How to Improve Your Customer Support using Zendesk Dynamic Content

As your business grows, so do your customer support needs. Maybe you're expanding into new markets or juggling multiple product lines.

You want your support team to deliver fast, consistent answers without writing the same response over and over—or worse, sending inconsistent replies. 

That’s where Zendesk dynamic content comes in. 

This powerful feature helps you create reusable, localized messaging that can be used across your entire support system.

Whether you're answering tickets, building help center articles, or chatting live with customers, dynamic content keeps things clear, consistent, and scalable.

What Is Dynamic Content in Zendesk?

Dynamic content in Zendesk allows you to create content blocks—called dynamic content items—that automatically adjust based on the language or region of the customer.

Think of it like a smart text snippet that knows how to talk to your customer in their preferred language.

For example, instead of manually creating five versions of your “Thank you for contacting us” message, you can write it once using dynamic content. Zendesk will then display the appropriate version to each customer based on their language settings.

Maybe it’s obvious, but this is a game-changer if you're managing multilingual support.

Not only does it save you time, it also ensures your messaging stays aligned and accurate across your support channels.

Plus, when paired with features like Zendesk dynamic fields, your communication becomes even more personalized and powerful.

How to Create Dynamic Content in Zendesk

Getting started with dynamic content is easier than you might think.

To create your first dynamic content item, head to Zendesk’s Admin Center and navigate to Workspaces > Dynamic content.

Once you’re there, here’s a step-by-step guide to using it within your replies to customers:

1. Click Add item.

2. Give your dynamic content a name and a default language (usually English).

3. Add a default variant, which is the fallback message Zendesk will use if the customer’s language isn’t available.

4. Click Add variant to create translated versions for other languages.

5. Save the item.

That’s it! Once saved, your content item will be assigned a placeholder like {{dc.thank_you_message}}. You can use this in macros, triggers, automations, email templates, and more.

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If you want to format the content with headings, bold text, or links, Zendesk supports dynamic content HTML. Just remember to keep the formatting consistent across all variants to avoid any mismatches.

How to Use Dynamic Content in Translation

One of the most powerful uses of dynamic content is translation.

Instead of managing separate macros or articles for each language you provide support in, you can centralize your messages and localize them using dynamic content variants.

It’s easier than it sounds. Here’s an example:

Let’s say you’re creating a macro so your support team can quickly respond to shipping delays, but you need it in multiple languages.

You’d create the dynamic content placeholder one time for each language you support (using the process described in the last section).

Then, when you’re creating the macro, you’d insert a dynamic content placeholder like {{dc.shipping_delay_apology}} into the macro.

Whenever the macro is used, Zendesk will automatically display the correct version based on the customer’s language settings.

This approach works beautifully with macros, triggers, and email templates—and it’s especially useful in Zendesk Guide dynamic content for your Help Center articles.

It’s a powerful translation feature, especially when paired with tools like Zendesk Translate Conversations, which allows for real-time translation during ticket conversations.

And Zendesk Help Center Translate, which gives you the ability to translate your Guide articles into any language.

Equipping your agents with this solid roster of translation tools will seriously boost your ability to scale multi-language support quickly and economically, without needing extra agents and resources in each language.

How to Use Dynamic Content within Support Tickets

Dynamic content isn’t just for help centers. It works really inside your team’s core ticket workflows, too.

You can use placeholders like {{dc.return_policy}} inside:

• Macros

• Triggers

• Automations

• Email templates

Let’s say you have a trigger that sends an email to the customer when a ticket is marked "solved."

Instead of writing the closing message in five languages, simply insert a dynamic content placeholder. Zendesk will then plug in the right language for the automated message variant based on the customer’s profile.

For added flexibility, you can combine Zendesk dynamic content placeholders with Zendesk dynamic fields to customize replies even further.

For instance, you might show different refund policies based on region and language automatically.

If you’re handling high ticket volume or juggling multiple brands, you may want to check out apps like Zendesk Merge Tickets, which can help you consolidate threads and keep your replies clean and efficient.

How to Manage Your Zendesk Dynamic Content

After you’ve built out your dynamic content, it’s important to keep it organized. A tidy dynamic content library saves you time and prevents confusion down the road as it grows.

You can access and view all of your dynamic content at a glance from the Dynamic content page:

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From this menu, you have access to do the following:

• Check the status of your dynamic content, which can either be Current (meaning the default content and all the variants within are up to date), or Out of date (meaning that one or more of the variants are out of sync).

• Filter and sort through your whole list of dynamic content. This allows you to quickly identify which content needs to be updated.

• Delete dynamic content, as long as it’s not being referenced by any of your macros, triggers or automations.

Here are a few tips for easier management of your dynamic content:

Use clear naming conventions. 

Names like order_status_update or password_reset_instruction make it easy to search and identify.

Tag by language or function.

Group the items based on their use case—like ticket replies, Help Center articles, or automation messages.

That way you can easily distinguish which dynamic content is for which areas of your support.

Audit regularly.

As your content evolves, be sure to remove duplicates, consolidate items, or update outdated language.

Reviewing your dynamic content every quarter or so is a great starting point.

Test before you publish.

Always preview how your content will appear in different languages. This helps you catch formatting issues or broken placeholders before customers mistakenly see them!

For a more advanced setup, you can use the Zendesk dynamic content API to automate the creation and updating of content items at scale. This is especially helpful for large support teams or businesses operating in many regions.

Boosting Multi-Language Support Capability with Zendesk Dynamic Content

If you’re just getting started with Zendesk, dynamic content might seem like a “nice to have.” But once you start using it, you’ll quickly realize it’s a must-have for scaling your support in a consistent, efficient, and multilingual way.

With Zendesk dynamic content, you can:

• Write once, translate once, and reuse everywhere.

• Personalize and localize replies without duplicating macros.

• Deliver a smoother experience to your customers, no matter where they are.

Best of all, you don’t need to be a developer to get started. With a few clicks, you can build content blocks that scale with your business and meet your customer expectations.

Swifteq also has numerous Zendesk apps that work well with dynamic content and help you scale your Zendesk support operations even more smoothly.

If you’d like to learn more about what’s possible, book a demo to learn more this week.

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Written by Eryn Chesney

Eryn is an experienced e-commerce CX leader with a strong background in writing and content marketing. She’s passionate about empowering support teams and using the invaluable insights they collect to drive business success.