Configure Helpdesk languages and translations
Expose only Helpdesk locales whose customer-facing content is ready and maintainable Follow a safe workflow, verify the customer-facing result, and isolate common problems.
Expose only Helpdesk locales whose customer-facing content is ready and maintainable This guide keeps the work focused on Helpdesk languages and provides a repeatable path that a new Humind user can follow without changing unrelated configuration.
A Humind Helpdesk is a published projection of eligible public Knowledge. It has its own address, content selection, languages, appearance, navigation, support destination, metadata, and immutable publication versions. Editing the configuration or Knowledge does not change the public site until a new coherent version is published.
Before you begin
Access: Helpdesk and Knowledge write permissions are required. Translation approval remains a content-owner responsibility.
- Choose the default language and approved additional locales.
- Confirm articles have meaningful translations for each locale.
- Review translated navigation and support text.
Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.
Step-by-step workflow
Confirm the scope and current state
Open Helpdesk languages and keep at least one active default locale.
- Confirm the active company and Agent before editing.
- Record the current state so the result can be compared after the change.
- Stop if the screen or permission does not match the intended task.
Prepare the change
Add only locales that the team can review and support, then set the default intentionally.
- Use the smallest change that completes the customer task.
- Keep authoritative information in its owning source.
- Review labels, dates, language, and customer-visible wording before saving.
Save and allow required processing to finish
Review Knowledge translations for titles, excerpts, body content, links, and folder names rather than relying on source-language fallback.
- Wait for the interface to confirm that the change is saved.
- If synchronization, indexing, or publication is required, wait for its final state.
- Reload the area and confirm the saved values persist.
Test the complete customer journey
Test home, collections, representative articles, search, navigation, and support in every active locale before publishing the complete multilingual version.
- Use a fresh session and a realistic customer scenario.
- Check desktop and mobile when the result appears on a storefront.
- Capture the exact failing step if the outcome differs from the expectation.
Important limits and operating notes
- A successful save confirms persistence, not every downstream synchronization or public update.
- Workspace permissions can hide an area or allow reading without allowing changes.
- Do not copy volatile catalog, account, or customer facts into narrative content as a workaround.
- Test only supported capabilities that are visible and configured for the current company.
- Keep changes in Helpdesk languages separate from unrelated Agent, Knowledge, catalog, Inbox, or Helpdesk work.
Verify the result
- The correct default locale opens first.
- Every active language has usable collections and representative articles.
- Language switching preserves the intended page when a translation exists.
- Navigation, support, and metadata use approved customer text.
Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.
Troubleshooting
A locale is active but looks empty
Check whether eligible articles and folder names have content for that locale. Remove an unready locale from the draft or complete its translations before publication.
The Agent and Helpdesk use different languages
Review company, Agent, Knowledge, and Helpdesk language settings separately. They control related but distinct customer surfaces.