How to use Unbabel Interface for Tickets - Creating and viewing a ticket

Once you log in the Interface using an agent account, the Unbabel Interface environment will display.

The interface is composed of two main panels: the left one containing the field to create new tickets and the list of open tickets will be available; and to the right, a panel which will contain the conversation, message box, and list of reply templates.

But what are we waiting for? Let's start translating.

Creating a ticket

All it takes to create a ticket is to fill in its ID and click the New button. Once a valid ID is input, the button will become available. It is recommended that you use the same Ticket number/ ID as in your platform, so you can trace back and associate conversations more easily between your CRM and Unbabel Interface.

The ticket will be created in the default brand and language pair - both of which visible at the top of the panel, so, if a agent wishes the ticket to take part in different settings, he will need to click on the Change these options link.

This will expand three new fields where the agent may select from the different brands and subscribed language pairs, while also setting his own language. After all desired changes are made, the process to create the ticket remains the same: simply input the ID and click Create. Agents will be able to pick any brand from the ones created for the Organization, but are only able to select languages that are part of their language profile.

Note: this selection for the ticket settings is irreversible once the ticket is created. If you make a mistake, you will need to create another ticket.

Viewing open tickets

You can see a list of all currently open tickets on the left panel. tickets are listed chronologically, with information allowing you to see their ID, language pair, brand and creation time.

To switch between tickets, simply click the area containing the ticket information. The center panel will update and you can continue a conversation there. This allows for an agent to manage multiple tickets at once, even if translations are ongoing. The ticket ID, brand and Language pair are visible at the top of the center panel. Here, you can click the pencil icon to edit the ticket ID too.

Let's have a look at how a conversation unfolds in the next article.