Zendesk Connector

Connect a Zendesk Account

This article is for Account Owners and Project Managers. You must be on a Zendesk "Professional" or "Enterprise" plan to use the Smartling Zendesk Connector.

The Smartling Zendesk connector allows you to translate Zendesk content with context. Translations are requested from within the Smartling platform, and translated content is automatically sent to your Zendesk instance.

The connector supports translation of Zendesk Guide; Categories, Sections, Articles as well as Dynamic Content from Zendesk Support.  Macros that are used in the Zendesk Support cannot be directly translated however it's effectively possible to translate them using Dynamic Content.

The languages between Zendesk Guide and  Zendesk Support are not consistent. The page, Language codes for Zendesk-supported languages can be helpful for planning both your Zendesk configuration and your Smartling Zendesk Connector's project configuration, especially if you will use Dynamic Content in Articles and want to translate the Dynamic Content for that purpose. You must consider your language selection strategy. In any case, it is important to ensure that locales you configure in the Zendesk Help Center are the same as the ones you configure in Zendesk Support.

Setup Languages in Zendesk Guide

To link your Zendesk Account to Smartling, complete all sections below.

From within your Zendesk Guide Admin:

  1. Click on Settings > Language Settings > Add new language

The Help Center languages need to be enabled for translations to be publicly accessible. See our Tips for launching your translated Help Center.

It is critical to setup the Guide Languages for the Smartling Zendesk Connector to operate.

Setup Languages in Zendesk Support

Translating Dynamic Content requires your Zendesk Support product to be configured with languages. We recommend enabling languages in both Support and Guide and keeping them in sync.

While logged in to your Zendesk Support dashboard. 

  1. Click on Admin then select Settings > Account > Localization
  2. In the Languages section, click on Additional Languages

Zendesk's supported languages may not align with Smartling language codes. Later, you will learn to map Zendesk languages to the languages in your Smartling project.


Setup Smartling Zendesk Connector

Connect Zendesk Instance to Smartling

  1. Create a Zendesk Project type in your Smartling Account
  2. From within this Project, click on Project Settings > Zendesk Settings
  3. Click Connect to Zendesk
  4. Enter your Zendesk subdomain. For example, if your Zendesk homepage is smartling.zendesk.com, your subdomain is 'smartling'. Click Connect to Zendesk to save your subdomain or cancel to exit the menu.
  5. Click Allow to let Smartling connect to your Zendesk instance

Your Zendesk instance will now be connected to Smartling.

Configure Content Change Behavior

You can configure the behavior of the connector when content in your source articles change.

  1. From within your Smartling Zendesk Project, click on Project Settings > Zendesk Settings
  2. Click the Resubmit changed content dropdown to select your desired changed content behavior
  3. Click Save

Changed Content behaviors

  • Auto: detect changes to source content every 3 hours, and automatically submit the new content for translations. The connector will not automatically submit net new content, only updates to content that has been submitted for translation in the past.
  • Manual: detect changes to source content every 3 hours, but do not submit new content for translation. Changed content will be indicated by a checkmark in the Outdated column in Zendesk > Translation Progress
  • Disabled: do not detect changes or automatically submit new changes

Map Zendesk Languages to Smartling

  1. From within your Smartling Zendesk Project, click on Project Settings > Zendesk Settings
  2. In the Language Configuration section, you will see dropdown menus with your Zendesk lanaguages
  3. Click on a dropdown menu to map the language in your Smartling project to a Zendesk language
  4. Click Save

You cannot map a Smartling language to more than one Zendesk language

Launching a Translated Help Center

See Zendesk’s Documentation for Supporting multiple languages in Help Center.

Learn how to hide your Help Center in our Zendesk Developer Guide.

Ready to translate Zendesk Content? Learn how in our Zendesk translation guide

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