    So users viewing in each particular language will only see the forums restricted to that setting

  • 0

    It would be nice if time format were a per-user setting instead of site-wide. Some members of our team prefer am/pm and others prefer military time.

  • 0

    Hi Jblangston,

     

    On Plus or Enterprise, Agents can select a Time Zone on their profile page. When they sign into Zendesk, their preferred time zone will display. 

  • 0

    Hi, what is the status on the beta-program for multi-language ticket fields? Will it be implemented in the WebPortal?

    The new Help Center is not mature enough for our needs, but we desperately need translated ticket forms. Even the Enterprise multi-form option does not allow for multi-language ticket fields.

  • 0

    Hi Harold,

    The multi-language ticket fields beta is still going, and it's available for Web Portal! Feel free to sign up here

  • 0

    Hello Emily / Zendesk, I signed up back in november, watched my mailbox but nothing came. Just now I tried again and it seems the beta is still available. But are you admitting new users? 

  • 0

    Hi Harold, 

    You should now be all set up with the Beta. If not, let me know and I'll create a ticket for you!

  • 0

    Hi Emily,

    It works (quick test), thanks alot!

     

  • 0

    Hi,

    how can I set the text on the registration form in multiple languages?

     

     

  • 0

    Hi,

    I'd also like to enquire about registration and other standard texts being translated. Especially since in some languages, there's a difference between a formal address and an informal one ("vous" vs. "tu" in French, "Sie" vs. "Du" in German, etc.). I'd like to be able to switch the standard German translation of standard texts and messages to the informal version to match the tone of the whole site.

    Thanks,

    F.

  • 0

    @Steffi Kemna - For Web Portal, you can set the language of registration by selecting the language option on your account via admin > settings > account > localization. Simply select the languages there, and a drop down option on the top right should appear that will allow your users to search which language they prefer. 

    For HelpCenter - you do the same language selection in Localization, but you have to go to your HelpCenter's General Settings and select the language options there as well. 

    @Flavio R. Trilló - can you send an email to support@zendesk.com as we may need to escalate your request a step further to our Localization Team to determine if it is possible to do this change specifically on your account. 

     

  • 0

    @Arthur Will do, thank you!

  • 0

    Most global companies have region-specific policies. Is there a way to support region/country specific content? Hoping there is a way to dimensionalize content by region + language. 

    Eg, Canada has different policies/procedures than the US than Europe than the UK... but they are in English. 

    I am not seeing anything that is configurable. Anyone have suggestions on how to accomplish this?

     Future Enhancement: Ideally there is a country layer to the content (countries can be grouped to create regions).  Then you can add a translation layer on top of that. 

     

     

  • 0

    Hey @Jason,

    It sounds like you're specifically referencing the End-User interface (Help Center or Web Portal). A few ideas come to mind:

    • Add a "country" custom tag to your Users and make specific end-user Sections specific countries; this would let you restrict those sections only to relevant users

    • Make a specific Section on a per-country basis (and don't limit them)

    • Have several Zendesk instances, one for each country you're supporting

    • Have country-specific areas in your Articles

    These are just a few examples of things you could do - I hope that helps!

  • 0
    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?
  • 0
    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!
  • 0

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

  • 0

    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

     

  • 0

    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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