Localizing Help Center content (Professional and Enterprise) Follow

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If you have configured your Help Center to support multiple languages, you can add translated versions of each article in your Help Center, or add articles only in specific languages. The Help Center displays pages in different languages based on locale code in the page URL. Example, ".../hc/en-us". Any translated article must also have parent pages (section and category) translated in the same language.

You can also display snippets of translated text on Help Center pages. For example, a welcome message on the home page or a company tag line in the header.

Multi-language support is available on Professional and Enterprise. You must be a Help Center manager to add localized content to Help Center.

Basic workflow for localizing Help Center in multiple languages

Here's the workflow for localizing Help Center in multiple languages:

  1. Configure Help Center to support your other languages, if you have not already done so (see Configuring your Help Center to support multiple languages).
  2. Get the content translated in your other languages. This is done outside of Help Center.
  3. Prepare your sections and categories by adding translated titles (see Adding translations to sections and categories to ensure translated articles display below).
  4. Add the translated content to Help Center (see Adding translated articles below).
  5. If needed, add translated text snippets (see Adding translated text below).

    Many of the pre-built page elements used in Help Center are already localized. For example, the element that lets users vote on an article displays "Was this article helpful?" in English and "Cet article vous a-t-il été utile?" in French. You don't need to localize the strings. For a list of available translated strings, see the translation helper in the Help Center Templates docs.

It's a good idea to establish a localization process for ongoing additions and updates to Help Center.

Adding translations to sections and categories to ensure translated articles display

Any translated article must have a parent page translated in the same language. If you add a translation for an article that does not have a corresponding translation for the section or category, users will not be able to view the article in Help Center (even though the article is published).

The page hierarchy is as follows: Category landing page > Section landing page > Article. For example, if you add an article translated in German, the article must have a German section page. In turn, the German section page must have a German category page. The Help Center cannot display orphan articles.

When localizing your Help Center, it makes sense to start by adding localized versions of category pages, followed by section pages, followed by articles. This workflow guarantees that any new translated article has a parent page -- a section or category page -- that's translated in the same language so that users can view it.

You must be a Help Center manager to add section and category translations.

To add a translated title for a section or category

  1. In Help Center, navigate to an existing section or category.
  2. Click Edit section or Edit category in the top menu bar.
  3. Select the new language of the content from the list at the top of the page.

    If you do not see a drop-down menu of languages, then you first need to enable languages for your Help Center (see Enabling languages for your Help Center).

  4. Enter or paste the translated content into the draft article.

    Keep in mind that any translated page must have a parent page translated in the same language. You'll see a warning if you add a translation for a section that does not have a corresponding translation for the category. After you add the translation for the parent page, you can click Refresh and it will take up to three minutes before the change is registered.

  5. Click Update translation to create the translated version of the page.
  6. Repeat the steps to add more translated pages.

Adding translated articles

You can add translated versions of existing articles. You can also add translated articles that don't have versions in other languages.

When you add translated versions of existing pages, the original article and its translated versions share the same URL except for the locale. This feature can simplify managing your content. For example, the following URLs point to the U.S. English and French versions of the same article:

https://mondocam.zendesk.com/hc/en-us/articles/202529393

https://mondocam.zendesk.com/hc/fr/articles/202529393

Users can also manually switch to a different language by selecting it from the language menu in your Help Center.

To add a translated version of an existing page

  1. In Help Center, navigate to the existing page.
  2. Click Edit article in the top menu bar.

  3. Select the new language of the content from the list at the top of the page.

    If you do not see a drop-down menu of languages, then you first need to enable languages for your Help Center (see Enabling languages for your Help Center).

  4. Enter or paste the translated content into the draft article.

    Keep in mind that any translated page must have a parent page translated in the same language. You'll see a warning if you add a translation for an article that does not have a corresponding translation for the section or category. For example:

    After you add the translation for the parent page, you can click Refresh and it will take up to three minutes before the change is registered.

  5. If you are ready to publish the translation, click Draft at the top of the article, then select Published.

    Alternatively, you can leave it set to draft, and publish later.

  6. Click Update to create the translated version of the page.
  7. Repeat the steps to add more translated pages.

To add a translated page with no version in another language

  1. Click Articles in the top menu bar, then select the kind of page you want to add.

  2. Select the language of the content from the list at the top of the page.
  3. Enter or paste the content into the page.
  4. If you are ready to publish the translation, click Draft at the top of the article, then select Published.

    Alternatively, you can leave it set to draft, and publish later.

