A number of reasons may be responsible for a submitted, translated and completed reply not showing up in the ticket thread and being sent to the customer.
- Changes in API key
For a number of reasons, a user may have to reset their API key. This will disconnect the user from all external apps they were using on Freshdesk with that API key, including Unbabel.
Since we rely on the key to be authorized into receiving and posting content in the instance, changes made to either the agent handling the ticket or the Unbabel Admin API key can result in problems when delivering or receiving this content.
If problems started happening after such changes took place, please report them to firstname.lastname@example.org, identifying the affected ticket, agent code, and providing the up to date API keys.
- Wrong language pair
Check the widget for an error message to confirm if the translation is being triggered in an unsupported language pair. If that is the case, please confirm if the customer's language is correctly selected, as well as the agent's.
Please make sure the internal note does not contain mixed languages, as that could trigger a language identification opposite to the agent's settings.
- Same language as the customer
Due to the agent settings or content inside the internal note to be translated, the language of the message being detected might be the same as the customer. Check the widget for an error message to confirm it. Adjust your settings or remove the mixed language content from the message.
- Check if the internal note contains #unbabel
You may not have triggered the translation request. Check if #unbabel is present at the beginning of the internal note. It needs to be the first word. Make sure it is typed correctly, has no spaces before the word, and no formatting whatsoever.
In case you run into any problems, do not hesitate in reaching out to us through email@example.com. We will be glad to assist you.