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Unbabel Translation in Zendesk

Overview

Whenever a user submits a ticket in a language other than English, our integrated translation tool (Unbabel) in Zendesk automatically translates the content as an internal note.

To use Unbabel effectively, please refer to the following when responding to tickets.

Languages we support

The following are the languages we support in tickets at this time. The setting of your Unbabel app is setup by default to only support the following:

Replying with a Translation

To request a translation automatically, simply reply as you normally would as an internal note with the #unbabel hashtag included at the top of your content.

Please also ensure that the always_unbabel , unbabel_en, unbabel_reply, unbabeled tags are included.

Excluding Text from Translation

The highlighted code can be skipped for translation by adding 3 brackets around the text:

<<< text/code >>>

The above can also be used to protect sensitive information from a human translator when sending a translation request.

Help with Translation

If for some reason you have difficulty in understanding the automated translation, an actual human intervention can actually be requested . Simply click the link Can’t understand the translation? in the Unbabel app box and this will send your response for translation to Unbabel editors.

Best Practices

As indicated in the training session, please keep in mind of the following best practices when writing a response for translation.