Tip of the Week: Configure Your Help Desk for Different Languages

August 1, 2011

Zendesk is growing at a very fast pace, not only in the US, but all over the world. Currently, Zendesk has more than 40 languages (available free of charge to Plus+ plan customers). In this Tip of the Week, we want to show you how to configure your help desk for different languages, using your Zendesk.

Select Setting > Account. Next, select the Localization tab. This is where you select your help desk’s default language and add any additional languages you want to make available to your users.

How do you adapt your help desk content to the language of your users?
Some of your knowledge base sections, or forums, may be written in a different language. To make sure that only the users who speak that language have access to those forums, go to the editing page of that forum and select that language in User property restrictions > Restrict access to users whose language is:. In this instance, we are going to select “Portugese.” Now when a user logs in to your help desk portal and selects “Portugese” as their language, they’ll only be able to see the content in Portugese.

How do you assigning tickets in the requesters’ language to the best agent?
When a ticket is submitted in the language of its requester, you can create a trigger that will assign that ticket to an agent that also speaks that language. Select Manage > Triggers & mail notifications, and add the condition Requester’s language.

If the idea is to assign support requests to agents based on the email used to submit the ticket, such as support@yourcompany.com for English and say soporte@yourcompany.com for Spanish, you can add the Ticket received at condition to a trigger.

How do I specify the language directly from your website?
If you want your users to access your help desk from a link in your website, but avoid having them continuously select their preferred language every single time, you can add “?locale=2” to the URL. To know the number or ID of the different languages that you have added to your account, you can visit the following URL: (replace “myaccount” for the domain of your Zendesk).

For more information about this topic, read our Updates to Languages blog post in our knowledge base.

Quieres leer este post en español? Por aquí por favor.

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