Localizing Help Center content (Guide Professional and Enterprise)

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61 Comments

  • Jacob J Christensen

    Hi Rebecca, you can use Dynamic content to insert text, images etc. into a template.
    Here is a good article on how to do that.

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  • Rebecca Dai

    Hey Jacob,

    Thanks for the reply, I'm aware of dynamic content and have tried it in my help center template. However, I'm interested in whether it's possible to modified the text in an existing help center template helper such as this one: https://developer.zendesk.com/apps/docs/help-center-templates/advanced_helpers#request_form-helper. 

    When I output this helper, this string of text "Let us know what we can help you with!" is printed with the helper. I'm wondering if there is a way to modify that text and provide a translation for the modified text.
     
    Thank you!

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  • Jacob J Christensen

    Ah I see. Unfortunately, I think I'm on the very edge of where I can possibly be helpful then. I have just one shot left.

    If you navigate to Admin > Ticket forms (I'm assuming you're on the Enterprise plan) there's a box for inserting End user instructions - it also accepts Dynamic Content.

    Could you please check if the text string you're seeing is coming from here?

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  • Rebecca Dai

    Hey Jacob,

    Ah that's exactly what I was looking for! Thank you for your help! 

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  • Zoe Rowley

    We have turned on Localisation in our Sandbox and added one other language.

    I have translated one article, category and section to test it  ... but when I added the alternative locales code to the footer I am getting an error when I select the German HC to view.

    The message that pops up is;

    oops

    The page you were looking for doesn't exist

    You may have mistyped the address or the page may have moved"

    It seems it is not recognising the other HC even though it appears as an option in the footer.

    Do you have to have certain pages translated for the HC to appear, could you just have the Submit a Request page translated (with dynamic content) for example?

    This is the code pasted into the footer:

    <div class=“footer-language-selector”>
    {{#if alternative_locales}}
    <div class=“dropdown language-selector” aria-haspopup=“true”>
    <a class=“dropdown-toggle”>
    {{current_locale.name}}
    </a>
    <span class=“dropdown-menu dropdown-menu-end” role=“menu”>
    {{#each alternative_locales}}
    <a href=“{{url}}” dir=“{{direction}}” rel=“nofollow” role=“menuitem”>
    {{name}}
    </a>
    {{/each}}
    </span>
    </div>
    {{/if}}
    </div>

    Any help is appreciated.

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  • Jake H.

    Hi,

    I scrolled through the comments here, but maybe I missed it. Is it possible to send article labels to Transifex to be localized (versus doing them somewhere else like a doc or spreadsheet and then having to copy and paste them all over)?

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  • Jessie Schutz

    Hi Jake!

    I imagine it depends on what Transifex requires in order to do their translations. That said, I'm not sure what the article labels would provide to them. Maybe I'm misunderstanding your question...could you go into a little more detail about the workflow you're hoping to achieve?

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  • Jake H.

    Hi Jessie! We have some concerns around search results and what appears, and even more so when it comes to supported languages. We think that being able to easily translate labels via Transifex would help by being able to include tags that users would search but would not necessarily be in the article. Does that make more sense? Let me know, happy to elaborate further.

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  • Anthony Inman

    Hi All,

     

    I have configured my Knowledge Base to support multiple languages but for some reason the language bar is not showing up on the site. What do I need to do add a language bar on my site?

    Regards,

    Tony I

    Scentsy Knowledge Base Content Admin.

     

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  • Lou Abigail Menard

    Hi @Anthony,

     

    Do you mean this?:

    Not sure if that's what you looking for. If so, you can set that by goung to 

    Guide Admin > Guide Settings > (browse down to:) Additional Languages  ,  and tick the boxes for the Languages you want to show on the Help Center for selection.

     

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  • Jacob J Christensen

    Hi Anthony,

    If you're using the Copenhagen theme, you should find the language selector code in the Footer.hbs

    Hope that helps you out.

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  • Niclas Kårlin

    I want to promote this feature request of automatic creation of a "translation" which has the original language:

    Cloning article text into translations 

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  • Clare Lo

    Hello I encounter a problem here.

    We have English, Traditional Chinese and Simplified Chinese in our Help Center, English is default. We used Zendesk SDK integration in our Apps. However, the user will always see Simplified Chinese help center even if the language setting of the device is English or Traditional Chinese. Could you guide us any solutions? Thank you.

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  • Dan Kondzela

    Hi there, Clare!

    Utilizing the SDK is going to be largely tied to custom coded solutions. This is not directly supported by Zendesk, unfortunately, but there is likely an aspect of your SDK use that sets the language of the help center to your default address.

