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, your Help Center 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.

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
    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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