Zendesk Connector

Setting Up Your Zendesk Connector

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.

It is important to ensure that languages selected in the Zendesk Help Center languages configuration are the same as the languages selected in Zendesk Support.

This article will walk you through:

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

Setup Languages in Zendesk Guide

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. See how to map Zendesk languages to the languages in your Smartling project.

 

Connecting Zendesk to Smartling

  1. Create a Zendesk Connector project type in your Smartling Account
  2. From within this project, click on the gear icon > Project Settings > Zendesk Settings
  3. Click Connect to Zendesk
  4. Enter your Zendesk subdomain
    • Your subdomain can be found on your Zendesk instance homepage, http://[this-is-your-subdomain].zendesk.com 
    • For example, if your Zendesk homepage is smartling.zendesk.com, your subdomain is 'smartling'.
  5. Click Connect to Zendesk to save your subdomain or cancel to exit the menu.
  6. Click Allow to authorize the Smartling Zendesk Connector

Your Zendesk instance will now be connected to your Smartling project.

Zendesk Connector Configuration

General

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 Automation of Prior Request for Translation dropdown to select your desired behavior.
  3. Click Save

Automation of Prior Request for Translation

  • Auto: The Zendesk Connector will detect changes to source content every 3 hours. Any changes detected to the source content will be submitted to Smartling for translation, batched into a Job and sit in awaiting authorization. However, if auto-authorize is enabled under Smartling Settings, the updated content will be batched into a Job and automatically authorized for translation. Smartling will not detect net new content, only updates to content that have been submitted for translation in the past.
  • Manual: The Zendesk Connector will detect changes to source content every 3 hours, but will not submit new content for translation. Changed content will be indicated by a checkmark in the Outdated column in Zendesk > Translation Progress (Classic) and in the Zendesk Asset List (New Experience)
  • Disabled: The Zendesk Connector will not detect changes to source content or automatically submit new changes.

3 hours is the recommended shortest time duration between checks. Talk to your Solutions Architect about changing the frequency to longer wave periods using cron.

Language Configuration 

  1. From within your Smartling Zendesk Project, click on Project Settings > Zendesk Settings
  2. In the Language Configuration section, you will see the number of target languages in your Smartling project, along with the source language in your Smartling project. These details should match dropdown menus with your Zendesk target languages
  3. Choose the correct target language from the dropdown menu to map the language in your Zendesk language configuration to your Smartling project target language
  4. Click Save

You cannot map a Smartling language to more than one Zendesk language. Ensure both Zendesk Guide and Zendesk Support dynamic content languages are unified before mapping to Smartling.

Smartling Settings

Talk to your Customer Success Manager or Solutions Architect about options on auto-authorization and translation retrieval.

 

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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