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.