Note:

1. Before changing the default language, ensure that the help articles are already translated in the new default language. For example, if the default language is changed to French, the help articles must be translated in French before updating the language. If the articles are not translated, they will not be displayed in the knowledge base.
   
2. If the default language is updated, deleted, or disabled, the article translations that are in progress will be removed from the translation queue.
   
3. The default language will be displayed with a crown icon () for easy identification.
   

Note:

1. Zoho Desk will not display the Help Center based on the customer's browser language setting.
   
2. For multi-brand setups, multilingual support must be enabled for each brand. Also, default and additional languages must be configured.
   

1. Navigate to Setup > Channels > Help Center.
   
2. Select the help center.
   
3. Select Languages and toggle the MultiLingual option.
   
4. Click Add Additional Languages.
   
5. Add the required languages and click Save.
   

Types of translation

1. Manual – The articles must be translated and uploaded to the Knowledge Base module.
   
2. Automatic – The articles will be automatically translated by the selected translation engine.
   There are three translation engines available: Google Translate, Unbabel, and Zia.

Setting up manual translation

Note: If an article is not published in a specific language, it will not be available in the language version of the help center. Also, if the category (or any section) is not translated, but the article is published, the category will be displayed in the default language.

1. Navigate to Setup > Channels > Help Center.
   
2. Select the help center.
   
3. Select Languages and select the Translation Type as Manual.
   
   

Translating a category manually

1. Navigate to Knowledge Base > Manage KB > Organize Categories.
   
2. Hover on the category and click the Edit icon.
   
3. On the Edit Category page, select the required languages and enter the translated name and description for the category.
   
4. Click Save.
   

Translating a section manually

1. Navigate to Knowledge Base > Manage KB > Organize Categories.
   
2. Select a category, click the More icon and click Edit.
   
3. On the Edit Section page, select the required languages and enter the translated name and description for the section.
   
4. Click Save.
   

Translating an article manually

Note:

1. Translation for an individual article can be started or stopped at any time. The required languages to which it should be translated can also be selected while the translation is ongoing.
   
2. All the articles for which the translation is in progress can be filtered and stopped at once.
   

Adding a translated version of an existing article

1. Navigate to the Knowledge Base module.
   
2. On the Article List page, click the Language icon () in the top-right corner of the page.
   
3. Select the required language.
   
4. Enter the translated content along with the meta title, description, and tags.
   
5. Click Publish.
   

Article statuses in Zoho Desk

The following are the different statuses available in Zoho Desk.

Setting up auto-translation

1. Google Translate
   
2. Unbabel
   
3. Zia
   

Note:

Auto-translation will be applied to the article title, content, tags, SEO Title, Meta Description, and Meta Keywords. The categories, sections, and sub-sections of your Knowledge Base need to be manually translated.

1. Navigate to Setup > Channels > Help Center.
   
2. Select the help center.
   
3. Select Languages and select the Translation Type as Automatic.
   
4. Select any one of the three translation extensions.
   
5. Provide the corresponding apikey if Google Translate or Unbabel is selected.
   
6. Click the Language icon ().
   
7. Select the languages to auto-translate the articles.
   
8. Click Save.
   

Note:

1. Among the additional languages mentioned in the multilingual support, only the languages supported by the selected translation extension will be displayed here.
   
2. Languages supported by Zia:
   
   1. de – German
      
   2. ru – Russian
      
   3. sv – Swedish
      
   4. pt – Portuguese
      
   5. it – Italian
      
   6. fr – French
      
   7. hu – Hungarian
      
   8. zh – Chinese
      
   9. es – Spanish
      
   10. cs – Czech
       
   11. ar – Arabic
       
   12. ja – Japanese
       
   13. pl – Polish
       
   14. ro – Romanian
       
   15. nl – Dutch

1. Navigate to the Knowledge Base module and click the Add Article button.
   
2. Enter the article title, content, tags, and SEO details.
   
3. Select Publish and translate from the drop-down.
   
4. Click the languages drop-down to know the status of the auto-translation.
   
5. Click the particular language that shows Updated to view the translated draft article.
   
6. Select Publish.
   
7. Click History of the respective language's article to refer to its auto-translation logs.
   

Restarting translation

If the translation fails for any language, the status is displayed as Auto-translation failed. The translation can be restarted at any time.

1. In the article, click the languages drop-down to know the status of the auto-translation.
   
2. Click the status of the failed translation language.
   
3. Select Restart Translation.
   
4. When auto-translation of an article is in progress, another translation cannot be requested for the same article. However, the master article can still be updated and published without being translated.
   

Marking articles outdated

Note: This is not applicable for articles having languages with only auto-translation.

1. Navigate to the Knowledge Base module.
   
2. Edit the article and make the required changes.
   
3. Select Publish and translate or Publish from the drop-down at the top.
   
4. Select Mark as outdated in the confirmation box.
   

1. Open the outdated version of the article.
   
2. Click Edit and make the required changes.
   
3. Click Mark as up-to-date on the right panel.
   
4. Click Publish to publish the version.
   

1. Navigate to the Knowledge Base module.
   
2. In the list view, click Outdated of an article.
   
3. Select the languages to mark as up-to-date.
   
4. Click Mark up to date.
   

Viewing article status by language

The translated versions of articles can be saved as a draft, set with an expiry, or marked as outdated. With so many statuses to update and monitor, it is essential to organize articles by their language. View the publishing status of articles like outdated, expired, drafts, etc. for a specific language. Select the required language from the language selector drop-down menu and view the entire knowledge base in the chosen language.