Languages

Localization

Deskpro has support for many international languages.

At Setup > Languages you can see:

  • the default language of your helpdesk
  • installed languages
  • other installable languages

../_images/language-settings.png

The level of translation support varies, as indicated by the blue labels on the right: most language packs currently have translations for user text (portal and emails) only. Some additionally translate the agent interface (and agent notification emails).

DeskPRO records the language of both tickets and users.

The language of a ticket is determined based on text character set. Users can pick their preferred language (from those you have installed) when they are logged in to the web portal, using the language selection control at the upper right.

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Agents can change a user’s language from within the agent interface, using the Properties section of the user record.

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Changing a user’s language will change the language in which they view the web portal, as well as the language of their notification emails. When a user’s language changes, their tickets are switched to that language.

If the language for a ticket/user cannot be determined (e.g. the user has not yet logged in), the helpdesk default will be used.

Installing new languages

Installing a supported language is easy. Just go to the Other Installable Languages section, click on the language you want to install, then click Install Language.

After you’ve installed the language, you can click on it to view its settings.

../_images/lang-settings.png

If you want to make sure you support as many languages as possible, install every language pack, then click Settings & Tools at the bottom of the page and select Automatically install new languages.

You can select which flag to display for each language. This is useful if the language you’ve installed is used in multiple countries, but your customers who speak that language will mainly come from a particular country.

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Crowdsourced translation

If the language you want is not available, or doesn’t support all the interfaces you require, you can contribute a translation via our crowdsourcing system at http://languages.deskpro.com. You can use this system to fix any translation errors you find, so they will be corrected in future Deskpro updates, or when you update your pack.

You will need to create an account or log in via Facebook to contribute.

Once you have contributed, or would like to check to see if other contributions have been made to a language pack that you have installed, then you can easily and quickly update your language pack. Go to Settings & Tools at the bottom of Languages, here you will be able to download any updates made to your installed language packs by pressing 'Download latest language'. You are able to update all packs at once, or specify a language that you want to update: image.png

If you have other translation requirements, please contact us at support@deskpro.com.

Translating names of custom values

For a full translation, you will need to provide the translated terms for any custom values you have entered:

  • Department names (ticket & chat)
  • Products
  • Ticket priorities
  • Feedback statuses
  • Feedback types
  • Knowledgebase categories
  • Ticket fields
  • Person (user) fields

For example, if you have enabled French, Deskpro won’t know the correct French name for your ‘Returns’ department, so you have to enter it.

  1. Click on your newly-installed language to view detailed settings.
  2. Click the Edit Phrases button, and on the following page, click on the first entry under Resources.
  3. In each Resources section, click on each item in the Translated column, and enter a translation into the new language, then click Saveimage0
  4. Repeat until you have translated all your custom values.

Editing user interface phrases

Almost all of Deskpro’s interface text (including text used in notification emails) is stored as phrases which are editable through Setup > Languages. This applies even if you only have one language installed.

You can enter a custom version of any phrase to change the user-facing text. You can use this to fix translation problems, or to rewrite user-facing text in your organization’s style.

To change a phrase in any of our language packs:

  1. Select the relevant language and click Edit Phrases.
  2. Find the phrase you want to change in User Interface Phrases.
  3. Enter a new version of the phrase in the Custom column.
  4. Make sure you scroll down and click Save.

The template system, used to define the portal and notification emails, determines where each phrase is shown.

For example, look at Tickets > Email Templates. In all the templates, the body of the email begins:

{{ phrase('user.emails.greeting') }}

This tells Deskpro to insert the user.emails.greeting phrase automatically at the beginning of every email.

If you wanted to change how you greet your users, you could enter a custom version of user.emails.greeting:

../_images/custom-phrases.png

See the chapter on Editing Templates for more information.

Translating portal Welcome section

You can provide localized versions of the gray Welcome area text on your portal using the Twig template language.

For example:

{% if app.user.language.sys_name == 'default' %} default language
{% elseif app.user.language.sys_name == 'swedish' %} swedish content
{% elseif app.user.language.sys_name == 'german' %} german content
{%endif%}

Translating a custom phrase

Custom phrases are used when you need to include text in your email or portal templates that isn’t already available in the existing phrases.

You can create a custom phrase by going to Setup > Languages, selecting a language, clicking Edit Phrases and then clicking All Custom Phrases.

../_images/custom-phrase-ex1.png

To translate a custom phrase, you don’t use the Translation section.

Instead, simply create a phrase with the same name for each installed language.

For example, if your helpdesk uses English and French, and you create a custom.winner phrase in English, you should then create a phrase named custom.winner in French too - with the text of the phrase being the French equivalent of the English.

You can then reference custom.winner in any template, and it will be automatically displayed in the correct language for each person.

Warning

Make sure you use exactly the same name for each custom phrase in each language you have installed.

Changing default language

Simply select an installed language from the Default Language pulldown to change the default language.

From Settings & Tools, you can apply mass updates to tickets or users. This is useful if you want to apply a new language to users who have not explicitly picked a language.

For example, suppose you know that most of your users speak Russian and you have been evaluating Deskpro with only English installed, during which time many users have registered.

Once you install Russian, instead of changing users one by one, you could just update all ‘no language’ users to Russian:

../_images/lang-massup.png

Any users who haven’t explicitly selected English as their language now have their language set to Russian.

Agent interface language setting

If a language has agent support, agents can select which language they wish to use from their Preferences in the agent interface.

You can’t change an agent’s language from the admin interface, except by logging in as the agent.

Published: 08/01/2019

Last updated: 08/01/2019