Dynamic Content: reusable and multilingual texts in Zendesk

What is Dynamic Content?

Dynamic Content is a feature in Zendesk that allows you to create reusable texts that are automatically displayed in the correct language, based on the end user's language setting. Instead of typing (or translating) the same text repeatedly, you create the text once and add translations as variants. Zendesk then automatically selects the correct variant.

You can use Dynamic Content in, among others:

• Macros
• Triggers
• Automations
• Custom ticket fields
• System messages (such as email notifications)

Why use Dynamic Content?

Dynamic Content is especially valuable if you work in multiple languages, but it also offers advantages in single-language environments:

• Consistency: you manage texts in one place. If you change the text, it is immediately updated everywhere.
• Multilingualism: add translations as variants. The end user automatically sees the correct language.
• Overview: all reusable texts are centralized, including a status overview indicating whether translations are still up to date.

Step 1: Set supported languages

Before you can use Dynamic Content, you need to set the languages you want to support.

1. Go to Admin Center > Account > Appearance > Localization.
2. Add the desired languages under Additional languages.
3. Click Save tab.

The languages you set here become available as variants when creating Dynamic Content.

Step 2: Create Dynamic Content

1. Go to Admin Center > Workspaces > Agent tools > Dynamic content.
2. Click Add item.
3. Enter a clear title, for example: Bedankbericht na ontvangst ticket.
4. Select the default language (usually Dutch).
5. Enter the text you want to use. You can also include Zendesk placeholders here, such as {{ticket.requester.first_name}}.
6. Click Create.

After creating, you will see the placeholder that Zendesk automatically generated, for example:

{{dc.bedankbericht_na_ontvangst_ticket}}

You will use this placeholder later in your macros, triggers, or automations.

Tip: the placeholder is based on the title you enter when creating. If you change the title later, the placeholder does not change. So choose a clear name right away.

Step 3: Add translations (variants)

If you support multiple languages, add a variant for each language:

1. Open the Dynamic Content item you just created.
2. Click Add variant.
3. Select the language (for example English or German).
4. Set the status to Active.
5. Enter the translated text.
6. Click Create.

Repeat this for each language you want to support. If an end user has set a language for which no variant exists, the default variant is automatically shown.

Step 4: Use Dynamic Content

You can insert the placeholder in various places in Zendesk:

In a macro

1. Go to Admin Center > Workspaces > Agent tools > Macros.
2. Create a new macro or edit an existing one.
3. Add the placeholder in the action Comment/description, for example: {{dc.bedankbericht_na_ontvangst_ticket}}.
4. Save the macro.

When an agent applies the macro, the placeholder is automatically replaced by the text in the correct language.

In a trigger or automation

1. Go to Admin Center > Objects and rules > Business rules > Triggers (or Automations).
2. Use the placeholder in the field Email body or Notification body.

In custom ticket fields

You can also use Dynamic Content to translate the labels of custom ticket fields. Paste the placeholder into the field Title shown to end users of the relevant ticket field.

Tips for organizing Dynamic Content

• Use categories: add a category name to the title with double colons, for example: E-mail::Bedankbericht na ontvangst ticket. This groups your items neatly.
• Regularly check the status: items with the status Out of date contain variants that may no longer match the default text.
• Use clear names: the title determines the placeholder. A name like Bedankbericht na ontvangst ticket is much clearer than Text 1.

Summary

Need help setting up Dynamic Content in your Zendesk environment? Then contact support@cloudmotion.nl.