Integrating with Freshdesk

You can seamlessly and immediately integrate Unbabel with your Freshdesk instance. Once the installation is complete, you can manage agent access and see Unbabel available and at work in the ticket environment.

Note: you need to be an Admin of the instance you are connecting to in order to complete the process successfully. You also need to have the role of Integrations Admin or higher in the Unbabel Customer Portal.

Note 2: Please make sure that you are logged in in your Freshdesk instance in a different tab of the same browser when conducting the process, otherwise the connection won't be established.

1 - Make sure you are logged in to your Customer Portal. 

2 - Using a different tab of the same browser, login to your Freshdesk account

3 - Navigate to Admin > Apps > Get more apps

4 - Search for Unbabel or click here to find the Unbabel app on Freshdesk App Directory

5 - Click ‘Install’

6 - Navigate back to Freshdesk Tickets view, and click ‘Unbabel Translate’ on the right panel of any ticket, and click on the Unbabel Icon

7 - Begin the process by clicking ‘Get started’ on the widget. This will open a new Customer Portal tab where you'll see the authentication flow page.

8 - Once back in Portal, authorize Unbabel with your Freshdesk API key. You can see how to obtain it here. If you are an admin, yours or any Freshdesk admin's API key will work.

9 - Next, authorize all agents of the instance. You can skip this step if you wish and add agents later.

10 - In the next step, copy the Unbabel API Key we just generated by clicking the copy to clipboard icon and return to the Freshdesk tab.

11 - Back in your Freshdesk environment, click on “Or click here to finish setup” under the “Get started” button in the Unbabel widget

12 -  Paste the Unbabel API key that you copied from the clipboard

13 - This completes the general setup by the Admin. Note: to access Unbabel for the first time, each agent or admin will have to add their own personal Freshdesk API key. Alternatively, someone with access to the Integrations Page in Portal can add them as well.

You should be all set! Open any ticket and in the right hand panel, you’ll see Unbabel working.

Unbabel is installed. How do I use it?

You can check how to use the service in this dedicated article.

Learn more about adding more agents by reading this.

Other Integration settings are now at your disposal in the dedicated Portal section.

More knowledge on the way Unbabel and Zendesk integrate is available in our HC section.

If you encounter any issues during the setup process, contact us at customer.happiness@unbabel.com. We’re happy to help.