The Settings are used to set Syncing and Translation options and the Auto Translate.
Help Center Manager Syncing
- You can set an Auto-start syncing on your Help Centers. When Auto-start syncing is enabled, the date and time of the last Sync for the currently displayed Help Center is checked, and if this was not run on the same day as a user's login, the Quick Sync is automatically run.
- You can also set a Daily Sync for any Help Centers which automatically syncs all the articles from Zendesk every day. Refer to Syncing the Zendesk Data to Help Center Manager.
Translation and Auto Translate Settings
- The Translate Glossary allows you to add translations for specific terms and to control any terms that should not be changed by the translation.
- The Translate Instructions are used 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.
- The Translation Notice is used to add a disclaimer to the 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 also to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
- When Auto Translate is 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 Translating Articles with Bulk Translate.
In this Article
Displaying the Settings
Auto-start Syncing for your Help Centers
Daily Sync
Translation Settings
Auto Translate
Keep the previous images in the translation
Auto-translate untranslated categories or sections
Save translations locally for review
Save translations as draft in Zendesk
Overwrite if a translation already exists
Add Labels to Translation
Reviewing the Translations
Displaying the Settings
From the options at the bottom of the left-hand side menu, select Settings.
The Help Centers Settings display.
Auto-start Syncing for your Help Centers
When Auto-start syncing is enabled, the articles and metadata are automatically synced from Zendesk the first time any user logins each day, when the Home page is displayed. It checks the date and time of the last Sync, and if this was not run on the same day as the login, the Quick Sync is automatically run.
When Auto-start syncing is enabled, it applies to all the Help Centers that have been connected in your Help Center Manager.
If applicable, the Sync is run when you display the Home page. This would usually be when you login, as the Home page displays initially. If a Help Center is selected, for example, when the Articles page is displayed, the Sync runs automatically when you display the Home page.
Daily Sync
You can set a Daily Sync for any of your Help Centers which automatically syncs all the articles from Zendesk every day. This is run automatically every day between 12am and 1am UTC.
Translation Settings
From the options at the bottom of the left-hand side menu, select Settings.
Click Translation.
Glossary, Translate Instructions and Translation Notice are used in the same way as the Translation Settings from the Bulk Translate. Refer to Translation Settings - Translate Glossary, Translate Instructions, Translation Notice.
The Glossary tab initially displays.
If you have already uploaded a Glossary file, this is displayed.
Auto Translate
When Auto Translate is 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.
- If you have more than one Help Center, select the one you want to set Auto Translate for from the drop-down list.
- Select one or more languages that you want to translate to. The drop-down shows the languages and the Zendesk Help Center Translation codes. You can only select languages that you have enabled in your Help Center that are different to the default language.
If you leave this without any specific selections, the Auto Translate will translate articles to all the languages you have enabled in Zendesk.
If you have added a new language to Zendesk, and this language is not showing as a selection, you need to run a Quick Sync to update it from Zendesk so it is available in Help Center Manager. Refer to Syncing the Zendesk Data to Help Center Manager.
- Select the options to apply for the Auto Translate. This are the same as in the Bulk Translate. Refer also to Translating Articles with Bulk Translate.
Keep the previous images in the translation
If a translation for the selected language already exists, Keep the previous images in the translation will keep the same images in the new translation as in the previous version. This is useful if you are using different images in the translation to those in the source article.
This setting is only for images and will not keep any videos that are different in the translation article. These are replaced with those from the source article.
Auto-translate untranslated categories or sections
You can translate the Categories and Sections if these do not already exist.
If the translation for the Category or Section exists, this will not be changed by the Auto Translate.
If the translation for the Category or Section in the Source article has changed, currently this will not be updated.
Save translations locally for review
This saves your article translations locally in Swifteq without pushing them to Zendesk. This allows the translation to be reviewed and corrected if needed before being saved to Zendesk. The article translations are marked as "Under Review" and are included in the Under Review view (refer to Under Review View).
After the review, you will need to save them to Zendesk separately and publish them from Zendesk.
If you select this option, the following two options are disabled.
Save translations as draft in Zendesk
Save translations as draft in Zendesk is initially checkmarked by default. This ensures that the translation is unpublished in Zendesk and saved as a "Draft" article so you can manually check and edit it before publishing.
Overwrite if a translation already exists
You can setup the Auto Translate to run with only Overwrite if a translation already exists selected.
- If the translation article exists it is overwritten and will keeps the same status. So, if the translation was Published, it is updated and left as Published. If the translation was Draft, it is updated and left as Draft.
- If the translation article does not exist, it will be created and will be automatically set as was Published.
- If you select both Overwrite if a translation already exists and Save translations as draft in Zendesk, the translation article will be unpublished so users will NOT have access to it until it has been republished from Zendesk.
- If the translation article exists, when Save translations as draft in Zendesk is selected you need to also checkmark Overwrite if a translation already exists to perform the translation.
Add Labels to Translation
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 entering the label, this will automatically replace any uppercase characters with lowercase, any spaces are replaced with an underscore (_) and any special characters are removed.
In the following example, the Label was entered as "Check Translations" and is replaced as "check_translations".
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.
The method for reviewing translations depends on how the options were set for the automatic translation either. Refer to Reviewing Automatic Translations.