Guide

1. Localization Style Guide
- Dutch -
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2. Index
I The Zendesk Style Guide
1.1 About Zendesk
1.2 Introducing Brandland
1.3 Tone and Voice
II Product localization considerations - Basics
2.1 Product Names and Feature names
2.2 Glossary
2.3 Do not translate [DNT] terms
2.4 3rd party software terms
2.5 Standardized components (CLDR)
2.6 Legal terms in product
III Recurring Patterns
3.1 Error messages
3.2 Gerund
3.3 Polite request
3.4 Buttons
3.5 Singular/Plural
3.7 Mobile apps
IV Language specific standards
4.1 Acronyms
4.2 Capitalization
4.3 Pronouns
4.4 Pronouns (end-user)
4.5 Form of address
4.6 Gender
4.7 Punctuation
V Locale specific items
5.1 Possessive Pronouns (DIN/DIT)
5.2 Past and Future tense
5.3 Official Spelling
5.4 Linguistic resources
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3. The Zendesk Style Guide
The Zendesk style guide is a resource for linguists localizing Zendesk material for our international
markets.
This guide is not meant to be a comprehensive collection of all localization best practices for
Dutch, but instead this highlights the localization nuances and practices to ensure consistency in
the Zendesk brand voice in all of our international markets.
The objective of this style guide is to help linguists capture and convey the Zendesk brand voice
for our localized materials.
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4. The Zendesk Style Guide
1.1 About Zendesk
Zendesk is a service-first CRM company that builds software designed to improve customer
relationships.
We empower organizations to improve customer engagement and better understand their
customers. Zendesk products are easy to use and implement.
They give organizations the flexibility to move quickly, focus on innovation, and scale with their
growth.
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5. The Zendesk Style Guide
1.2 Introducing Brandland
Brandland is the bespoke Zendesk brand portal that provides an overview of Zendesk values,
attributes and a way of getting simple messages across.
Garden is the source of truth for tools, standards, and best practices when building products at
Zendesk. The Content section provides the principles of language for writing the English copy for
products.
These are the ultimate resources to gain familiarity with the Zendesk brand and its content.
They do not provide any localization guidance but allow the reader to get a good understanding of
how Zendesk communicates its company mission: improving the relationship between businesses
and their customers.
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6. The Zendesk Style Guide
1.3 Tone and Voice
In order to ensure our localized content is aligned with this goal, please keep in mind the following
points as you localize for our international markets:
1. Clearly identify what should be communicated
2. Localize the communication into a compelling narrative
3. Be honest, personable, and interesting in your localization
Although we are speaking with a professional voice, it should still sound like one human talking to
another – use a helpful, friendly, at ease tone to connect with and engage the audience.
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7. The Zendesk Style Guide
1.3 Tone and Voice
Come from a position of reliability and authority, we want to sound like experts in our field and
show a strong understanding of the subject while trying not to be intimidating.
Imagine you are trying to share your expertise on the subject as you translate – aim to guide,
educate, and inspire your audience.
Be warm and try to avoid using a detached tone of voice. Read it out loud. Does it sound natural in
your language?
Who’s your audience?
Product localization at Zendesk is written with two primary audiences in mind:
- Customer support agents, those using the Zendesk family of products
- End users, those getting in touch with customer support agents through Zendesk
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8. Product Localization
considerations
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9. Product Localization Considerations - Basics
2.1 Product names and Feature names
Product names should never be localized and should always stay in English.
This is important for 2 reasons:
1. Name recognition
2. Zendesk products are built to stand alone, but still indicate that they are part of a family
Please find more details around product names in the Dutch glossary filtering for ‘Product name’

10. Product Localization Considerations - Basics
2.2 Glossary
The Zendesk translation glossary collects key terms to ensure consistency throughout the localized content (product,
website, marketing material and support articles).
The Glossary Process
1. Zendesk Product Localization Team identify key terminology in new features (for example: agent, feature
names, app names, etc);
2. Product Managers and the Content Team supply the definition of that terminology;
3. Technical translators localize the selected terms following Zendesk guidelines;
4. Internal Zendesk native speakers (or external native testers) review those translations;
5. A final agreement between the technical translators and the internal reviewers (or external testers) on the final
translation of those terms is reached;
6. Any pre-existing strings that might be affected by the newly approved glossary terms is updated accordingly.
DUTCH GLOSSARY

