Unbabel for Zendesk support runs as an app which you can install in your Zendesk instance.
Note: if you are using Zendesk Agent Workspace, check this article instead. You need to inform us (reach out to customer.happiness@unbabel.comof which workspace environment you are using so we can enable proper compatibility, be it in the first installation or any time you turn it off/on.
To be able to install Unbabel for Zendesk Support, you need to be a Zendesk Admin for the instance and also have an Unbabel Customer Portal account created and validated.
It is also important that, should you be using any sort of IP restrictions or filtering in the instance, that you allow the Unbabel IPs and domains before starting the installation. Check with your LangOps specialist or customer.happiness@unbabel.com how to obtain them, and inform any Unbabel party should you have them.
To install our integration, please follow these steps:
2- Click install, select the instance where to install and click the button again
3- Again, click Install in the App Settings window
4- Open an existing ticket and find the Unbabel applet on the right
5- Click on Get Started.
6- You’ll be prompted to login with your Unbabel Portal credentials. If you are not able to login, you may either (1) not have a valid Portal account (2) be using the wrong credentials (3) have a different problem with the account. Check this article to attempt a fix.
Note: at this stage, you should have the credentials ready but not be logged in to the Portal.
7- Once logged in, the 2-step process to authorize Unbabel access to Zendesk will show on the Portal. Click “Authorize” to proceed to step 2.
8- The system will count the number of agents available on the CRM. You can authorize all agents to use Unbabel. Agent authorizations can be changed and managed later as well.
10- Click “Start using Unbabel” to complete the process.
We’ll take you back to the ticket where you first started and your setup is completed!
UAT testing
After you complete your configuration, you must conduct UAT by validating some key features as described in our UAT plan. Download the file attached to this article to access the test plan.
Note: obtain the password to unlock the file from your POC at Unbabel.
Comments
0 comments
Please sign in to leave a comment.