At Swifteq, we recently introduced several valuable updates to our Zendesk applications, enhancing functionality and user experience.
Here are the new features:
- Translation coverage for each language in Help Center Manager & Translate.
- Automatic help center sync on login.
- Translation notice: customizable disclaimer text to each article translated with AI.
- Set known languages for individual agents in the Translate Conversations app.
New Feature 1: Translation converage for each language in the Help Center Tools
One of the key updates focuses on our Help Center tools and is now available on the homepage of Help Center Manager and Help Center Translate.
Previously, we displayed only the total number of articles not translated across all supported languages. Now, we have introduced a more detailed view that breaks down this information by language.
With this enhancement, you can:
✔ View the exact number of translated articles for each supported language.
✔ Monitor your translation ratio to assess the completeness of your multilingual content.
✔ Identify gaps and prioritize translations to ensure comprehensive coverage for your audience.
By providing this granular insight, we aim to help you better understand your translation progress and make more informed decisions about localization efforts.
Whether you are expanding into new markets or optimizing existing translations, this update gives you the clarity you need to manage your Help Center more effectively.
New Feature 2: Automatic Help Center Sync on Login
We improved the “Settings” window, designed to make managing your Help Center even more seamless.
One of the key additions in this update is the ability to automatically sync Help Centers from Zendesk whenever you log in.
How it works:
- Each time you log in, the system checks whether a sync has already been performed that day.
- If no sync has been completed, it will automatically sync your Help Center articles and metadata, including any new content or updates from Zendesk.
- This ensures your Help Center data stays up to date without any manual effort.
How to Enable Automatic Sync:
- Open the Settings window.
- Toggle on Automatic Sync.
- Reload the page—your sync will begin automatically.
With this update, keeping your Help Center content current is easier than ever. No more manual syncs—just log in and let the system handle it for you!
Try it out today and enjoy a more efficient way to manage your Zendesk Help Center!
New Feature 3: Translation notice – a customizable disclaimer text to each article translated with AI
The new “Translation Notice” is a feature that allows you to automatically add a disclaimer to translated articles. This notice informs readers that:
“This article was translated using AI and may contain inaccuracies.”
Additionally, you can include a link directing readers to the original version for reference.
Why this feature matters
If your translation workflow doesn’t involve manual verification by native speakers—whether due to cost, time, or large number of supported languages—this notice helps set the right expectations for your audience.
It ensures transparency while enabling you to automate more of your translation process with confidence.
How it works
- You can customize the disclaimer text in the HTML case and insert it directly into your translated articles.
- Choose whether to display the notice at the beginning or the end of each article.
- Once enabled, the notice is added automatically to all translated articles—no need for manual edits.
Example in action
Let’s say you just translated an article. When you open it and scroll down, you’ll see the notice has been automatically inserted at the chosen location—either at the top or bottom of the article.
This feature makes it easy to maintain clarity and transparency for your readers while streamlining your translation workflow.
New Feature 4: Set Known Languages for Individual Agents
We just introduced a highly requested update to the Translate Conversations app, which enables real-time translation of Zendesk tickets.
This new feature allows you to set known languages for individual agents, ensuring translations only happen when needed.
Why this matters
Many agents speak multiple languages beyond the default Zendesk language.
Previously, all inbound messages were translated, even when an agent already understood the customer’s language—leading to unnecessary translations and cluttered internal comments.
With this update, admins can now specify which languages each agent understands, making communication more efficient.
How it works
- Assign known languages to each agent in the Translate Conversations settings.
- When an agent receives a message in a language they understand, inbound messages won’t be translated, keeping conversations clean and natural.
- Agents can still choose to translate outbound messages when needed—for example, replying in English but sending a translated response to the customer.
Example in action
Let’s say I speak Romanian. If a customer sends me a message in Romanian, I don’t need a translation—I can read it naturally. With this update, the system won’t translate inbound messages, keeping my ticket workspace cleaner.
However, if I need to respond in English and ensure the customer receives the message in Romanian, I can still translate outbound messages with a single click.
Key benefits
✔ Reduces unnecessary translations, minimizing internal comments.
✔ Enhances efficiency by allowing agents to work in languages they already know.
✔ Provides flexibility, letting agents control when translations are needed.
This update makes communication smoother, ensuring agents only receive translations when necessary while keeping the option to translate outbound messages when needed. Try it to improve your team’s workflow!
We are committed to continuously improving our tools to support your global content strategy. Stay tuned for more updates!
Written by Sorin Alupoaie
Sorin Alupoaie is the founder of Swifteq, an experienced software technologist and entrepreneur, he loves shipping products that solve painful customer problems. Sorin strongly believes that any Customer Service interaction represents a huge opportunity for a business to listen and improve how they deliver value to customers.
