Zendesk Connector

Zendesk Connector Frequently Asked Questions (FAQ)

Links to other articles in the Help Center

Links to other Help Center articles are automatically localized.

NOTE: This works best when the "link to Help Center article" feature is used.

Links to pages outside of the Help Center

Links that point to other sites are currently are not editable in the Smartling interfaces.  You will need to edit the links after the translation has been delivered by Smartling. If you update the item and a new translation is delivered any external links will need to be updated after the new translation is delivered.


How can I localize the images in my Help Center?

See this article for information about Smartling's automatic localization feature for images.


If you have changed any of the text of an item, you will need to update the translations anyway. Depending on your configuration the item may automatically be re-authorized for translation.

If not, or if you only changed the destination URL but not copy, you will need to manually "Request Translation" of the item for the languages you want to update.  The connector will track the item as "In Progress", but there will be no new strings to translate (assuming that only the link URL changed and no other text changes have happened to the item). Then you can either manually export the translations, or wait for the automatic export to happen (this depends on your configuration).  When the export is completed, the localized version of the items in Zendesk will have the updated links and the same translations as before. 


How can I localize articles before translating them?
How can I swap regional specific content in my articles?

If you want to localize the content before it gets translated, follow this process:

  1. Make a copy of the relevant article or create a new article from scratch in your source language.
  2. Write the regional specific version of this article in your source language.
  3. Save this as a draft. (Zendesk will not show draft articles to your end users.)
  4. Find this article in your Smartling connector and request translation to the relevant target languages.
  5. When the translation is complete Smartling will deliver this back your help center and the translated version will be published, and the original source language version stays in draft.

You should review the help center in the target language to make sure that the default navigation scheme, search, and links work as expected after you have published the articles coming from these localized drafts.

If you just need to localize the content and you can provide this yourself:

  1. Using the Zendesk editor edit the language versions of this article with the localized content, then publish them.

An example.  You have an "About us" article that just lists a street address with no other copy.  Create the article, then edit the "translated" versions directly in ZD to save each language with the address you want to show for users who will be reading the article in the specific language/region.

If your article needs to be translated and also has some small bit of localized content that you can provide you can just provide these as "translations" in Smartling.

For example; you have an "About us" article that has a paragraph of copy that you want translated and includes a regional specific street address.

  1. Request translation of this article as normal.
  2. In the Smartling dashboard find the string(s) that correspond to the street address and provide the "translation" directly in Smartling.
  3. Allow the other strings to be translated by your translators.

How can I translate multiple brands?

You can translate multiple brands by setting up a separate Smartling Zendesk connector project for each brand.  Depending on the nature of the brands you can choose to share linguistic assets and resources or completely separate them. For more information about linguistic assets and strategies see Linguistic Asset Management.


Why don't I see the language I selected in Zendesk? Why does my article not contain translations of Dynamic Content that is included in it?

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.

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