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Zendesk

Note

Transifex's Zendesk integration is only available on the Growth plan and up.

Transifex Sync is a Zendesk app that synchronizes your Help Center content and finished translations between Zendesk and Transifex. This guide will walk you through the process of installing and using Transifex Sync:

  • Setting up a project in Transifex
  • Installing Transifex Sync
  • Configuring your Zendesk Help Center to support multiple languages
  • Sending content to Transifex
  • Translating content
  • Getting translations
  • Translate updated content
  • Refresh button

Heads up!

To use Transifex Sync, you’ll need to be on Zendesk’s Professional or Enterprise plan, as only those plans support multilingual content.

Setting up a project in Transifex

Before you can translate your Zendesk Help Center, you'll first need a project in Transifex for storing your Zendesk content and translations. To create a project, head to your Transifex Dashboard and click Create new project. Then follow the steps on the page to create your project.

When creating the project, be sure to:

  1. Choose File-based Project when picking a project type.
  2. Select source and target langauges that are supported by Zendesk.

Installing Transifex Sync

Once you’ve set up your project, you can install Transifex Sync from the Zendesk App Marketplace:

  • Head to your Zendesk agent (the URL should look something like this: https://yourcompany.zendesk.com/agent/).

  • Click on the Gear icon in the left menu to go to the Admin area.

  • Under APPS, click on Marketplace.

  • In the search box, type Transifex.

  • Click on the Transifex app icon.

    zendesk-sync-8.png#asset:1821

  • Click Install app.

  • Enter your Transifex username and password (alternatively, you can use api as your username and your API token as the password). Then enter the URL for Transifex project you created earlier. When adding your project URL, be sure to include the https://. The URL should look something like https://www.transifex.com/company/zendesk-help-center/.

  • Hit Install to finish the installation process.

Configuring your Zendesk Help Center to support multiple languages

By default, your Zendesk Help Center only supports one language. You have to configure it to support additional languages. There are two places you have to do this: the Support Agent, and the Help Center.

Support Agent

  • From your Zendesk Agent, click on the Gear icon to go back to the Admin area.

  • Under SETTINGS, select Account, then click on the Localization tab.

  • Set your default language from the dropdown. This should be the same as the source language you set for your project in Transifex.

  • Click Additional languages and select the languages you want to offer your Help Center in. They should match the target languages you chose when you created your project earlier.

    zendesk-sync-1.png#asset:1822

  • Click Save tab.

Help Center

Next, we’ll repeat the same setup inside the Help Center:

  • From the top menu bar of the Agent, click on the windows/grid icon on the right. Then click on Help Center.

  • In the top menu bar of the Help Center, click on General > Help Center settings.

  • At the bottom of the page, in the Languages section, select the same set of languages as before.

    zendesk-sync-2.png#asset:1834

  • Hit Update at the top of the page to save your settings.

Sending content to Transifex

Now that you’ve set up a project and enabled multilingual support in your Help Center, you’re ready to start using Transifex Sync!

Navigate back to your Zendesk Agent and click the Tx icon in the sidebar to enter Transifex Sync. There, you’ll see content from your articles, sections, categories, and dynamic content separated into individual tabs.

tranisfex-sync.png#asset:1835

Ensure translated articles are viewable

For any translated article to be viewable in your Help Center, the name of the section and category it belongs to must be translated as well. You can learn more about this requirement in this Zendesk article.

To send content to Transifex for translation:

  • Click on the tab corresponding to the type of content you want to translate. (For simplicity’s sake, we’ll only mention articles going forward. However, the process is the same for sections, categories, and dynamic content.)

  • Use the checkboxes to select the articles you want to send to Transifex.

  • Click the Send content button.

    zendesk-send-content.png#asset:1836

Each article you upload will be added to Transifex as an individual HTML file (resource). You can quickly jump right to that article in Transifex by clicking on the Resource link in the Transifex Sync app.

Translating content

Once your content is inside Transifex, you have a number of translation options:

Getting translations into Zendesk

When translations for an article are finished, you’ll need to get them into Zendesk from Transifex in order to use them. The steps for doing so are similar to those you took to send content to Transifex

  • In Transifex Sync, select the articles you want to get translations for.

  • Click the Get Translations button.

    zendesk-send-content.png#asset:1836

This saves translations from Transifex to Zendesk.

Note

You can get translations for an article as soon as it’s 100% translated in a language. The Completed Translations column in Transifex Sync shows you which languages are 100% translated for a resource.

The next time a user visits your Help Center, they’ll see a language switcher in the navigation menu.

zendesk-sync-7.png#asset:1837

Translate updated content

Whenever you update an article, you can follow the same steps as before to translate the changed content. The only difference is that when you click the “Send content” button, the existing HTML file in Transifex will be updated. New content is added to the file. Deleted content is removed. And unchanged content, along with their translations, will be preserved. You only have to translate the new content. More information about how Transifex handles file updates can be found here.

Refresh button

If you have new Help Center content, but you’re not seeing it in Transifex Sync, click the Refresh link at the top right. This triggers a check in Zendesk and Transifex for new content.