Localizing help center content

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90 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hey Colin,

    So looking into this article which links, in particular, are not work as intended on your end?

    Also, API is going to be your best method for exporting your desired Help Center content in the future. An alternative route that might prove beneficial would be our Zendesk App Marketplace that hosts third-party integrations which might have what you are seeking.

    Hope this helps with your query, and if there is anything else I can clarify for you, please don't hesitate to ask.

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  • Ali

    How can I translate Welcome Message into different language. I have configured Spanish site and added Spanish content. But not seeing welcome message in Spanish.

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  • Trapta
    Community Moderator

    Hi @Ali, In order to translate welcome message you have to create Dynamic Content for the same and add it in your Guide Template.

    Take a look at 'Adding translated text' block in this article.

    Let me know if this solves your issue.

    Thanks

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  • Ali

    Thank you for responding me Trapta. I have already created Dynamic Content for welcome message , added language variant and then added in Template.

     

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  • Trapta
    Community Moderator

    @Ali glad to hear that you got it working.

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  • Christopher Rehn

    We have not historically supported languages in our Help Center, and we use our own theme. Also, my knowledge of HTML and CSS is more than limited. The current theme has no code for enabling an end user to change language manually.

    What is the piece of code I need to recreate in order to present the "language menu", that is the dropdown menu showing you which languages this article exists in?

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  • Devan - Community Manager
    Zendesk Community Team

    Hey there Christopher Rehn,

    It seems we are having a bit of trouble finding someone to address this custom code request for you. I'll go ahead and get this some more attention in our next Round-Up. For now, I've included some content that might help in getting you started in solving this on your own.

    Customizing your Help Center theme (Guide Professional and Enterprise)

    Best regards. 

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  • Anthony Inman

     

    Hi

     

     

     

    I have been dealing with the same thing for the past 2 years. We use an outdated custom theme and our IT department has been absolutely no help. They won't let me make changes in the theme editor, so I figured out on my own how to create a language bar within each article. It can be a long process, but it works for now. As long as you have the languages set up in your settings you can set up an href link  to each article in the languages you support. Here is a screen shot of the Language settings page in Guide.

    Here is a screenshot of the Language Bar I created and the Code I use to create it.  You can tweak the code if you need to.

     

      <div>
        <details style="display:block;border-radius:5px;position:absolute;z-index:60;left:1200px;box-shadow:1px 1px 6px rgba(0,0,0,.5);margin:-100px;width:15%;background-color:#fff;color:#3f0647">
    
          <summary style="text-align:left;border-radius:5px;background:#5E0063;padding-left:15px;color:white">
            <strong>Select a Language</strong>
          </summary>
          <ul style="width:100%;float:right;color:#3f0647">
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/en-us/articles/360035206572-Country-Differences-at-a-Glance-FW-2019"><strong>US/CA-EN</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/es-419/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>US/MX-ES</strong></a>
            </li>
            <li style="display:none;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/en-us/articles/360022089792-CS-FAQs-Party-Flipping-CA-EN"><strong>CA-EN</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/fr-ca/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>CA-FR</strong></a>
            </li>
            <li style="display:none;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/es-419/articles/360012435011-Kit-de-Comienzo-de-Transici%C3%B3n-O-I-2018-MX-ES"><strong>MX-ES</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/en-gb/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>UK/IE</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/de/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>DE/AT - DE</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/fr-fr/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>FR-FR</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/es-es/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>ES-ES</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/nl/articles/360035206572-Country-Differences-at-a-Glance-AW-2019"><strong>NL</strong></a>
            </li>
            <li style="display:block;width:100%;text-align:left;margin:2px">
              <a href="https://support.scentsy.com/hc/en-au/articles/360035206572-Country-Differences-at-a-Glance-SS-2019"><strong>AU/NZ-EN</strong></a>
            </li>
          </ul>
        </details>
      </div>

    Just adjust the code to your specific needs. It is an out of the box solution. I just update the url for each article. If you just want to link the language bar to the home page of each supported language
    you can just use the url for each home page. It looks like this,

    I hope this helps and it makes sense. 

