Guidelines for configuration
By following these instructions, you’ll be able to streamline the localization and translation processes for your Help Center content.
What you’ll need before starting
Admin access to your Zendesk account.
Required API credentials (Base URL, Username, and API Token).
1. Finding the integration in Bureau Works platform
In the platform's sidebar menu, navigate to Integrations, and from the list of Featured Integrations, locate Zendesk and click on it.
2. Listing and creating a new configuration
On this screen, you will see a list of all your configurations. Each configuration represents an integration with Zendesk, through which Bureau Works will pull and send content. From this screen, you can list, create, update, and delete configurations, as well as initiate a new sync — meaning you can create new projects directly.
2.1 Creating a new configuration
Click on Add Configuration and fill in the required fields to establish the connection with Zendesk. You will need to provide a name for this configuration and the necessary access credentials. These credentials can be obtained from your Zendesk admin account, as illustrated in the images below.
2.2 Generating a token from Zendesk
In your Zendesk admin account, navigate to Integration and Apps > APIs > Zendesk API, then click on Add API Token. Copy the generated token, save and paste it into the Token field in the configuration creation form on the platform.
3. Making a sync
Locate the configuration in the list that you want to use to initiate the sync, and click the New Sync button. On the screen that opens, you will need to fill in all the required fields to create the project, as well as provide the IDs of the assets to be translated. Click in Sync to create a project.
In the Type field, you can select one of the following options:
Article: Pull one or more individual articles.
Section: Pull a section along with all the articles it contains.
Category: Pull a complete category, including all its sections and articles.
In the field below, you must provide one or more IDs, separated by commas, corresponding to the selected type.
If you are unsure how to obtain these IDs, the process for retrieving IDs for each type of asset is detailed below.
3.1. Finding IDs for Articles, Sections, and Categories in Zendesk
3.1.1 Article IDs
Go to the Zendesk admin panel.
Navigate to Help Center > Manage Articles.
Click on the desired article.
The article ID can be found in the browser URL after /articles/.
Example:
URL: https://yourdomain.zendesk.com/articles/123456789
Article ID: 123456789.
3.1.2 Section IDs
In Zendesk, go to Help Center > Manage Sections.
Select the section you need.
The section ID is in the browser URL after /sections/.
Example:
URL: https://yourdomain.zendesk.com/sections/987654321
Section ID: 987654321.
3.1.3 Category IDs
Navigate to Help Center > Manage Categories in Zendesk.
Click on the desired category.
The category ID will be in the browser URL after /categories/.
Example:
URL: https://yourdomain.zendesk.com/categories/1122334455
Category ID: 1122334455.
4. Translated content delivery
After filling out all the fields correctly, you can monitor the progress of the sync just below the Sync button. Once the sync is complete, you can find the project in the project list.
The translated content will be delivered to your Help Center once the project status changes to DELIVERED. Articles will be updated or created for the target languages configured in the project.
Please note that while the sync ensures content delivery, there may be a slight delay on Zendesk’s side before the articles appear in your Help Center as their system processes and indexes the updates.