Customizing your knowledge base for additional languages


In your knowledge base, you can customize the headings, links, and Submit Ticket form for your default language and any additional language you choose.

NOTE: The instructions below can only be completed from a browser or the desktop apps. They cannot be completed in the mobile app.

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

To get started, make your way to ⚙️AdministrationChannels Knowledge Base.

Scroll down to the Ticket Form box and toggle the switch to the on position (green) to activate the Submit Ticket link at the top of your knowledge base.

To customize the title and fields on your Submit Ticket form for a new language, scroll down the page to the Localization box.

To select a new default language for your knowledge base navigation links and Submit Ticket form, use the drop-down menu under Default Language to make your choice.

The field labels in your ticket submission form will automatically be translated to the new language.

To add another language, click the Language button to open a new view.

Click the green Add Languages button and choose an additional language for your knowledge base. Your visitors will be able to select the language they want to view on your site.

For each new language you add, you have the option to customize your field heading.

To opt-out of showing the form in one or more languages, Head down to the Ticket Form section and slide the toggle to the off position.

Customize your knowledge base for SEO in each language

Under Content Localization, you can add your own heading and subheading for each language view.

Your new headings will appear when a visitor selects the new language.

You can also add a meta description for each language to tell search engines what to display in the results pages. 

Any updates you make to the meta description in the primary language will automatically be updated in the main view of your knowledge base.

How to add articles in additional languages

Setting up your Knowledge Base in different languages allows you to select those languages when creating categories and articles.

Articles will not automatically be translated into different languages. You will need to create new articles and categories in each language you add.

Here’s how to set an existing category in a different language:

Log in to your account and click the Knowledge Base (book) icon in the upper icon menu. Then click the Categories button at the top of the page.

Then click the plus sign (+) under Languages and in the drop-down menu and choose from among the languages you’ve added to your knowledge base.

In the form that appears, fill in the translation for your category’s name, URL slug and description. Choose a Parent Category if applicable.

Here’s how to set the language for a new article:

When first creating a new article or translation in an additional language, select the Document tab in the knowledge base editor and use the drop-down menu to select a language.

This assigns a new version of the article to that language.

Before publishing your new article, click Categories in the Document tab to make a selection.

If you do not already have a category in your additional language, create one by clicking the +Add Category button at the bottom of the form.

Name your category and add a description. Then click the Save button to save your new category

Now, visitors will be able to choose a language at the top of your knowledge base and quickly find articles in that language.

If you have other questions, don’t hesitate to reach out to our support team or schedule a call.

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