Localizing Help Center content (Guide Professional) Follow

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12 comments

  • Avatar
    Jacob J Christensen

    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!

  • Avatar
    Jacob J Christensen

    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.

  • Avatar
    Jessie Schutz

    Thanks for coming back to share your solution, Jacob!

  • Avatar
    Saga Lindberg

    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? 

  • Avatar
    Rebecca

    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

  • Avatar
    Gal Bauer

    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

  • Avatar
    Charles Nadeau

    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

     

     

  • Avatar
    Jami Caruso

    Is it possible via Help Center to direct a user in the Netherlands to, say the UK version of our Help Center?

    I know if we didn't translate articles into Dutch, that Dutch users would be directed to our default HC (en-us), but that wouldn't work for us given the necessary difference in content based on our products and business rules.

  • Avatar
    Seth Cotterell

    Is it possible to localize the Help Center regionally rather than by language? i.e. an English language HC for customers in India?

  • Avatar
    Jessie Schutz

    Hey Seth! Welcome to the Community!

    The localization functions only apply to languages, I'm afraid. Can you give me more details on your use case? I'm interested to know what you'd like to accomplish!

  • Avatar
    Seth Cotterell

    Thanks Jessie! 

    We have a separate support team in India, as well as slightly different offerings, policies, pricing, and workflows. We only have 1 HC though, so all tickets come into my team's inboxes. We spend a lot of time triaging those boxes simply assigning tickets to the India group for them to handle. It would be great if India could have their own FAQs and tickets from Indian students went directly to the India team.

  • Avatar
    Jessie Schutz

    Hi Seth!

    As far as routing tickets, you should be able to accomplish this with a Trigger.

    For the India-specific resources, have you considered our Multibrand feature? It's included on the Enterprise plan (which I believe you're on), or available as an add-on for the Professional plan. That would allow you to create a completely separate HC for those users.

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