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Home > Success Center > Web Help Desk (WHD) > Customize the Web Help Desk GUI language and labels

Customize the Web Help Desk GUI language and labels

Table of contents

Updated May 26th, 2016


This article describes how to customize the WHD GUI language and labels.


All WHD versions


  1. Find the default labels file at /conf/labels/
    Note: This file contains all the default labels used by the application. DO NOT EDIT THIS FILE – view the contents, and find the labels to be changed.
  2. Create a custom labels file at /conf/labels/
    1. Copy/paste label entries to be changed from into a new file called
      For example, to change the label for Ticket to read Job, the entry would be lbl.ticket=Job
    2. The file only needs to include the labels to be changed – the application will use the default labels for any value not found in


Supporting additional languages

Additional files may be defined for specific locales by prefixing .properties" with a language and country code as specified by ISO 639 and 3166. For example, to define custom labels for Spanish clients, create the following file in the labels folder

To define labels specifically for Mexican Spanish, name the file

The files will be queried starting with the most specific match. Thus, continuing the previous example, if a client from Spain were to make a request, the Web Help Desk would try first to find the needed label in a file named Not finding it, the Web Help Desk would try the more general If the label still could not be found, the system would search for it in, and if not able to find it there, would get the default value from

See the following sites for complete listings of ISO 369 and 3166 language and country codes:



  • Java requires properties files to be in Latin-1 or escaped Unicode format, in which Unicode characters are represented by Unicode escape sequences. You can use the Java tool native2ascii to convert native-encoded files to to this format. native2ascii is located at /bin/native2ascii
  • TF-8 encoding does not use these Unicode escape sequences. Use native2ascii to convert UTF-8 encoded files.


The syntax for native2ascii is:

native2ascii -encoding "<encoding_name>" [input_file] [output_file]</encoding_name>

As an example, to convert a file encoded in Shift-JIS to escaped Unicode, you would execute the following:

native2ascii -encoding "SJIS"

For further instructions on using native2ascii, with a list of supported encoding, see native2ascii Info


Last modified
14:05, 27 Feb 2017