Creating multi-lingual help center/portal with unsupported languages 🤔

[Tomislav Tobijas]

Hi everyone,

I was wondering if anyone had any experience with designing a help center/portal(s) with translations to unsupported languages.

Usually, we only had to construct portals that are used by the same nation (e.g. Croatian), but more recently we're starting to expand those projects to support more nations, mostly within Eastern Europe.

In this specific case, we're talking about language translations (only the customer-facing side) for the following countries:

• Croatia
• Slovenia
• Serbia
• Bulgaria
• Romania (supported)

I know there are open suggestions such as I18N-3834: Add more European languages but I was just wondering what workarounds have you used to achieve something like this.

Have you created different service projects for each country or is there something else?
I guess, potentially, you could use request type restrictions and then create multiple request types for the same thing, where each one would have its language.

Note that I would like to do this natively without using Marketplace solutions.

Cheers,
Tobi

[Tomislav Tobijas]

One new information/note regarding internationalization for European countries.

Atlassian has recently rolled out support for Croatian, Serbian, Slovenian and Ukrainian (only for Help center and Customer Portal). More info here: https://support.atlassian.com/atlassian-account/docs/manage-your-language-preferences/

[Valeria di Domenico]

Hello @Tomislav Tobijas ,

Thank you for your answer. I wanted to confirm that you’re right — the Knowledge Base must be created separately in each language. However, we are still unsure whether the contact form for incoming customers also needs to be created separately. It seems that the browser’s automatic translation only translates parts of the contact form. Do you agree?

Could you also confirm whether the only way for customers to filter articles is by labeling each article with keywords — and that these keywords must be created and assigned by the administrator? Or is it possible to select labels independently, based on how the filtering system works with the web algorithm?

I hope my explanation is clear.

Wishing you a nice day, and let’s keep in touch to share more insights about JIRA.

[Valeria di Domenico]

Hi Tobijas,

I am expierincing the same Issue. We want to offer Knowledge Base Articles at least in German and englisch and we still did't understand how we can do it without translating manually every single article. Otherweise how we set the Knoledgebase to be visible just for the selected languange? Coul someone direct me to links or solutions? Thanks a lot

[Tomislav Tobijas]

Hi @Valeria di Domenico ,

This seems to have gone under my radar. 👀

From my knowledge, customers usually maintain separate KBs for each language. With AI tools such as Rovo, I guess this can be much quicker than it used to be.
Related to translations in Confluence, I'm now sure how that's generally done, as we mostly write either in English or in Croatian.

And as for KBs being visible only to selected languages, I'd say you would need to have a similar thing—construct multiple KBs and multiple portals (one for each language) and then connect each language KB with the appropriate JSM portal 🤔