  5. Click Create to create the translated page.
  6. Repeat the steps to add more translated pages.

Adding translated text

On Professional and Enterprise, you can display snippets of translated text on Help Center pages. The translated variant of the text changes dynamically based on the user's language. The following are examples of where you can use translated text:
  • A welcome message on the home page
  • A company tag line in the header
  • A legal notice in the footer
  • Service alerts

Many of the pre-built page elements used in Help Center are already localized. For example, the element that lets users vote on an article displays "Was this article helpful?" in English and "Cet article vous a-t-il été utile?" in French. You don't need to localize the strings. For a list of available translated strings, see the translation helper in the Help Center Templates docs.

The workflow for adding snippets of translated text to your Help Center consists of the following steps:
  1. Specifying the language variants of the text
  2. Inserting the dynamic content in a template

This functionality uses the dynamic content feature. This feature is not meant to be used to localize articles, titles, and other Help Center template elements that support multiple languages. See Adding translated pages above and the translation helper docs in Help Center Templates for more information.

Specifying the language variants of the text

You specify the language variants of a snippet of text on the Manage > Dynamic Content page in Zendesk Support. For instructions, see Providing multiple language support with dynamic content. Example:

Add the content in the same language variants as the languages you support on your Help Center. If you don't specify a variant for a language, nothing will be displayed in that language in the Help Center. For example, suppose your Help Center supports English and French for a Canadian website. Add English and French variants of each snippet of text.

Make a note of the item name. You'll need it for the following step. In the previous example, the placeholder is {{dc 'welcome_message'}}, so the item name is "welcome_message".

Inserting the dynamic content in a template

Insert your text variants in Help Center templates with the dynamic content helper. When the page is requested by a web browser, the template helper inserts the appropriate text variant.
  1. Click General in the top menu bar, then select Customize design.

  2. Click Edit theme, and then select a template from the menu.

  3. Add the dynamic content in your template using the dynamic content helper. Example:
    {{dc 'welcome_message'}}
  4. To save your changes, click Save at the top of the sidebar.

For more information on working with templates, see Working with the page code.

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Comments

  • 0

    Hi,

    We support 5 languages in our Help Center and would like to have the Web Widget form locale behavior to match HC behavior - so when Danish is selected in HC the web widget is also Danish.

    Default behavior for the web widget is to match the users browser language, but this is often enforced by company policy and will not allow users to view the form in their own language.

    I know I can enforce a single language using:

    <script>
      zE(function() {
        zE.setLocale('da');
      });
    </script>

    But how can I map the language selection in the HC with the locale settings of the Web widget? Can I?

    Any help is appreciated, thanks!

  • 0

    I got some awesome help for this issue - matching Zendesk Web Widget language to the selected language in the Help Center - from the Zendesk support team.

    It is not officially supported, but I found it very valuable and you might too.

    Following your Zendesk Web Widget embed code should be the following code snippet: 

    <script>
      zE(function() {
        zE.setLocale('{{#is help_center.url '/hc/es'}}es{{/is}}{{#is help_center.url '/hc/fr'}}fr{{/is}}');
      });
    </script>

    The example is for a Spanish (es) and French (fr) language Help Center, so you will need to make adjustments if you have other or more languages.

  • 0

    Thanks for coming back to share your solution, Jacob!

  • 1

    Hello! 

    We've built a Helpcenter with articles in swedish and english. Now our Finnish office is working on translating our articles in Finnish.

    We wonder if there is a possibility to change the author of the article, depending on language? We want the Finnish agent to be the author of the Finnish version - so that customers that have questions will turn to her and not the Swedish agent. 

    Right now the Swedish agent is author of all the articles, although he only wrote the swedish texts, and another wrote the english ones and a third one wrote the finnish etc.

    We will expand and add multiple languages, and need this function going forward as well.  

    We want the articles to stil be translations of each other so that the customer can switch languages and still be in the same article. I'm thinking that a workaround for this problem is that the Finnish agent publishes "new" articles with the translated material, but then the different versions won't point to each other, right? 

  • 0

    Hi Saga, 

    I wish I had better news, however I did a bunch of testing on this possibility and found that when using sideloading for creating translated and localized content in Help Center articles, it is only possible to set one author per article for all translations. 

    However, you should be able to accomplish this with custom code and conditional statements to change the author based on the local being viewed. One of our awesome Support Advocates made the following resource on how to do getting started setting this up:  Displaying an alternative author on your articles

  • 0

    Hi,

     

    Is there a way to export all HC content and later import for a specific language (like you do for dynamic content)?

    If not, is it possible to at least export all of it at once/per section/per category?

     

    Thanks

  • 1

    Hi Gal,

    You can use the API to export articles to files that you can then send to localization vendors. The following article describes the basics:

    https://help.zendesk.com/hc/en-us/articles/229136947-Zendesk-REST-API-tutorial-Backing-up-your-knowledge-base-with-Python

    Another article gives more details on using the API and setting up a workflow for loc handoffs:

    https://help.zendesk.com/hc/en-us/articles/229489108-Automating-your-first-localization-handoff-Help-Center-

    Charles

     

     

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