The Zendesk Support plugin, Smartling for Support, is now available to download from Zendesk's Marketplace. The original version, v1.x, of the plugin was distributed as a zip archive (ZD private app). If you were one of the first users of the plugin, you will need to migrate to the new v2.x, by following the steps outlined in this document.
Important Considerations Before Migration
Downtime
The migration process will result in an interruption of service. Smartling will not translate new tickets or comments while you are uninstalling the old version and installing the new version.
Tip: Plan the migration for when your support traffic is low.
New Features
The new v2.x version has enhanced features. After migrating to the latest version, you can control if all ticket threads are translated automatically (full) or only the threads that the agent chooses to translate (triggered), giving you more control over your MT costs.
Tip: If you intend to set the automation type to triggered, ensure to provide guidance to your agents.
Check the Smartling Project
Make sure you know which Smartling project was used when you first configured the plugin. This project should be used to connect the new App version. It will help you keep your agents' configurations.
Tip: Contact Smartling Support for help in identifying the Smartling project used in your current integration.
How to Migrate to Smartling for Support v2.x
Step One: Uninstall the old version (v1.x) in Zendesk (Admins)
- Open any ticket to see the Smartling App in the Apps bar
- Click Settings > Disconnect
- When you see the "Login to Smartling" button, you have disconnected successfully and can proceed to uninstall
- When you see the "Login to Smartling" button, you have disconnected successfully and can proceed to uninstall
- Go to Admin Center > Apps and integrations > Zendesk Support apps (/admin/apps-integrations/apps/support-apps).
- On the Smartling app, click the settings icon on the app > Uninstall
Tip: The old version has now been uninstalled, and you can proceed with installing the new version.
Step Two: Install the new version (v2.x)
- Find the Smartling for Support plugin on the Zendesk Marketplace
- Click Install
- Select your Zendesk account and click Install
- Scroll to the bottom of the new page to find the "Install" button.
- IMPORTANT: All input boxes except "Title" must be empty.
- If your password manager prefilled any fields, ensure to remove any text there. Then click “Install”.
- The app will be added to your list
Step Three: Connect the App
- Open any ticket to see the Smartling App in the Apps bar
- Click on the “Login” button and a new tab with the Smartling login form will be opened. IMPORTANT: Make sure your browser does not block pop-ups; otherwise, the connection may fail.
- You should see a successful login confirmation. However, the plugin will open an additional tab with the Smartling Dashboard.
- You can safely close these two new tabs and return to the tab with your ticket
- Choose a project for storing the configuration and the Automation Type you want to use.
- Click Connect.
- This is the final step in configuring Zendesk and Smartling for bidirectional communication. The app will open a new tab where you should see a confirmation. You can safely close this tab.
- This is the final step in configuring Zendesk and Smartling for bidirectional communication. The app will open a new tab where you should see a confirmation. You can safely close this tab.
- Now your App is ready to translate tickets
Tip: Congratulations! Your migration was successful.