11. Product Localization Considerations - Basics
2.3 Do not translate [DNT] terms
Please be aware at all times of those terms that are stored in our Zendesk Glossary as ‘[Do Not
Translate]’ terms.
Ensure these are left in English in your language.
Please find more details around product names in the Dutch glossary filtering for ‘[Do Not
Translate]’

12. Product Localization Considerations - Basics
2.4 3rd party software terms
Whenever a 3rd party software or some of its
features are referred to in the English source,
please follow the approach below:
1. Use the 3rd party translation, if the product is
localized in your language
2. If the product is not localized, use the English
term used by the 3rd party
Note: if your language has gender, make sure you
research what is the correct gender to use and
ensure this is used consistently.
en-US source Correct NL target
Bot user (from Slack) Botgebruiker
Subscribe to a new audience
(from Mailchimp)
Abonneren op een nieuw
audience (if audience is the
Mailchimp term that is used in
Dutch, it takes the article that
goes with it’s most likely
translation: publiek (het).

13. Product Localization Considerations - Basics
2.5 Standardized components (CLDR)
A wide range of elements that have a standard localized equivalent in each language are automatically populated into
the translations thanks to CLDR solutions (ICU / Intl.), including:
1. Locale-specific patterns:
● dates, times, time zones, numbers, and currency values
2. Translated names:
● languages, countries and regions, currencies, weekdays, months, day periods, units of time and
measurements
3. Language & script information:
● characters used, plural cases, gender of lists, capitalization, rules for sorting & searching, writing
direction, transliteration rules, rules for spelling out numbers, rules for segmenting text into graphemes,
words, and sentences
4. Specific country information:
● language usage, calendar preference and week conventions, and telephone codes.
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14. Product Localization Considerations - Basics
2.6 Legal terms in Product
Our legal documents are not localized in all
languages supported in the product. To stay
consistent throughout the product and
across all languages we suggest the
following approach in all languages:
List the English legal term and add the
translation of the term in parentheses.
en-US source Correct NL target
Data Processing Agreement Data Processing Agreement
(Overeenkomst inzake
gegevensverwerking)
Business Associate Agreement
(HIPAA)
Business Associate Agreement
(HIPAA) (Zakelijke
partnerovereenkomst)

15. Recurring Patterns

16. Recurring patterns
3.1 Error messages
Error messages are messages sent by the
system or a program, informing the user of an
error that must be corrected in order for the
program to keep running. The messages can
prompt the user to take action or inform the user
of an error that requires action.
It’s important to use consistent terminology and
language style in the localized error messages,
and not just translate them as they appear in the
English UI.
In Dutch, keep error messages short. No need to
embellish with additional articles etc.
en-US source Correct [NL] target
Chat is disconnected
Refresh your browser and try
again.
Verbinding met Chat is
verbroken
Ververs de weergave van uw
browser en probeer het opnieuw.
Upload failed. File type is not
supported.
Uploaden mislukt. Bestandstype
wordt niet ondersteund.

17. Recurring patterns
3.1 Error messages
The following phrases commonly occur in error
messages.
When you’re translating them, try to use the
provided target phrases.
However, feel free to use other ways to express
the source meaning if they work better in the
context.
Dutch error messages always take PRESENT
TENSE, even if the source is in past tense. The
reason is, the error is still a problem. Using past
tense may suggest the problem was solved in
the meantime.
en-US source Correct [NL] target Example
Can’t
Could not
Kan … niet... Kan niet uploaden.
Kan bestand niet
uploaden.
Failed to … mislukt. Uploaden mislukt.
Unable to Kan ... niet... Kan niet uploaden.
Kan bestand niet
uploaden.

18. Recurring patterns
3.2 Gerund
Please make sure to stay consistent when it
comes to translating gerund into Dutch.
Dutch uses full verbs and three dots. Do not use
Bezig met...
en-US source Correct [NL] target
Loading... Laden...
Submitting... Verzenden...

