Multilingual Knowledge Base that is linked to Jira Service Management & client portal

[Will(y) De Vos]

Hi, we are implementing the use of the Knowledge Base that is linked to our Jira Service Management cloud.
Currently, we have set up 1 language (the default one) but we want to also help our customers by use of the customer portal and the Knowledge Base that is embedded in it (Confluence).

Can we create these articles also in multilingual versions so based on the profile the correct language is chosen and when not available the default is?

The procedure currently is that our agents creating articles from within the ticket or directly on the KB Confluence page.  So, they should have the possibility to directly add a new language.

Thanks for your reply.

Best regards, Will

[Alessandro Distefano · Accepted solution]

Hi @Will(y) De Vos 

You can also take a look at Lango.

We follow the Atlassian best-practices for managing multilingual contents on Confluence and our add-on it's fully supported on Jira Service Management.

You can also link an external translation provider (like Google Translate or Deepl) for translating automatically your contents between 40+ languages.

I leave you a couple of links that might be useful to you:
Lango Overview 
Configuring a Multilingual Knowledge Base on Jira Service Management

[Dirk Ronsmans · Accepted solution]

Hey @Will(y) De Vos ,

Sadly multilingual support doesn't exist in Confluence out of the box. (having a user see an article in their own language) You can see here (https://confluence.atlassian.com/confeval/confluence-evaluator-resources/confluence-managing-content-in-multiple-language-translations) that the official practice is to just create separate pages for different languages.

I concur that it's not ideal..

A work around could be to use an app that offers tabs (https://marketplace.atlassian.com/search?hosting=cloud&product=confluence&query=tab) and have a single page but with all languages available on that page through tabs.

I was also not able to find a suggestion about it so I would suggest to open a support call about it at https://support.atlassian.com/contact so it can be raised as an official suggestion.

[Will(y) De Vos]

Hi @Dirk ,

first thanks for your swift reply and useful tips!

I have found a possible 3rd party solution (https://www.bitvoodoo.ch/blog/2020/create-a-multilingual-knowledge-base-for-jira-service-desk) but I'm not so eager, at this point, to investigate considering that multilingual use should be a basic functionality in the Knowledge Base that is linked to Jira Service Desk.

I'll follow your guidance in writing a ticket for this and wait for feedback.

Much appreciated,

Will

[Dirk Ronsmans]

It all comes down to how you want to tackle it :)

Having it native might be something that comes down the line but I wouldn't expect something like that to just become a feature in a couple of weeks.

So in the grand scheme of things looking at 3rd party apps will not be a bad thing. You just have to balance your need vs the solution that you want to implement.

Good luck on your journey :)

[Mattia _bitvoodoo ag_]

Hello @Will(y) De Vos 
Our app "Translation for Confluence" (https://marketplace.atlassian.com/apps/28648/translations-for-confluence) covers the use case you mentioned. It allows you to enter the different language versions on one Confluence page. Your Confluence and Jira Service Management users will then be provided with the articles in the desired language.