Creating and using dynamic content

Making a piece of dynamic content, adding its languages, and putting it into a trigger or macro without leaving gaps behind.

Making a piece of dynamic content, adding its languages, and putting it into a trigger or macro without leaving gaps behind.

Create it

1. Open Admin Center, then Workspaces, then Dynamic content.
2. Add an item and give it a name.
3. Choose the default language and write that version.
4. Add a variant for each other language.
5. Save. Zendesk gives you a placeholder for it.

Use it

Paste the placeholder wherever the text should appear: in a trigger's message, a macro, or an email template. Nothing else changes.

Name items so you can find them

After a year you will have dozens, and the names are all you have to navigate them. Name after purpose rather than content: "csat-invitation" rather than "we would like your feedback". The wording changes; the purpose does not.

Adding a language later

Adding a language to your account does not fill in the variants. Every item needs its new version, and until it has one, customers in that language get the fallback.

Before announcing support for a language, go through the list and check each item has a variant. The gaps are always in the items nobody thought about, such as the footer.

See also

• Dynamic content for multilingual replies
• Customising email templates
• Adding languages and setting the default