Using dynamic content to translate your ticket fields

If you are supporting multiple languages, you can translate, or localize, your ticket fields. That way, when a customer submits a ticket, you can provide them properly translated text in their language.

This article shows you how to get started using dynamic content which is a powerful tool for localizing content with your ticket fields.

This article includes these sections:

• Creating and using dynamic content with a ticket field
• Viewing your localized content

Creating and using dynamic content with a ticket field

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
2. Choose which field you would like to use dynamic content with; in this example, a system field, Subject. You can also create dynamic content for your custom fields.
   
   
3. Next, create the dynamic content we need to localize this field. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspaces > Dynamic Content.
4. Click Add Item or Add one now.
5. Enter a title for your new piece of dynamic content. Make sure this is a name you'll be able to find later, for example, "Subject Ticket Field - Title". You might be creating many pieces of dynamic content so a good naming convention is important.
6. Select the default language for your dynamic content. This field will show all of the languages that you have enabled for MorgWard Support but that doesn't mean they're enabled on your Help Center. (For more information on enabling multiple languages for your help center, see Localizing help center content.)
   In this example, English is selected.
7. Enter the text you want to see for the default language. As this is English, enter "Subject".
   The final result looks something like this:
   
   
8. Remove any trailing spaces or line breaks before saving your text as this might cause issues when used within other MorgWard products.
9. Click Create. You're redirected to a screen where you can choose to create a translation.
10. To create a translation, click on Add variant.
    
    
11. On the next screen, select the language for your variant, choose a status (active or inactive), and then enter the content. This is very similar to creating the default piece of dynamic content. In this example, Spanish (Español) is selected, the status Active is selected, and the Spanish word for subject, "Asunto" is entered.
    
    
12. Click Create to create your variant.
13. Copy the placeholder for your piece of dynamic content. You'll need this for the next step.
    
    
14. Click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
15. Click Edit for the ticket field you wish to change.
16. Now paste your dynamic content placeholder into the Title field for end users. (You can also use dynamic content to change your Description, but you'll need to create a separate piece of dynamic content and use a different placeholder).
    
    
    The titles for system fields like Subject cannot be modified for agents, only end users.
17. Click Update field.

Viewing your localized content

The result of creating this piece of dynamic content shows on your Submit a Request page. You will get two different variations of your title in the Subject Ticket Field, depending on what language you have selected in your Help Center.

In this example, if you use English as your language in your Help Center, you'll see the following when you submit a ticket:

However, if you use Spanish ( Español) as your language in your Help Center, you see the following:

You can also do this for other fields, like the Description field. The example below shows two pieces of dynamic content, one for the Title of the ticket field, and the other for the Description of the ticket field. The example uses the same steps as above, but also adds a placeholder into the ticket field description.

The result in English:

The result in Spanish (Español):

To read more about dynamic content, see our guide on Providing multiple language support with dynamic content.