    Tony Inman
    Scentsy Knowledge Base Admin.
    Scentsy Inc

     

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  • Raleigh Godwin

    I can't seem to make the dynamic content work for some reason. We're trying to use it to localize the hero content on the home page. Here's the dynamic placeholder: 

    And here's how I've added it to the template: 

    But it's still showing the English variant on our French homepage. Anyone know why?

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  • Heather Cook

    @Raleigh - Should it not be double quotes? For example <h1>{{dc "home_title"}}</h1>

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  • Raleigh Godwin

    Heather Cook - Hi Heather, in double quotes it give me this error: Unable to find tag for dynamic content titled home_title

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  • Brett Bowser
    Zendesk Community Team

    Hey Raleigh,

    I'm going to bring this into a ticket so our Customer Advocacy team can look into this. Your code looks correct so I'm not sure why the English variant is still displaying.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Haeli Kim(김해리)

    Is there any way to add a translated title for a section or category at once ? (like we do for the dynamic contents?) It seems like it's too much manual work when adding multiple languages at once :( 

    I saw this comment from 3 years ago - but the links are now deleted. 

    ------------------------------------------------------------------------------

    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-

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  • Madison Davis
    Zendesk Community Team

    Hi there! Sorry for the confusion - those tutorials moved but they do still exist and have been updated! 

    https://develop.zendesk.com/hc/en-us/articles/360001074288-Backing-up-your-knowledge-base-with-the-Zendesk-API

    https://develop.zendesk.com/hc/en-us/articles/360001074528-Automating-your-first-localization-handoff-Help-Center-

    I don't know of a way to do as you describe and create translated variants of a title all at once in the UI (though I agree that it would be a great idea!), but would suggest leveraging the API as a possible alternative if you have the resources. 


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  • Susan B

    We are setting up our help center in different languages. I have added languages but don't have all of the content translated yet. What I would like to do is have all the content default to English unless the other language is there. Is this possible?

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  • Anthony Inman

    Hi Susan B I am in the same situation as you. What I've done is just copy the English version of the article and paste it in the other languages.

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  • Susan B

    Anthony Inman I could do that but that sounds like a lot of work. Also, then the english gets imported into our translation tool (Lokalise) and the language will show as 100% complete and the translator will not be alerted. Unless there is a better way to do that. I'm working on figuring out a full end to end translation process.

     

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  • Will Brown

    I know there are some differences in how language support is handled between Guide and Support, however I think this has to do more with Guide language localization settings more than anything else...

    For some context: We have English and French content enabled in our Help Center. (English is the default language.) Both English and French languages are enabled. All category pages, section pages, and the articles within them exist in both an English and French versions.

    The multi-language support behavior seems to be working correctly when viewing our Help Center in a regular web browser; articles are either presented in French or English depending on locale code in the page URL for the help center ("en-us" or "fr").

    The issue I'm having is that the help center articles are still presented in English when viewed through our Mobile SDK implementation of Support. (We have Guide is enabled in the Android Mobile SDK). For instance, if the locale of the mobile device is French (the default Android language is set to French), all of the UI elements of the Guide in mobile get displayed in French except for the article titles and content - they are still shown in English.

    I'm having a similar problem with our Web Widget (in which we have the Help Center enabled). The Web Widget UI changes to French when the user's default browser is set to French, but any help center articles shown remain in English 

    Any idea why the localized content I have set up in the Help Center isn't working in the Mobile SDK or Web Widget? 

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  • Nicole Saunders
    Zendesk Community Team

    Hi Will -

    Have you checked to make sure your variants all line up? Oftentimes this sort of issue is caused by a discrepancy there.

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  • Taylor Seitz

    Hello! I'm new to the Help Center but looking to understand the translation capabilities and/or multi-language options.

    Initially I need a small subsection of our Help Center translated into Japanese to be stored in a location I can direct our Japanese partners toward. Eventually we'll likely need a larger scalable plan for more of our content, in multiple languages, with the ability to keep it current.

    We have an Enterprise plan so I understand some multi-language capabilities are included. Does anyone have recommendations?

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  • James C.

