Localizing Help Center content (Guide Professional and Enterprise) Follow

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29 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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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.

  • Avatar
    Justin Smith

    Is it possible to use localization to translate a specific Zendesk form? I'm thinking field names and descriptions.

  • Avatar
    Jacob J Christensen

    Hi Justin,

    Absolutely, here's a guide to use Dynamic Content to translate custom field, values, labels etc. You need to be on the Professional or higher plan though.

  • Avatar
    Derek Campbell

    We have a predominantly English-speaking user base but some terms vary by region and of course the US and CA markets have spelling variations.  Rather than just copy/paste all article content which doubles the maintenance workload, it would be much better to have a language "en" as default and individual pages translated to "en-us", "en-au", etc. as required.

    If others have the same requirement there is a Fallback to default language if articles aren't translated to end-user language feature request that you can vote for.

  • Avatar
    Bob Ishida

    Hi,

    I was wondering why the category list on the left is not automatically displayed in the translated language. It seems I am missing something. Should I translate them separately? If so, where can I do that?

  • Avatar
    Jacob J Christensen (Edited )

    Hi Bob,

    I see when hovering over your category elements that the url is missing the locale element (the part that comes after /hc/ja for Japanese or en-us for English), I suspect this means that it simply displays the default language version. In your case English instead of the one for the selected language.

    I hope this helps you identify where in the code something needs correcting. If you need more specific help, maybe someone else here can better narrow it down for you.

  • Avatar
    Bob Ishida

    Hi Jacob,

    It seems I need someone who knows exactly what I need to do to fix it. Thank you anyway for your kind reply. 

  • Avatar
    Lou Abigail Menard

    Hi,

    Not sure if this is the perfect thread to post this or if I have missed some other posts/threads related to translations.

    But wondering if there's any add-on available for easier translation of knowledge base. Or integration to Google-Translate...

    Like say my default language is EN, then we have German and Polish enabled as well. So if I edit my EN article and switch the language to DE (German), my English texts will be copied from the EN article, and then automatically translated (except for screenshots ofcourse) to German. Then the only work to be done next is to proofread and polish the translation.

  • Avatar
    Trapta (Edited )

    Hi @Lou,

    Here are some links that you might find helpful -

    Let me know if this is what you are looking for.

    Thanks

    Team Diziana

  • @Lou 

    We have a client we helped do localization using a service/ZD App called Transifex.

    It has an interface where you select the items you need to send for translation, then ca see the status of each.  They handle the translation for you for what was a very reasonable price. 

  • Avatar
    Heather Cook

    Hi Team,

    Why is it when a user chooses a language they only see categories/sections/articles in that language?

    Why are they not shown the non translated in the default language?

    Thank you

  • Avatar
    Merav B

    Hi @Heather

    I have explored this issue a bit so I thought I would step in and help.

    As you can see here, what you are asking is unfortunately definitely not supported: https://support.zendesk.com/hc/en-us/articles/115007227107-Can-I-display-the-default-language-version-of-an-article-in-a-translated-section- ,

    What definitely is supported is if for example the user is already in the help center in French and an article that isn't translated to French is linked to from another French article, then it will show it in the default language instead of saying its not available. (it automatically somehow changes the language code in the URL to the default language). 

    I did it for our help center last year, and it is working, and now I forgot exactly how I enabled that. I'm sure if you opened a support ticket they could help you. I think it was some code I put into our theme.

    Another tip I was once given by support is that a translation can be created using the API. Here's the resource they sent me:  https://developer.zendesk.com/rest_api/docs/help_center/translations#create-translation

    I haven't tried this yet. I also don't plan to because we are currently giving the Zendesk Google translate widget button a try, so I actually am not going to have the articles translated, and people can just choose their language from the google translate widget embedded right in the article. I do realize this has some context issues etc. but we are giving it a shot. Maintaining a large help center article base in 4 languages with constant product updates is not currently worth the investment.

    Good luck, 

    Merav

     

  • Avatar
    Jacob J Christensen

    @Heather

    As to the why, the idea is to have a clean uniformly localized experience of your content.

    As an end user, I would think it very disorderly and confusing, if I was viewing an English site and some articles and categories were in Chinese, French or other. 

    As a Help Center publisher it would add an unnecessary layer of complexity to the organizing of localized content, if you had to decide on each piece of default content if it should be published as a fall back if there is no translated version available. Especially for high volume Help Centers.

    I hope I understood you correctly.

  • Avatar
    Derek Campbell

    Hi Jacob,

    I would like the ability to do this but to fallback from a dialect of a language rather than to a different language.  For an en-US user if there is no content in en-US I want to fall back en-GB or just en but not to zh-CN or fr-FR.

    Most of our English-speaking users are outside North America.  It makes sense to have articles that are written in international English for them.  However content that refers to units of measure, paper sizes or American spellings (e.g. license instead of licence) should be shown to US users without having to duplicate all of the other content that is common.  That content is not confusing to US users because it is identical in both languages.

    Even better would be the ability to localise text within content!  Imagine some thing like:

    If your [[en-US]tires[en-GB]tyres] are bald you can lose your driver's [[en-us]license[en-GB]licence].

     

  • Avatar
    Colin Gage

    Has anyone used dynamic content for links in a theme? We have a customized header link in our theme like this (generic example):

    `<a href="https://ourhomepage.com/" target="_blank">Return to Home</a>`

    I want to be able to localize the "Return to Home" copy and have tried using dynamic content, but I keep getting this error: `not possible to access `dc` in `dc.return_to_home_link`. 

    I have tried doing it by just using `dc` for the link copy and using it for the entire href string. I get the same error both times. 

    If it helps, I am trying this inside this div in the standard theme's header:

    ```<div class="nav-wrapper">
    <span class="icon-menu"></span>
    <nav class="user-nav" id="user-nav">```

    Is there an easy solution here, or is dynamic content not possible to use for this case? 

  • Avatar
    Jacob J Christensen

    @Derek

    That's an interesting use case, but probably of limited value to most users. If you are worried that content won't be discoverable because of the spelling differences, you can add labels to the relevant articles with the dialect alternate spellings.

    @Colin

    Have you seen this article about using DC to customize Help Center design?

    There's a notation difference in how the placeholder is used, maybe that's what is causing you error?

    Your placeholder in Zendesk support:

    {{dc.placeholder}}

    Your placeholder should look like this in the html templates:

    {{dc 'placeholder'}}

    Hope that helps you out!

  • Avatar
    Colin Gage

    @Jacob I had not seen that article. That did the trick - thanks!

  • Avatar
    Jacob J Christensen

    Good to hear Colin, welcome to the community!

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