When you receive a ticket in a foreign language, you can choose to have it translated as an internal note before you even open the ticket. This saves you waiting time for the translation to be completed.
To set this option up, you have to create a trigger on Zendesk to automatically initiate the Unbabel app by adding a tag to the tickets which you want to have automatically translated. It’s super simple. If you’ve never created a trigger before, just bear with us! :)
To set this option up, you have to create a trigger on Zendesk to automatically initiate the Unbabel app by adding a tag to the tickets which you want to have automatically translated. It’s super simple. If you’ve never created a trigger before, just bear with us! :)
Setting the pre-translation tags
Head to the Settings page, click EDIT, and find the Pre-translation Tags field. There, add all tags you want a ticket to contain and that will trigger automatic pre-translation. Separate them using commas, with no spaces. Save your changes.
Creating the trigger from your Zendesk settings
This step will create a trigger that will select which tickets to add the automatic pre-translation tags to. Go to Settings - Triggers - Add Trigger:
We suggest you configure the trigger so that it excludes tickets that are written in English as a condition (see image below). Create a condition to add the tag you defined in the Settings page (you’ll may need more that one trigger for multiple tags) and submit any changes.
Editing the Automatically Unbabel trigger
After you accomplish the last step, find and edit the Automatically Unbabel trigger so that it is actioned when a trigger has your selected tag, and hasn’t been translated yet (does not contain the unbabeled tag). The trigger is created when you install the Unbabel app, so you just need to find, edit it and save any changes.
Make sure the triggers are in the right order. The “pre-translation” trigger must come before any other Unbabel trigger:
A pre-translated ticket will contain both your custom tag and the unbabeled tag, along with the initial translation, which will be almost as old as the customer’s original message, already posted, and ready for you to read.
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