19. Recurring patterns
3.3 Polite requests
In the English source, the use of ‘please’ is
avoided.
This is only used in cases where an action
caused pain/frustration (e.g. account deletion
email).
Please adapt a natural tone to best meet end
user expectations in your language.
en-US source Correct [NL] target
Access to this page is restricted.
Please Contact the account
owner for help.
Toegang tot deze pagina is
beperkt. Neem contact op met
de accounteigenaar voor hulp.
You cannot merge closed tickets.
Try again.
Gesloten tickets kunnen niet
worden samengevoegd. Probeer
het opnieuw.

20. Recurring patterns
3.4 Buttons
Buttons should always contain actions.
The language should be clear and concise.
○ Infinitive or noun? Use only one form
consistently.
○ Be concise.
More details and examples about translations of buttons
can be found in our Dutch glossary, filtering for
“[Buttons]”
Use Dutch Microsoft style, not Dutch Apple style.
en-US source Correct [NL] target
Save Opslaan (not: Sla op)
Cancel Annuleren (not: Annuleer)
Copy to clipboard Kopiëren naar klembord (not:
Kopieer naar klembord)

21. Recurring patterns
3.5 Singular/Plural
Optional plural is avoided in the English source
(e.g. ‘Schedule(s)’).
Instead,
1. Both a singular and a plural string are
created
2. Only a plural version is created
en-US source Correct [NL] target
1 agent(s)
1 agent
{{count}} agents
1 agent(en)
1 agent
{{count}} agenten

22. Recurring patterns
3.7 Mobile apps* UI translations
● Be concise but still maintaining
accuracy in the localization of mobile
UI
● Observe character limitations as
indicated by the “[LENGTH!]” label in
the title field
en-US source Title Correct [NL] target
Clear Filters (%1$d)
[20 char.]
[LENGTH!] [Max. 22
characters] Clears filter
button and displays the
number of filters selected
Filters wissen (%1$d)
[20 tekens]
* watch out for string keys containing ‘ios’ or android’

23. Language specific
Standards

24. Language Specific Standards
4.1 Acronyms
In the English source, acronyms are used to save space but with the following considerations:
● Only use well-known acronyms. Please find the list of acronyms in the Glossary with the tag [Acronym]])
● On first use spell out the acronym and include the acronym in parentheses:
○ First use: Activate single sign-on (SSO)
○ Second use: SSO
● Capitalize all letters in an acronym. For example, “JPG, MP3, API.”
● Use lowercase for file extensions at the end of a file name. For example, “profile_pic.jpg.”
Exception: Common acronyms don’t need to be spelled out on first used
More details and examples about translations of buttons can be found in our Dutch glossary, filtering for “[Acronym]”
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25. Language Specific Standards
4.2 Capitalization
The English source is following standard capitalization rules.
We capitalize names of people, companies, and product
features.
All headings, subheadings, and button labels are written in
sentence case and feature names, product names, and
status labels are written in title case in the English source.
Please follow the the general Dutch capitalization rules (see
examples). Always place the verb at the end in headlines
and titles.
en-US source Description Correct locale
target
Everything in one place Sentence Case - First
subheading of an
Onboarding Modal.
Alles op één plek
Go Offline Title case - Offline is a
status label so it should
be in title case
Offline gaan
Your account is on the
Zendesk Agent
Workspace.
Names of features start
with a capital letter
Uw account
bevindt zich in
Zendesk
Werkruimte voor
agenten.

26. Language Specific Standards
4.3 Pronouns
In the English source, the user is directly
addressed throughout the UI, therefore the
pronoun ‘you’ is extensively used.
In Dutch, Use the formal form of address: u, uw.
Do not use the informal form of address: jij,je, jou,
jouw.
Please stay consistent with the use of u and uw
in your translations.
Note: This does not apply to Zendesk marketing
content which follows a different rule. For
Zendesk marketing content, use informal je, jou,
jouw. Avoid the weak forms je and me.
en-US source Correct NL target
When you are finished, this task is
complete and you are ready to
start handling your own tickets.
Wanneer u klaar bent, is deze
taak voltooid en kunt u uw eigen
tickets verwerken.

