Freshdesk is a cloud-based customer service software that provides helpdesk support.

With the Freshdesk app, you can exchange and translate Freshdesk Knowledge Base Articles directly in Lokalise, making multilingual self-service content available to your customers.

The app supports the following content types under the Solutions tab in Freshdesk:

Before using the Freshdesk app, you need to enable multilingual support in Freshdesk. Admin access rights are required to perform this action.

Open Freshdesk and go to Admin > Account > Helpdesk Settings.

Click Manage Languages:

Set your primary language and add any additional support languages.

Ensure these languages are also added to your Lokalise project.

Freshdesk uses dashes (-) in language codes (e.g., en-GB, lv-LV), while Lokalise uses underscores (_) (e.g., en_GB, lv_LV). You must manually adjust language codes for proper synchronization.

To adjust a language code in Lokalise, open your project and click on the languages dropdown. Click on the dots (More) next to the language name and select Settings.

Enable Custom language code and enter the correct code (matching Freshdesk).

Finally, click Save.

If you haven’t already, create a Marketing and support project in Lokalise.

Enter a project name, select the base and target languages, and choose Freshdesk from the Content integration dropdown.

Once created, go to the Content management tab. If not redirected automatically, open your project manually and proceed to this tab.

Enter your Host (e.g., https://lokalise.freshdesk.com) and an API Key, then click Authorize.

To get your Freshdesk API Key:

Once you authorize the app, a list of available items will appear under the Content management tab. Content synchronization should start automatically, but if it doesn't, click Refresh.

Switch to the Available for import tab, choose one or more items, and click Import to Lokalise. In the import dialog, choose the languages you want to include.

If you need to update existing translation keys with the latest changes from Freshdesk, tick Overwrite existing keys. This will replace existing keys and return them to Unverified status.

If you use Automations, import only the default language with Overwrite existing keys enabled. Alternatively, you can import all desired languages while keeping this option disabled.

The import will run in the background, and you’ll receive a notification once it’s completed. Now you can go to the Editor to start translating or create tasks for translators.

Go to your Lokalise project, open the Content management tab, and switch to the Translation in progress tab. Choose the items marked as Ready to export and click Export to Freshdesk.

In the export dialog, choose one or more languages and click OK.

The process will run in the background, and you’ll be notified once it’s completed.

Once an item is exported in all languages, it will move to the Translation exported tab. If the app is reinstalled, translation statuses will be kept. To reset previous statuses, delete the keys using the project editor.

In Freshdesk, go to Solutions and change the content language in the dropdown to verify that your items were properly translated.

When you mark translations as reviewed in Lokalise, their status updates in the Translation in progress tab. If your project has three languages and you’ve reviewed translations for only one, you’ll see the 1 of 3 languages translated label.

The global status will change to Ready for export only when all languages for an item are reviewed. You can select which languages to track in the progress dropdown.

You can still export items even if their status is not Ready for export.

Lokalise cannot pull or push articles stored in subfolders or nested folders. Articles must be placed in a top-level folder for Lokalise to access them.

I've updated my language settings on Freshdesk and ensured that language codes match on both Freshdesk and Lokalise, but when I try to import content, no matching languages are found. What should I do?

After making any changes to language settings in Freshdesk, go to the Lokalise Freshdesk app and click Refresh. This allows Lokalise to retrieve the latest environment data and translatable content from Freshdesk.