Localization for Help Center / Support Site

[Brandon D_]

We are currently evaluating the new CSM offering and I'm struggling to understand exactly how localization (translations) work with things such as ticket forms, help center articles, automated email notifications, etc.

In other support tools, such as Zendesk, you can enable a language toggle at the top of your public help center and internally create translations for a completely customized experience per market. 

How do we achieve this in Customer Service Management?

[Andrea Tagliabue]

hi  @Brandon D_ 

welcome to community

In Customer ServiceManagement, localization works differently than in tools like Zendesk.

• Ticket forms: no native translations; you can create separate forms or use custom fields per language.
• Help Center / KB articles: Confluence articles can be in different languages, but there’s no automatic language toggle—workarounds include separate spaces or labels per language.
• Email notifications: can be customized per customer language using automation rules and smart values.
• UI: standard portal text can be translated via Jira’s supported languages, but custom content must be managed manually or with Marketplace apps.

Overall, fully localized experiences require combining separate forms, KB articles, and automation rules for each language.

My suggestion for the KB is to use the global translator agent, and duplicate each article or the sent mail in the required language. As a first page, you should show a list of the same procedure in different languages, so users can quickly select their preferred language before accessing the content.

[CAN RIFAT SISA]

Hello. Is this still the case? For localization is there anywhere we can look for guidance?

[Kris Klima _K15t_]

Hi @CAN RIFAT SISA 

What exactly is your use case for using localization?

Is it documentation (based in Confluence) or JSM/CSM?

How do you create your localized content? 

[CAN RIFAT SISA]

Hey. 

We are trying to figure out how to use Jira CSM to its fullest to be able to support our customers accordingly. First of all we have issues with documents in Confluence. It will be a problem for us in the future if we will need to keep different customer experiences for different languages. 

Secondly as far as we know forms would need to be redone for this purpose as well in a different customer experience.

In the website strangely when we changed the language of a customer, the page that showed the tickets also changed language automatically but in some instances with AI handoff we couldn't change the message to follow the conversation language (or customer language)

In customer portal in Home page, for the Callout banners etc. we feel like we also couln't manage multi language support. 

We are open to discuss any ideas/solutions to manage these issues. Would be grateful if we could get some guidance on this. Happy to meet and discuss these issues in a meeting as well.

[Kris Klima _K15t_]

@CAN RIFAT SISA 

When it comes to creating and managing multilingual content in Confluence, you can sort it with our Scroll Content Manager

Disclaimer: I work for the app maker (K15t) but I actually deployed and used this localization solution as a customer prior to joining.

You still work with a single 'source language' Confluence page. The app then creates localized pendants which would work with manual transltions as well as with pro-level localization processes that utilize XLIFF files (the app creates the diff of changes between the orginal and translations, exports XLIFFs, you get them translated and import everything back).

As for this integration with Jira CSM, let get someone from the team to provide more details.