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To translate public help center articles, enable the target locale in your help center, translate the navigation structure and article content, review the locale-specific page, and publish it. Then set up a process to translate new articles and keep existing translations in step with source edits. Enabling a language alone does not translate article text, and the steps for creating translations vary by platform.
Before you start: decide what “translated” needs to cover
A translated article is useful only if readers can find it and its instructions still make sense in their language. Plan for the article body and title, its place in the help center, and the way visitors reach the appropriate language. Also decide who will review translations and how your team will update them when the source article changes.
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- Choose locales deliberately. Select the languages and regional variants you intend to support, rather than treating a language label as a universal fit for every audience.
- Inventory the content hierarchy. Identify the articles to translate and the collections, categories, and sections that organize them.
- Choose a translation and review method. A translation may be prepared outside the help center or generated with a platform feature where available. For important instructions, warnings, product names, or regulated material, arrange fluent review before publication.
- Plan for incomplete coverage. Decide what a reader should see when the requested locale has no translation for a particular article.
- Assign ongoing ownership. Establish who handles new translations and checks them after changes to the original.
How to translate public help center articles
1. Choose and enable the languages
Pick the locales your readers need, including regional variants when they matter to terminology or instructions. Enable them in the help center’s language settings. Do not assume this setting also enables the same languages in another part of the support platform: Zendesk says its Help Center language settings are independent of the languages enabled in Support. Intercom’s multilingual Help Center setup requires workspace-admin access and, according to its guide published August 21, 2026, an Advanced plan or higher; plan requirements can change. See Zendesk’s multiple-language configuration guide and Intercom’s Help Center language guide.
Before translating, make a list of the locales you enabled and the articles that need to be available in each one. This gives your team a way to spot a locale that is configured but has no translated content.
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2. Translate the navigation hierarchy
Translate the organizational pages readers use to browse articles, not just the article itself. Depending on the platform, that may mean collections, categories, and sections. In Zendesk, create translated category pages first, then section pages, then articles. A translated article without its matching translated parent hierarchy may be published but not viewable to customers in the Help Center. Intercom also supports translated collections and sections as well as public articles, with the structure applied across languages. Zendesk describes these dependencies in its guide to localizing Help Center content; Intercom explains its structure in its multiple-language guide.
As you translate the hierarchy, check that category and section names still describe the content beneath them. A complete article translation can remain effectively hidden if its translated parent page is missing or misleading.
3. Choose how the article text will be translated
You can prepare text outside the help center and enter the finished translation, or use a native translation feature when your platform offers one and it is available to your account. Zendesk documents an optional AI article-translation feature for configured multilingual Help Centers. Its availability depends on configuration; consult Zendesk’s instructions for turning AI article translations on or off.
Do not infer that articles have been translated just because multiple languages are enabled. Intercom explicitly states that public articles are not automatically translated; the team must supply translations. Its public-article translation guidance describes adding them.
For any method, give translators enough context to preserve the intended meaning: the article’s audience, product terminology, relevant links, and whether a sentence is a warning or an instruction. Have a fluent reviewer check high-impact content before it goes live. If review has not happened, do not describe machine-generated text as reviewed.
4. Create the locale-specific article version
For each article in scope, add its translated title and body in the appropriate locale using the platform’s article-translation workflow. Keep the translated article associated with its source and the matching translated navigation pages. Zendesk’s documentation covers translated article creation and management, including external translation workflows, in Creating and managing translated content for your knowledge base.
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Translate supporting short text where it appears in the visitor experience, such as welcome messages or alerts. Zendesk distinguishes translated Help Center content from dynamic content used for smaller text snippets; both can affect whether the experience feels coherent in the selected locale. Its localization guide covers these content types.
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Preview the page in the target locale before publishing. Review more than sentence-level accuracy: verify links, formatting, images, embedded content, product names, and calls to action. Confirm that the translated article appears under the intended translated category or section. Keep the translation as a draft while it is being reviewed, then publish it after approval.
- Check that the title accurately signals the article’s purpose.
- Follow each instruction in sequence and confirm that warnings retain their intended meaning.
- Open links and inspect embedded material in the locale-specific version.
- Confirm the translated article can be reached from its translated collection, category, or section.
- Check that the published language selection and page URL correspond to the locale you reviewed.
