Because Unbabel uses both the agent's and the Unbabel Admin API keys in order to authenticate and be able to receive and post translated content into your Freshdesk instance, it is fundamental that these are kept updated at all times in our settings.
The Unbabel Admin API key is used as an access token to the instance, and it should be updated at all times. The user must also have an admin role in Freshdesk. Failing to ensure both may compromise communication between Freshdesk and the Unbabel systems.
At the same time, agents need to have a valid key updated at all times. We will automatically detect any changes to an agent's API key and, should the agent try to use Unbabel with an invalid/new key, he/she will be prompted with a request to insert the updated key:
After applying the change, the normal functioning of the app will be resumed. The Unbabel Admin can also update the key at any time by accessing the agent's profile in the Settings page.
You can learn how to retrieve your own API key in this Freshdesk article.
Note: you can't gather an API key by assuming an agent's identity. The visible key will be different thus rendering it unusable.