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LILT’s Zendesk Guide connector automatically sends Zendesk Help Center articles to LILT for translation at a set cadence, then delivers the translated articles back to Zendesk.

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What happens when you create or update an article in Zendesk

  1. You create or update an article in Zendesk Guide.
  2. At regular intervals configured during setup, the connector detects the change and creates a Job in the LILT Platform with the article content.
  3. LILT processes the content according to the translation workflow you have configured (Instant or Verified).
  4. When the Job is complete, the translated article content is delivered back to Zendesk for review and publishing.

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Choosing a translation workflow: Instant vs Verified

You can translate Zendesk articles using one of two workflows:
  • Instant Translation: LILT immediately translates the article using LILT’s Contextual AI.
  • Verified Translation: LILT routes the article to LILT’s in-house translators for human translation.
  • Instant + Verified (Both): LILT immediately translates and delivers the article using LILT’s Contextual AI for fast coverage. In parallel, a Verified job is created in Lilt. Once the Verified job is complete, the translation is pushed back to Zendesk, overwriting the Instant translations.
By default, the connector uses the workflow configured in the connector settings.

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Label-based filtering and routing (applies to both Instant and Verified)

Zendesk labels can be used for two separate purposes:
  1. Filtering: Control which articles are processed at all.
  2. Routing (optional): Send different sets of labeled articles to different LILT workflows.
This routing logic can apply regardless of whether the destination workflow is Instant or Verified.

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1) Filtering: include and exclude labels

You can configure the connector to process or skip articles based on their Zendesk labels.
  • Include labels: Process an article only if it has at least one label from the include list.
  • Exclude labels: Skip an article if it has at least one label from the exclude list.
    • If an article matches both include and exclude, exclude wins.
    • Label matching is case-sensitive.

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2) Routing: map labels to workflows (optional)

If you configure a label-to-workflow mapping, the connector will choose the LILT workflow like this:
  1. If the article matches an entry in the mapping, it is routed to that workflow.
  2. If it does not match any mapping entry, the connector uses the default workflow configured on the connector.
  3. If the article matches the exclude list, it is skipped and not routed.

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Configuration

During onboarding, LILT will confirm whether the Zendesk integration is suitable for your environment and will help set up the connector.

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Considerations

The connector checks for new content and completed Jobs periodically, not continuously. The check frequency is determined during connector setup.