6. Test how readers reach translated and untranslated pages
Test both the Help Center home page and direct links to individual articles. Zendesk says the displayed language can be determined by the current page URL, active session, user profile, and browser preference; if there is no match, the Help Center default is used. When an article is not translated, Zendesk suggests redirecting it to an existing language or adding default-language content on the locale page. Decide which behavior fits your help center and test it using the language switcher as well as direct article URLs. The settings and fallback behavior are described in Zendesk’s multiple-language configuration guide.
Intercom says visitors can see matching published articles based on their browser language and can switch languages. Test those routes on published content; a translated draft is not enough to confirm the visitor experience. See Intercom’s language-support guide.
7. Keep translations current
Assign an owner and define what happens when a source article is added or materially changed. Revisit translated instructions after edits to the original: a once-accurate translation can become misleading if the source procedure changes. For recurring or large-scale work, Zendesk documents using its Help Center API to download updated articles for handoff to a localization vendor and manage translations. Details are in the Zendesk Help Center API guide to managing article translations.
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The platforms share the need to supply locale-specific content, but their documented translation options and setup qualifications differ. This is a comparison of the behaviors described in their cited documentation, not a translation-quality or price comparison.
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| Area | Zendesk | Intercom |
|---|---|---|
| Language setup | Configure Help Center languages separately from languages enabled in Support. Zendesk configuration guide | Multiple-language Help Center setup requires workspace-admin access and, per the August 21, 2026 guide, Advanced or higher. Intercom language guide |
| Translated structure | Translate categories and sections as well as articles; translated articles need corresponding translated parents to be viewable. Zendesk localization guide | Supports translated collections, sections, and public articles. Intercom language guide |
| Article translation | Optional AI article translation is documented for configured multilingual Help Centers; configuration and availability apply. Zendesk AI translation guide | Public articles are not automatically translated; the team supplies the translations. Intercom public-article guidance |
| Language selection and gaps | Language can depend on URL, session, user profile, and browser preference; the Help Center default is used when there is no match. Zendesk documents redirecting untranslated articles or adding default-language content on the locale page. Zendesk configuration guide | Visitors can see matching published articles based on browser language and switch languages. Intercom language guide |
| Translation handoff | The Help Center API can support downloading updated articles for localization-vendor handoff and managing translations. Zendesk API guide | The cited public-article guidance describes adding translations; it does not establish an equivalent API handoff workflow. Intercom public-article guidance |
Common mistakes that make translated help hard to use
- Enabling a locale and assuming the work is done. Language configuration does not create translated article text.
- Translating articles but not navigation. On Zendesk, missing translated parent pages can prevent customers from viewing translated articles in the Help Center.
- Relying on automatic translation without checking availability. Zendesk documents an optional AI feature; Intercom says public articles are not automatically translated.
- Checking only the home page. Direct links, locale-specific URLs, browser-language behavior, and missing-translation handling also need testing.
- Publishing without reviewing the rendered page. Translation quality alone does not catch broken links, formatting problems, missing images, or a call to action that no longer fits.
- Leaving translations out of the editing workflow. Changes to source instructions need a corresponding review of translated versions.
Frequently asked questions
Frequently Asked Questions
Does enabling multiple languages automatically translate public help articles?
No. Language configuration and translated article content are separate. Intercom explicitly says public articles are not automatically translated, while Zendesk documents AI article translation as an optional feature subject to configuration and availability.
Do I need to translate categories and sections as well as the article?
Yes, translate the navigation that leads to the article. Zendesk specifically requires matching translated parent pages for translated articles to be viewable in the Help Center; Intercom also supports localized collections and sections.
How should I handle an article that is not yet translated?
Choose a clear fallback before publishing the locale: Zendesk documents redirecting the untranslated article to an available language or placing default-language content on the locale page. Test the behavior from a direct link, not only through the home page.
Can AI translate a help center article?
Zendesk documents an optional AI article-translation feature for configured multilingual Help Centers. It is not a universal automatic translation guarantee, and the documentation does not establish a comparative quality result. Review important content before publishing.
How can a team keep translations updated at scale?
Assign an owner for source edits and translation review. Zendesk documents using the Help Center API to download updated articles for localization-vendor handoff and manage translations; API-based support should not be assumed for every platform.
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