27. Language Specific Standards
4.4 Pronouns - end user
In strings used for end users (for example Web
Widget, Chat Widget, Help Center or SDK),
please avoid using pronouns whenever possible
as this content will be used by customers in
different fields who like to use different language
registers to address their users / customers.
Note: This does not apply to Zendesk marketing
content which might follow different rules.
en-US source Title field Correct NL target
Ask me a question and I’ll find
the answer for you.
Message displayed to the
user prompting to send a
query.
Stel mij een vraag en ik vind
het antwoord.
Please verify your email
address and try again.
Please use ...verify the email
address to avoid
formal/informal issues.
Laat het e-mailadres
verifiëren en probeer het
opnieuw.
Or you can ask another
question.
Message text shown when
AnswerBot can't find any
articles for the question
asked. Informs the user to ask
another question.
Of stel een andere vraag
Does this article answer your
question?
Label that prompts the user
to specify whether suggested
article did answer the
question.
Beantwoordt dit artikel de
vraag?

28. Language Specific Standards
4.5 Form of address
Please use the formal form of address in all of
Zendesk, except for marketing content. Allowed
are: u, uw.
en-US source Correct [NL] target
Software:
You can now install the software.
Software:
U kunt de software nu installeren.

29. Language Specific Standards
4.6 Gender
Using Zendesk should be a gender-neutral
experience.
In the English source, this is achieved by avoiding
the use of gendered pronouns “he / his” “she,
her” in favour of “they / their”.
In Dutch ensure not to refer to inanimate objects
with him/her, use deze, die, dit, dat.
en-US source Correct [NL] target
Hide the chat widget until it's
configured to appear by a trigger
or the API.
De chatwidget verbergen tot
deze is geconfigureerd om te
worden weergegeven door een
trigger of de API.

30. Language Specific Standards
4.7. Punctuation
Period Use periods to end full sentences in body copy. Consult this handy chart to find out where we use periods in the
English source text. Please follow the English source in Dutch.
Colon In general, we avoid using colons in English in product, especially when describing some attribute and its value.
We use emphasis styling (Name Omar Bongo) instead to distinguish between these two types of content. Please
follow the English source in Dutch.
Ellipsis Ellipses are automatically created to indicate truncation, if needed. Otherwise, they are used for mid-actions like
loading..., saving..., submitting..., etc.
Quotation Marks Quotation marks are avoided in the English source and are only used when direct speech appears. Instead, the
rule is to highlight text parts in bold instead of using quotes. Ex.: Click End chat at the end of your conversation.
Please follow the English source in Dutch but do not use quotation marks around references to software options.
Hyphen and Dashes Avoid using hyphens. Use en dashes (Option + hyphen) to communicate a range. For example, plan pricing from
$9–$25/month. Please follow the English source in Dutch

31. Locale specific
items

32. Locale specific items
en-US source Correct [NL] target
Launch your application
Incorrect Dutch
Start uw toepassing.
Correct Dutch
Toepassing starten.
5.1 Possessive Pronouns (DIN/DIT)
Possessive pronouns in English often should be
replaced with definite form of the noun in Dutch.
Therefore, avoid the use of uw unless it is
necessary for clarity or in order to avoid heavy
constructions.

33. Locale specific items
en-US source Correct [NL] target
1 user will be affected by this
change.
1 gebruiker zal worden beïnvloed.
1 gebruiker zal de invloed gaan
merken.
1 gebruiker wordt beïnvloed.
5.2 Past and Future tense
Try to avoid past and future tenses. Most of the
times, the present tense will do. The present
tense is preferred as it is more direct.
At any rate avoid over-exaggerate future tense
with double of triple future tenses: zal worden
gaan...

34. Locale specific items
5.3 Official spelling
Always follow official spelling
(www.woordenlijst.org) but do not make words
too long. 3 noun compounds are okay if needed,
but 4 noun compounds should be avoided.
en-US source Correct [NL] target
self-service content Selfservicecontent (official
spelling)
self-service optimalization
guidesatiegids
gids over optimalisatie van
selfservice
(not:
selfserviceoptimalisatiegids)

35. Linguistic resources
● Het Groene Boekje (www.woordenlijst.org) for SPELLING only.
● Van Dale for the meaning of words only (not for spelling)