    We moved away from Zendesk hc a few years ago because of the lack of tools for managing translations so I am just checking in if there is anything new here. Particularly when we have set up about 120 pages in two languages, we want to make continuous changes to our main language and about every half year update the secondary language. Problem is how does the translator find first the list of changes articles, and second what are the line changes inside the articles. After the translations are done we want to mark a version at a point in time as complete and so the whole cycle starts again. i.e. think of change control in MS Word or version control in software developer tools. Can ZD do this yet?

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  • Brett Bowser
    Zendesk Community Team

    Hey James,

    There are a couple of new features available that may help make this an easier process for you. I've linked these articles below:

    There's nothing specific to article localization but perhaps the above will get you closer to what you're trying to achieve?

    I hope this helps!

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  • Adam Hanna

    it looks like these two links around what I am trying to do are no longer working https://support.zendesk.com/hc/en-us/articles/115007227107-Can-I-display-the-default-language-version-of-an-article-in-a-translated-section-

    https://support.zendesk.com/hc/en-us/community/posts/115009599648-Fallback-to-default-language-if-articles-aren-t-translated-to-end-user-language

     

    Is there any update on the potential of that feature (or a new community request) that could be linked?

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  • Brett Bowser
    Zendesk Community Team

    Hey Adam,

    Can you clarify what functionality you're looking for with Guide localization? According to this article, iff the end-user's language is not one of your supported languages, the default variant is used.

    Let me know if I'm not quite understanding what you're looking for!

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  • Adam Hanna

    Thanks for the quick response! 2 similar but different cases:

    1) We always have default versions of English for all articles and get our translations afterwards. Sometimes these translations take longer so we can not wait to make the English versions live, but if linked to on our UI doesn't exist for half our customer base. Ideally if a Chinese version didn't exist, it would default to the English version.

    2) For certain articles, such as Terms and Conditions for promotions being run, there is only ever an English version causing the same issue

     

    It looks like this was discussed in the articles I linked based on titles, but they no longer exist so wasn't sure of the conversation and any potential outcomes

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  • Martin Lee

    @zendesk can we get an update on the potential of a fallback language option when a translation is missing for an article?

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  • Sally Anne Dishong

    I'm trying to find information on how we might localize images in our translated articles. We're currently using the Unbabel connector to translate the article text, but the images (which are mainly product screenshots) remain in English. Unbabel does not currently offer this feature in the connector. Any suggestions on a work-around? Is there any way to use dynamic content for article images? I know we could manually update the images, but each time an article is submitted as a change it would revert back to the English (source) language version in Unbabel's workflow. I'm also aware that Smartling is offering this functionality in their connector, but we're not looking to change translations vendors at this time. Thanks in advance for any ideas!

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  • Charles Nadeau
    Zendesk Documentation Team

    Hi Sally Anne,

    I'm not sure if there's a solution for Unbabel. The Zendesk Docs team doesn't use Unbabel or any connector to manage article translations.

    You could use a script to rewrite the image urls after the translations are posted by Unbabel. The script logic could work like this:

    1. Use the Translations API to download the newly posted translations.
    2. Parse the article HTML to find the urls of any English images.
    3. For each image url, modify it to point to the localized version of the image.
    4. Use the API to upload the translation's updated HTML.

    We use a version of this approach for our translated articles. See this function on GitHub: https://github.com/chucknado/zep/blob/master/zep/handoff.py#L373.

    If you use image attachments in your articles, we recommend hosting the images on a CDN such as Amazon S3 so updating the url is easier. For example, you could organize your images on the CDN by locale:

    /images/en/
    /images/fr/
    /images/es/

    Then your script only needs to replace "/en/" with "/fr/" or "/es/".

    This is what it looks like for Zendesk images:

    https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_language_list2.png
    https://zen-marketing-documentation.s3.amazonaws.com/docs/fr/hc_language_list2.png

    A script replaced "/en/" with "/fr/" in the French translation of the article.

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  • Sally Anne Dishong

    Hi Charles! Thanks so much for your thorough and helpful response. Your suggestions are over my head technically, but I will pass them along to our developers and see if there's any hope of implementation this type of solution.

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  • Abdul Khader

    English(world) :  en-001 locale is not available in my zendesk account list. How to add that ?

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