Zendesk Connector

Available for

Enterprise edition

Get in touch with Sales for licensing questions.

Zendesk connector allows the downloading of source content and uploading of translations to/from Zendesk for the following content types:

Articles, Sections, and Categories in the Guide module.
Dynamic text in the Support module.

Use Cases

There are a number of use cases for the connector:

Project Managers can add files directly to projects from an online repository.
Set up the Automation Widget allowing Submitters to add files to requests directly from the online repository.
Use Automated Project Creation (APC) to have Memsource automatically create new projects when a change in the last edited date (edited_at attribute) is detected for monitored files or an entire list. If the connector is configured to create jobs only for languages flagged for translation, then APC only creates jobs for the flagged article translations.
- Selected files are imported the very first time APC runs.
The Connector API can be used to automate steps otherwise performed manually through the UI. Webhooks can be used to have Memsource notify 3rd party systems about certain events (for example, a job status change).

Article Workflow Recommendations

Translating Source Articles

To allow article authors to manually trigger translations:

Configure the connector to monitor articles with a specific label (e.g. translate). The author applies this label to articles when ready for translation.

To notify the author when the article translation is complete:

Configure the connector to add a label (e.g. review-{targetLang}) when the translation is pushed to Zendesk. Reviewers can use the label to filter articles in the Zendesk UI.

Combine the above with Automated Project Creation (APC) to maximize automation.

Submitting for Re-translations

To allow reviewers to submit existing translation for an update:

Configure the connector to create translations for flagged articles. The reviewer will set the flag for translation to trigger a new job in Memsource.
Select how jobs will be created by APC.

Note

If the connector is configured to monitor articles with a specific label, beyond flagging the translation, the article also needs to be tagged with that specific label in order for APC to identify it.

Zendesk Settings

Zendesk Support: Go to Account in the Admin section and configure target languages.
Zendesk Guide: Go to Language settings in the Admin section and configure target languages.

Memsource connector languages are set according to the languages in Zendesk Guide.

English in Zendesk is actually English (United States) full locale.
Zendesk Guide offers more locales than Zendesk Support. Ensure the same list of locales is selected (e.g. Norwegian in Support and Norwegian(Bokmål) in Guide are considered different languages).

Memsource Settings

From the Setup page, scroll down to the Integrations section.
Click on Connectors.

The Connectors page opens.
Click New.

The Create Connector page opens.
Provide a name for the connection and change the Type to Zendesk.
Enter the Host prefix.
In the Translate articles with label field, specify a label that flags an article to be processed by the connector. If specified, only articles with this label will be processed.
In the Add label on post-translation field, specify a label that the connector will add to articles after translation. The {targetLang} macro is supported.
Select how jobs will be created.
If logging of debug information is requested by Technical Support team, select Log debug information.
Click Connect to Zendesk.

Zendesk login page opens.
Log in to Zendesk.

A checkmark will appear if the connection was successful. A red exclamation point will appear if it wasn't. Mouse over the icon to see additional details.
Click Save.

The connector is added to the list on the Connectors page.

If a default project, branch, and folder is required when connecting, open the connector configuration and click the Select Remote Folder button to set it.