Configuring your help center to support multiple languages

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48 Comments

  • Chris Klopper

    To the best of my understanding, I have read everything relevant on the subject matter at hand. I understand that multiple languages can and should also be enabled in Guide Professional proving you are the Guide Manager.

    When I get to target pages in Help Center Setting it does not look anything like what is described here above. I can set the language for the default HC only. There is NO ADD facility of function.

    I am clearly misunderstanding something.

    Thank you for your much-anticipated help

     

    Chris

     

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  • Gail L
    Zendesk Community Team

    Hi Chris,

    Are the languages already enabled in your Support account? And just to confirm, is your Support subscription either Professional or Enterprise as well? 

    Let us know and we'll try to get this sorted with you.

    Best,

     

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  • Sally Anne Dishong

    Hi all, I'm testing the Copenhagen theme in our Sandbox. We have the "Wiry Merchant" theme (customized) in our production Help Center. We have English source language and 4 languages set up with translations currently in production. In our production HC, we have a drop-down for manual language selection in our top menu (along with browser language automatic selection). I'd like to have the same in Copenhagen. Right now, I don't have a web developer working on this with me and my coding knowledge is limited. I'm not seeing anything in the documentation about this feature being available in standard Copenhagen. Does anyone know if this functionality is possible in the standard theme settings...or would it require customization?

    Another related issue: I do have these 4 additional languages enabled in the Help Center Sandbox with the Copenhagen theme, and we have a developer who is using the API to backup the production HC and restore the categories, sections, and articles and translations into the Sandbox for testing. In the first test run, the translations came into the HC Sandbox as separate source language articles; in other words, they are not showing as the translation for the English source article. Any ideas why that might be happening?

    Thanks in advance for any assistance!

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  • Madison Davis
    Zendesk Community Team

    Hi Sally! In the Copenhagen theme, the language selector lives in the footer. The good news is that it's super easy to move this from the footer to the header.

    You'd just want to cut these lines from the footer.hbs template:


    Then paste them into the header.hbs template:

    As for your question about the recreated translations, I'm honestly not sure we can troubleshoot without knowing some specifics about your script. Is your developer using the Create translation endpoint? Or are they specifying translations as they create the article? My first thought is to check that all the locales you need to create content in are enabled in your Sandbox. 

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  • Sally Anne Dishong

    Hi Madison, that was so helpful...I completely missed the language selector in the footer. Seems an odd place for it to live...but glad it's there and I appreciate your instructions on how to easily move it to the top.

    I have more questions about how that works and might interact with browser language selection, but I think I'll post those on a translation related article.

    I also appreciate your thoughts on our issues with the API and I will pass those along to our developer. I know the languages are enabled, but I don't know the other details about his script. I raised a ticket to get support on this as well.

    Thanks so much!

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  • Madison Davis
    Zendesk Community Team

    Happy to help, Sally Anne! Please feel free to follow up with another comment if any additional questions come up! 

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  • Mohammed Saleem

    I  want to enter my pt address

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  • Nicole Saunders
    Zendesk Community Team

    Hi Mohamed, 

    Could you provide additional detail? I am not sure what your question is. 

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  • Sally Anne Dishong

    We're having a challenge with testing our backup and restore for translated HC articles in our Sandbox. For our French translations (setting selected is just "French" for the Guide language), the translations are coming in from the API restored to French(fr). This means that when the user selects French for the language selector drop-down, the articles don't display. Any ideas on 1) why this is happening, and 2) guidance on using variants of languages for this use case? We are also planning for Spanish (Spain), Spanish (LatAm), Chinese (Simplified), and Chinese (Traditional) so I want to avoid future issues.

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Sally,

    It looks like you currently have a ticket open with our Customer Care regarding this issue. We will continue working with you in that ticket as the team will most likely need to take a look at some examples to determine the cause of this issue.

    Cheers!

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  • Sally Anne Dishong

    Thanks, Brett. I'd also appreciate any feedback of a general nature from others who may have run into similar issues and how they resolved them. The language selections in the Guide are sometimes very confusing.

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  • Marco Antunes

    Hi Team,

    There seems to be an issue with the multilingual routing.
    For example, users that land on https://help.example.co/hc/en-us (without the extra "/" at the end) will have a homepage with https://help.example.co/hc/en-us/articles/36002405313 link and it doesn't work as expected, getting the below error message:

    oops

    The page you were looking for doesn't exist

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



    If the user lands on https://help.example.co/hc/en-us/ (with the extra"/") they will have a homepage with https://help.example.co/hc/en-us/categories/36002405313 link and it works fine. 

    How can we force this extra "/" or what other options do we have to handle this for an user that lands without this extra "/" at the end?

    Thanks!


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  • Madison Davis
    Zendesk Community Team

    Hi Marco! Unfortunately I'm not able to replicate the behavior you're describing with these example domains. It sounds like there might be something misbehaving in your particular account. Is your help center public, and are you comfortable sharing the URL here, or would you prefer we move into a ticket?

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  • Marco Antunes

    Madison Davis can we move into a ticket? Please let me know how to proceed. Thank you!

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  • Elisa Zanoni

    Hello, 

    If I delete a language, will all the help center articles in that language be archived? Thanks 

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  • Jules

    Hello,

    I have 5 languages on my help center. If an article is not translated in one language, is there a way to hide this language in the dropdown menu ?

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  • Qumulo Inc

    Is there a configuration setting or method to serve off articles in all available language when the end-users language has not yet had the article translated?

    EG: Bob is a native Esperanto speaker and reader, he search for "Rajdu mulon" in Guide/Help Center.  There is no Esperanto article for this, but there are english and german versions. 

    English: How to Ride a Mule

    German:  Reite ein Maultier

    How can one provide always provide results for a KB search that lists ALL the languages a article is available in? 

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  • Clifford

    Hello,

    Thanks for reaching out! You must enable all of the languages that you want to support in your help center in order to serve off articles in all available languages that you want. You can choose from any of the Guide supported languages and most of the languages that are available by request.

    If you choose a supported language, text that appears in the help center by default (for example, "search" and "comments"), is displayed in that language.

    Kindly check this article here for you to be guided accordingly: Configuring your help center to support multiple languages

    Let me know if you need further assistance.

    Clifford James Lacson |Associate Customer Advocate|

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