The Translate function allows you to translate your exiting help center articles to any language that has been enabled in your Help Center. The Swifteq Translate function uses OpenAI's ChatGPT.
Bulk Translate, Auto Translate and Translating Individual Articles
- You can use the Bulk Translate function to translate one or more selected articles from the Articles page. This allows you to translate articles to multiple languages in one go.
When using Bulk Translate, you can select to save the article translations as "Draft" in Zendesk or to save them as "Under Review" so that you check and review the translations and make any changes needed before publishing them.
You can also translate the Categories and Sections from the Bulk Translate if these do not already exist. This is important as a translated article will never show if the translations aren’t present for the Category and Section, even when the article is published.
Refer to Translating Articles with Bulk Translate.
- In Settings, you can set up the Auto Translate. When enabled for a Help Center, this automatically translates articles when a Sync is performed. New articles or articles in the default language where the content has changed since the last Sync from Zendesk are automatically translated. You can set the same options for the Auto Translate as those used in the Bulk Translate. Refer to Help Center Manager Settings for Syncing, Translation and Auto Translate.
- You can also translate all or part of a specific article from the Article View. This can also be used to display the existing translations for an article. Refer to Translating All or Part of an Individual Article.
Glossary, Translate Instructions and Translation Notice
- From the Translate Settings, you can set up a Glossary that is used for the translations. This allows you to control the translations for specific terms and phrases to maintain a specific brand voice or ensure that terms are consistent.
You can make changes to the Translate Instructions to change the ChatGPT prompts if you are familiar with ChatGPT prompts code.
You can also add a Translation Notice which adds a disclaimer to articles translated with AI.
Refer to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
Identifying Articles that have been Translated or Not Yet Translated
- Where the article in the default language has been updated, this is indicated in the Articles page. From the Article View you can easily determine which translations need to be updated and Translations can be re-translated from the Article View. The Article View also shows any languages where the translation is missing.
Refer to Identifying Articles that have Outdated Translations in Articles Page
and to Displaying the Article Translations and Missing Translations in Article View.
- In the Bulk Translate and Auto Translate, you can add a Zendesk Label to the articles that have been translated so the translations can be easily identified and checked.
- In the Articles page, you can use the Not Translated to Filter (and select an enabled Language) to display articles that do not yet have that translation. You can also set up a Saved Filter to check these. Refer to Using the Filters in Articles, Links and Media.
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In the Articles page, the Recently Translated filter displays articles that have been translated in the last seven days.
For articles translated with the Auto Translate (refer to Help Center Manager Settings for Syncing, Translation and Auto Translate) this is updated whenever the articles are Synced. When articles are translated with Bulk Translate or from the Article View, the articles are included straight away. You can also display these articles by clicking Recently Translated on the left-hand menu.
In this Article
Article Translations as Draft or Under Review
Reviewing the Translations
Translate Settings - Glossary, Translate Instructions and Translation Notice
Content Blocks
Pricing Plan
Article Translations as Draft or Under Review
When using Bulk Translate from the Articles page, translated articles can be created as "Draft" articles in Zendesk, so you can manually edit them and check the translation before publishing the translated articles from Zendesk,
When using Translate with the Bulk Translate and for individual articles from the Article View, the translations can be Saved locally for Review. This creates the translation articles which are marked as Under Review in Help Center Manager. You can then check and edit the translations using the Editor in Help Center Manager and then use Save to Zendesk which pushes any changes to Zendesk but keeps the existing status of the articles as either "Published" or "Draft".
Reviewing the Translations
The automatic translations may not be 100% accurate and you should always check the articles as the translation may require some manual editing.
When using Bulk Translate and Auto Translate
- When using Bulk Translate and Auto Translate, if you select Save translations as draft in Zendesk, the article translations are unpublished so you can check them before publishing. If a translation for the article already exists, it will be unpublished so users will not have access to it.
- You can alternatively select to Save the translations locally for review so they can be reviewed before publishing. This sets the translation(s) as Under review.
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When running the translate for anything except Save translations locally for review, you can add one or more Labels to the translations. This adds the Label(s) you enter both to the article in the Source language that is being translated and to the article(s) that have been translated.
You can filter the articles by the Labels in Help Center Manager or in Zendesk so the translations can be easily identified and checked. The Labels need to be removed in Zendesk.
When Translating an individual article from the Article View
- When translating an individual article from the Article View, you can select Save for Review to set the translation as Under review.
Translate Settings - Glossary, Translate Instructions and Translation Notice
From the Translate Settings, you can set up a Glossary that is used for the translations. This allows you to control the translations for specific terms and phrases to maintain a specific brand voice or ensure that terms are consistent. The Glossary is saved and kept for all the future translations and it is used in both the Translate function from the Articles page for one or more article and when translating an individual article from the Article View.
You can use the Translate Instructions to change the ChatGPT prompts if you are familiar with ChatGPT prompts code. This allows you to fine-tune the translation of your articles by customizing the ChatGPT prompts to better align the translation with your brand's language and jargon.
You can also add a Translation Notice which adds a disclaimer to articles translated with AI. This text is translated along with your article and inserted at either the beginning or the end of the translated version. You can use HTML to format the text.
Refer to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
Content Blocks
If this happens, you need to re-enable the Content Block in the translated article and re-publish that article from Zendesk.
The original article will not be changed and it will keep its Content Blocks.
Pricing Plan
Translate is available with a separate pricing plan. New customers can add Translate as an add-on when subscribing to Help Center Manager. Existing customers can contact us directly by emailing support@swifteq.com to add Translate to their bill.
To enable additional languages in your Zendesk Help Center requires Guide Professional or Enterprise as the subscription. The Translate functions in Help Center Manager are therefore only available if you have one of these subscriptions, and if you have more than one language enabled.