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Using Dynamic Content with Macros on a multilingual helpdesk

  • September 26, 2013
  • 3 replies
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A

At Amilia we manage a bilingual helpdesk. We are slowly starting to grow into more languages, which asks for a stronger demand on how we manage client responses. With Zendesk, you can easily do this by using macros with dynamic content.

Define your language

The first thing to do is define all your languages. To do this, go to Settings > Account > Localization > Languages

 

Create Dynamic Content

Now go to Dynamic Content and start creating your different responses. Set your default language first, and then create as many variants as necessary for every additional language you offer. Be sure to save the placeholders, you will need them! 

Create Macros

Once you've created all your dynamic content, you can begin creating your macros. 

This is an example for a macro labeled "We apologize for the inconvenience"

For this, you have already created all the text under Dynamic Content, so all you have to do is enter the placeholder for Ticket:comment/description (for example, "{{dc.we_apologize_for_the_inconvenience}}")

Great, you're all set!

How does Zendesk know which language to apply?

At first I thought of going through each user and assigning the language one per one, but with 600+ pages to go through, it would have taken me days to get this done.

So I decided to do the next best thing - create views.

For all new tickets, I added a value for requester language. This allows me to view all Spanish, English, and French tickets in its respective buckets.

If there happened to be a customer in the wrong view (for example, if an English ticket landed in the French view), then I can easily load the client's profile and change the language. This resets the ticket and sends it to the correct view.

Now for a test run! Load up a ticket, select your macro from the macros list, and see some magic happen!

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    3 replies

    K

    Thank you for the tip!

    I have had the same thought of using dynamic content for the template-macros. I find there is one huge disadvantage with this method though: There is limited possibilities of reporting on the template macros. If I would like to know exactly how many times a certain template has been used in a certain language there would not be any way to find out as far as I know. You can only have a macro add a tag which would be the same for all languages then. But there is no way of having the macro add different tags depending on the language in which the dynamic content was used.

    So I would prefer to have a macro for each and every topic in each and every language instead.

    Or is there a  way of reporting on dynamic content that I might not have discovered yet? Does anybody have an idea of how to tackle that issue (other than my own of having a different macros for every topic / language).

    O
    • Omar24
    • February 24, 2015

    Hey, Katharina!

    Thanks for taking the time to comment. I'm happy to say that it's definitely possible to report on how many times a certain template has been used in a particular language.

    You'll want to go through the process of adding a tag to your macros that denote the macro being used. Now, because the Dynamic Content is based on the Requester's language, you can then build a native report with two conditions - one that's looking for the tag associated with the macro you'd like to report on, the other requiring that the ticket Requester be set to that of the language in question.

    Keep in mind that the ticket Requester's language is already being set, either manually or through automatic detection, if your Dynamic Content has been working properly up to this point.

    Hope this helps!

    K

    Hi Omar,
    thank you so much for answering. You're of course completely right. How simple and obvious. How could I not see that? You have definitely helped a lot!
    I have tags added to all template macros so I can track their usage. I just did not see that I can combine this with the requester language in a report.
    Now the only thing that I have not yet decided for myself is whether it is actually easier to create a macro with a specific tag for each template in each language or whether to do this with dynamic content. I feel the latter is actually more time consuming (first creating dynamic content for every template and add variants in every language and then creating a macro that adds the dynamic content in the comment and the tag for each template).
    But now I definitely know that I have both options to choose from :)
    Thanks!

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