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.
The languages we support in tickets at this time are listed on the GitLab support page.
Within Unbabel
Every Agent profile in Zendesk needs to be individually configured so that only tickets submitted in the supported languages are translated.
To do this, open a ticket in Zendesk and navigate to and open the Apps sidebar.
Scroll to the Unbabel app and click on Settings.
Click on Languages and check the box on all languages in the list except for those languages supported by GitLab in tickets.
You can also use a javascript snippet created internally to automatically uncheck the languages we support, and check the others.
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. As per our working with tickets workflow, please remember to assign yourself to the ticket if the ticket doesn't currently have an assignee when you respond.
Please also ensure that the always_unbabel , unbabel_en, unbabel_reply, unbabeled tags are included, otherwise your response might not be translated automatically.
Should this happen, you will need to add the missing tags, and create a new internal note with the #unbabel hashtag included at the top of your content.
Once you submit your response, it may take several seconds for Unbabel to automatically translate your internal comment, but it can take several minutes if a human is required to manually translate your internal comment. To view the status of the translation, you can open the Apps sidebar in the ticket, and scroll down to the Unbabel for Zendesk Support box.
After a translated response has been sent to the customer via Unbabel it is necessary to manually set the ticket status as Pending since Unbabel will incorrectly set the ticket status as Open. You must do this with an empty comment (remove any #unbabel added by the plugin, before you Submit as Pending).
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.
Sometimes Unbabel is triggered if a customer's signature was written in a language that requires translation but the customer replies in English, and the translation is not needed. In this case, there is a way to disable Unbabel in this specific ticket:
Change the Customer language to English.From now on, Unbabel will not be triggered in this ticket.
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.
As indicated in the training session, please keep in mind of the following best practices when writing a response for translation.
pass would differ to a boarding pass.