Note: The new help widget is being rolled out in batches. You can request early access for your account here.


To set up your help widget in multiple languages, you should first add more than one language to your Freshdesk account. Click here to learn about adding multiple languages to your Freshdesk account. Once you’ve added multiple languages, you need to provide translations for the contact form, labels and solution articles.  


Translating the contact form in supported languages

If you use the widget with the simple form, we load all the translated fields by default for you. On the other hand, if you use the ticket fields that you've set up in Admin > Ticket fields, you can use this guide to translate them.


Translating solution articles in supported languages

You can create solution articles in your supported languages after creating the master version in the primary language. If you already have a set of solution articles in the primary language, click on the master version of a solution article. Under the Languages tab, you can provide the translations for all the languages that you’ve added.


Default behaviour - loading articles automatically in the right language


When the help widget loads, if the browser language matches one of the supported languages in your account, then the contact form and solutions will load in that language. 


For example, if German is a supported language in your Freshdesk account, and the end user’s browser language is also German, then the widget will load the contact form in German. If you’ve enabled solution articles, the German version of all solution articles will load as well.


Forcing the help widget to load in a certain language


You can also force the widget to load in a certain language. For example, if one of your users is accessing your product in German, you can ask the widget to be loaded in German by passing their preference to the widget. 


This can be done by setting the ‘locale’ property in the widget’s embed code. This overrides the end user’s browser language. Here’s a sample piece of code, using which you can load the widget in German:

<html>
  <body>
    <script>
      window.fwSettings = {
        'widget_id':12000000025,
        'locale': 'de'
      };
      !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}()
    </script>
    <script type='text/javascript' src='https://widget.freshworks.com/widgets/12000000025.js' async defer />
  </body>
</html>

To learn more about how you can use the locale property to have the widget load in a certain language, please read the API documentation.


Translating labels in supported languages


In the help widget settings, you can set the following labels in the primary language:


  • Widget launcher text
  • Widget banner message
  • Contact form title
  • Contact form submit button
  • Contact form confirmation message
  • Frustration tracking banner message
  • Frustration tracking description
  • Frustration tracking confirmation

 

To provide translations for these labels in any of your supported languages, you can use the setLabels API


Let’s say you support customers in German and French (in addition to English being the primary language in your account). To provide translations for the ‘Contact form title’ in French and Spanish, this is what you need to embed, along with the widget code:


FreshworksWidget("setLabels", {
          'fr': {
            contact_form: {
              title:"Contactez nous"
            }
          },
          'es': {
            contact_form: {
              title:"Contáctenos"
            }
          }
        });

You can read the setLabels API documentation for more details.