    I would recommend reviewing the options to localize the text within your App. We have documentation on the process at that link!

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  • Adam Reid

    Is it possible to translate everything in the help center except the articles?

    My scenario is this, we only provide articles in English at this point in time, but we'd like to provided the Help Center theme in a couple of languages we are going to be supporting.

    By having the language picker in the Navbar customers can select their language from what we are going to support and start navigating around our help center, with the only condition that the articles and community forum are in english.

    The roadblock I've noticed is that when I select another language in the HC the english articles disappear is there a way to keep english articles when everything else is in the selected language?  

    1
  • Jacob J Christensen

    Hi Adam,

    You are right when you select a language where there are no articles translated (and published), neither the articles or the sections and categories will show.

    The most immediate solution to your issue would be to provide duplicate English translations for the languages you want to support - basically copy/pasting your English content to the language variants of the same article.
    However, that could be very time consuming if you have a lot of content, both to set up and to maintain, and it also might have a negative impact on the articles Google ranking (I'm not really sure if this is still the case).

    Alternatively, you may want to add a Google Translate widget to your help center as shown in this community post. I would recommend this last option, hope that helps you out.

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  • Niclas Kårlin

    I am on a trip to China now, and you have not understood how much you rely on Google until you can't reach it...

    We have many customers here, so Google Translate is not an option for us.

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  • Jacob J Christensen

    Good point Niclas, I had not considered Google being unavailable.

    I'm unsure how the Google Analytics Widget solution mention before would behave in that scenario, but you could test it here if you'd like:

    https://support.aodocs.com/hc/en-us

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  • Niclas Kårlin

    Not well...

     

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  • Jacob J Christensen

    What is the user experience like, will it continue to show the English content when other languages are selected?

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  • Adam Reid

    Hey Jacob,

    Thanks for the information, that is a bummer. We've looked into google translate, but noticed that the translations are horrible. We support Japanese and Spanish and English is our main language, when we have done test runs our Spanish and Japanese Support agents are typically horrified by how bad the translation is by Google Translate so we've stayed clear from it.

     

    Hmmm, I wonder if Zendesk has a way to override that step and show the articles?

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  • Niclas Kårlin

    @Jacob, I don't see a way to change languages.

    In Copenhagen theme, the language setting is in the footer left but it does not show in AODocs.

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  • Jacob J Christensen

    Hi Adam and Niclas,

    Sorry for the extremely late reply, I hadn't noticed your updates.

    @Adam
    Is there a reason you're not just staying with one enabled language (English) until the other languages are ready? If you only have one language enabled the language picker shouldn't be visible.

    @Niclas 
    I think it's a custom theme, the language picker is located in the header here.

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  • Niclas Kårlin

    Nope, that does not show for me.

    <div id="google_translate_element" class="dropdown"></div>

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  • Jacob J Christensen

    Niclas, my recommendation to add a Google translate widget to the help center was a response to the use case Adam presented above. If you are in a market where Google services are blocked, then this is not a good solution for you - I do like that nothing breaks or looks weird in this case though.

    If you have the skills and resources, you may consider building something similar to the GA widget solution, using alternative translation services. I don't have anything more concrete to offer here, unfortunately.

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  • Niclas Kårlin

    Now I'm back in Sweden... :-)

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  • Adam Reid

    Hey @Jacob,

    Thanks for your response, so we are currently just staying with one language as our default language, which is english. 

    Our goal is to try and help our customers who use another language as their main language to navigate our help center as navigating the site in english might be hard for them. 

    All our documents are currently in English, but if I'm able to change certain buttons/navigation icons etc into their native language when they are in the help center it'll help them to be able to find the correct document/information thats in english. 

    Hope this makes sense, this is where I'm curious is using Dynamic Content will help or not.

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  • Trapta

    Hi @Adam,

    This is exactly where the Dynamic Content comes in. You can use DC across your theme where you have used hard coded text and want tk localize it.

    Thanks

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  • Adam Reid

    Hey @Trapta,

    Thanks for confirming. I have one follow-up question.

    The customer would then see that Dynamic content based on their location or language settings in their browser, correct?

    or

    Would I need to enable the language selector? My understanding with the language selector is that it would hide the english articles when another language was selected.

     

     

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  • Colin Gage

    Resurfacing this comment because the links in it no longer function: https://support.zendesk.com/hc/en-us/articles/203664336/comments/115000971608

     

    Is there any way to export HC article content like you can Dynamic Content to have it translated and then re-uploaded as a single file? 

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