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Configuring Zendesk Support for your locale and language



Edited Jun 21, 2024


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19 comments

H there,

can a end-user change his prefered language (in the en-user portal Guide) ?

This article only shows ho agents can setup their default language.

THanks

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Remi

Zendesk Customer Care

Hi Julien SERVILLAT,

Thank you for your post here, hope you are doing well today!

I encourage you to have a look at this documentation that should answer your question : Setting and detecting a user's language.

About Guide and the Help Center, when an unregistered end user selects a language in the Help Center menu bar and submits a request from that language, their user is created and their language is identified with the language of the Help Center they were viewing upon ticket submission. However, you can manually set their language if this is their preferred language.

You may also find some additional information here : Configuring your help center to support multiple languages.

Also, bear in mind that registered users will follow the same path as Agents and can change their language from their profile settings as per the article above.

Hope this helps!

Have a great rest of your day.

Best regards,

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Hello @...,

Unfortunately not be possible.

Side conversations cannot be automatically translated into other languages.

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Hello,

Regarding the below time zone setting..  so our account is set to US.  We have agents in Australia and UK.  The first 2 points below state that the timestamps are relative per agent's time zone. Where do I configure agent time zone?  OR don't I get that option since we are on Team Subscription? (per the 3rd point below; which is a little confusing whether that means users can set own time zones under those subscriptions or if it also means that regardless of the subscription we'll all be able to see timestamps relative to our own time zone?)

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Beau P.

Zendesk Customer Care

Hello Jack,

You are correct, the ability to set timezones by individual agent would require a Professional of Enterprise Support plan to obtain. When configured at the agent level, each agent will see timestamps aligning with their defined timezone. Additional details on this feature can be found here: https://support.zendesk.com/hc/en-us/articles/115000353048-Which-time-zone-does-Zendesk-use-

Beau | Customer Advocate

Ask our Zendesk Community

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Hello,

I wanted to see if there was any traction to allow end-users to set their own date/time in their profile, or if it is still linked to the Support Tenant's time zone.

Thanks,

Jerry

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Matt

Zendesk Customer Care

Hi Jchow!

At this point, the only control an end-user has over their timezone is in the end-user portal when viewing their tickets. It will use the time zone from their computer/system.

Thank you.

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Hello, 

it's not possible for me to change language. I don't have the logo and option written in this article.

Plus, something weird. Sometime I open my Zendesk, it's in english, then in spanish, then i french. I don't understand.

 

Kind regards.

 

Bruno

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Cheeny Aban

Zendesk Customer Care

Hi Rafael,

Are you receiving an error when changing the language or are you not seeing the option at all? If you are having difficulty, you may reach out to our Customer Support so we can guide you. 

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Hello,

My company is using one account for all our international teams. The timezone is set to EDT which works fine for our American colleagues but it's not ideal for our team in the UK. I have set the timezone on our agents profiles to GMT+1, however all the email correspondence with customers is still in EDT.

Is there a way I can update the customer facing time zone without updating it on the account level? Based on the agents time zone / set it on a brand level / modify it in liquid / etc?

Any advice is appreciated.

Thanks,

Emma

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Hello,

is it possible to display the date of articles in Guide/Gather in the UK format DD-MM-YYYY, although the localization is set with English (United States), resulting in the display in the format MM-DD-YYYY?

Thank you for your help!

Kerstin

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Emma Andersson,

 

You do have the right idea that your agents should have their own timezone depending on their location, however that won't be able to impact the end-user's timezone when they contact your team. You can create schedules instead since that would allow you to have different timezones.

 

 

This would also allow your end-users to have an idea on when the appropriate team would be available. With operating hours, you can also set up business rules based on your team's schedule.  More information can be found here: Setting your schedule with business hours and holidays

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Hello,
which Zendesk Suite plan do I need to be able to set the time zone for each agent individually?
Thank You

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Noly Maron Unson

Zendesk Customer Care

Hi Markus,

This option is available for Suite Growth and above and Support Professional and above accounts only.

See Viewing and editing your user profile in Zendesk Support for more details.

Hope this helps.

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If I change the default language today, will that impact any existing users (they all have a language setting today), or only future users ?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Søren Anker I have tested this one and can confirm that it will also impact the existing end users, the language in their profile will be updated as well when you change the default language. Hope this helps!

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I have my Localization set to (GMT-06:00) Mountain Time (US & Canada) in my Zendesk account. However, in my agent portal and on tickets, it is showing Local Time GMT-12. So all time is showing 6 hours behind my current time. 

 

How do I resolve this so it shows correctly?

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Christine Diego

Zendesk Customer Care

Hi Kelly,
 
The ticket timestamps are displayed in the time zone set on your user profile. You can find more information about this in this article. Would you mind trying to update the timezone on your user profile once more and then refreshing your browser. 

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Is there a way to automatically adjust for daylight savings time / British Summer Time without having to change the default time zone twice a year?

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