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. It’s super simple. If you've never created a trigger before, just bear with us! :)
- Define the trigger that will initiate the app:
- Go to the app’s Settings and select Automatic Pre-Translation
- Insert the name of the trigger and save the changes. In this case, we’ll use always_unbabel. Technically, you can choose any name — even that of your childhood pet or high school crush — but that can become very confusing so we highly recommend this one.
- Create the trigger from your Zendesk settings:
- Go to Settings - Triggers - Add Trigger
- Make sure you configure the trigger based on the languages:
- Add the tag you defined in the app. Submit Changes.
- Ok, we’re almost there, I promise. Now you need to go to Triggers again and "edit" the trigger Automatically Unbabel:
- This automatically initiates the app if the trigger "always_unbabel" is found and, of course, if the ticket has not already been translated.
- One thing: 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 look like this:
Have another cup of tea (optional) and that’s it, you’re all set and ready to go. And, as always, if you have any problems during the setup process, let us know through . We’re happy to help.