If you are supporting multiple languages, you can translate, or localize, your ticket fields. That way, when a customer submits a ticket, you can provide them properly translated text in their language.
This article shows you how to get started using dynamic content which is a powerful tool for localizing content with your ticket fields.
This article includes these sections:
Creating and using dynamic content with a ticket field
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
- Choose which field you would like to use dynamic content with; in this example, a system field, Subject. You can also create dynamic content for your custom fields.
- Next, create the dynamic content we need to localize this field. In Admin Center, click the Workspaces icon () in the sidebar, then select Dynamic Content.
- Click Add Item or Add one now.
- Enter a title for your new piece of dynamic content. Make sure this is a name you'll be able to find later, for example, "Subject Ticket Field - Title". You might be creating many pieces of dynamic content so a good naming convention is important.
- Select the default language for your dynamic content. This field will show all of the languages that you have enabled for Zendesk Support but that doesn't mean they're enabled on your Help Center. (For more information on enabling multiple languages for your help center, see Localizing help center content.)
In this example, English is selected.
- Enter the text you want to see for the default language. As this is English, enter "Subject".
The final result looks something like this:
- Remove any trailing spaces or line breaks before saving your text as this might cause issues when used within other Zendesk products.
- Click Create. You're redirected to a screen where you can choose to create a translation.
- To create a translation, click on Add variant.
- On the next screen, select the language for your variant, choose a status (active or inactive), and then enter the content. This is very similar to creating the default piece of dynamic content. In this example, Spanish (Español) is selected, the status Active is selected, and the Spanish word for subject, "Asunto" is entered.
- Click Create to create your variant.
- Copy the placeholder for your piece of dynamic content. You'll need this for the next step.
- Click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
- Click Edit for the ticket field you wish to change.
- Now paste your dynamic content placeholder into the Title field for end users. (You can also use dynamic content to change your Description, but you'll need to create a separate piece of dynamic content and use a different placeholder).
The titles for system fields like Subject cannot be modified for agents, only end users.
- Click Update field.
Viewing your localized content
The result of creating this piece of dynamic content shows on your Submit a Request page. You will get two different variations of your title in the Subject Ticket Field, depending on what language you have selected in your Help Center.
In this example, if you use English as your language in your Help Center, you'll see the following when you submit a ticket:
However, if you use Spanish ( Español) as your language in your Help Center, you see the following:
You can also do this for other fields, like the Description field. The example below shows two pieces of dynamic content, one for the Title of the ticket field, and the other for the Description of the ticket field. The example uses the same steps as above, but also adds a placeholder into the ticket field description.
The result in English:
The result in Spanish (Español):
To read more about dynamic content, see our guide on Providing multiple language support with dynamic content.
Is it possible to add the dynamic content for sending mails to customers in the correct language ?
For example web widget used, FR-BE > So the mail sent to the customer to say the ticket is created will be in French (Belgium)
And is it outdated ? Because I can't add variants
I am experiencing the exact same issue as Raul did, but in my case our help center language are already matching with zendesk support languages. I just can´t seem to get it to work. I´ve done and re-done all the steps according to all your instructions as well as video found in Zendesk training portal. Dynamic content with variants are created, placeholder generated and then used where we want it to work. But zip, nada. It is still only showing English as is our default language.
This article has been shown under messaging's flow builder however I don't think messaging can support dynamic content?
Please note that dynamic content is integrated both in Flow Builder and in messaging.
Our Zendesk Support uses French by default, and we've created dynamic content in English.
When I change the language of my Agent account to English, then I export our tickets in CSV format, the titles and values of the system fields are translated into English in the file but not the dynamic content of the custom fields which is rendered in the default language. Same important problem in Explore, especially for our international subsidiaries that we want deployed: the translation is not done for these fields in dynamic content where it is the default language of Zendesk that is displayed rather than the default language of the agent (even if the default value of the dynamic field is the English variant).
Is there a solution to have dynamic content rendering of custom fields depending on the agent's language in exports and on Zendesk Explore?
images are not showing, can you please update?
Thanks for sharing this with us! Can you confirm that the images are showing up on your end?
Our documentation team was able to get this article updated so I wanted to check in with you :)
Once the dynamic contents are inserted in the ticket field values, how to make the translated values in the ticket sorted alphabetically but adapting to the translations? (can't be fixed in the ticket field settings)
I am afraid that it is currently not possible to sort the translated fields alphabetically as the fields can only be sorted by name, date modified, and date created as documented in Adding ticket fields to an existing ticket form. Dynamic content uses the Title field for end users.
Hi Charles Gresula
I'm sorry, but the sort by name, date modified or date created functionality is only used to change the order in which the list of available ticket fields are displayed for adding to a form. Not for sorting the values of a field in a ticket. But I note that it is not possible to sort translated fields alphabetically. Which is a shame for international companies like ours, and especially for our users.
For those interested, possibility to vote for the evolution proposal : https://support.zendesk.com/hc/en-us/community/posts/4417557283866-Alphabetical-sorting-of-ticket-field-values-translated-by-dynamic-content
Hi Zendesk Team,
I'm having issues with this function in our HC. I've set up the dynamic content, added the placeholder into my form field, but I'm still seeing English in my French HC. Can anyone advise what I'm doing wrong?
The behavior you're seeing is certainly odd, and I'd like to get a closer look at this. I've created a ticket on your behalf, and you'll be hearing from me shortly!
- Ray | Technical Support Engineer
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