Tickets are automatically translated once an authorized agent with the correct settings (does not speak the customer language) views it and there is an untranslated message waiting. A machine translation will fire and post an internal note containing the translated text.
The language pair in use will be determined by the agent’s written language and the customer’s language, which is determined by an automatic process. If it detects the language incorrectly or if changing it proves necessary for any other reason, this can be changed in the applet.
By replying in a private note starting with #unbabel, the soon to be translated text will be sent the other way around, undergoing a domain-adapted machine-translation process, followed by a human post-editing stage. The output of this translation request will be posted as a public reply once the job is completed.
Make sure #unbabel is typed correctly, has no spaces before or after the word and no formatting whatsoever.
If you fail to see the translation posted immediately, refresh the page.
Should the internal not be posted containing only #unbabel and no other content, don't worry. We won't send a blank message to your customer, and the note will merely be posted as such.
Should you find any issues, be sure to reach out to us at firstname.lastname@example.org.