Frequently Asked Questions

Can admin/agents set languages they don’t need translation for (set native languages)?

Yes.

If a new agent is added to the case, can they request translation of all previous messages to a different language?

Yes, email by email.

Does Zendesk Support allow for No Translate?

Yes. By adding <<<noTranslateText>>>,  <#noTranslateTex#> and <<!noTranslateText!>>

Will the conversion from chat to email be strictly MT (Machine Translation), or would it be HT (Human Translation) for emails?

Every inbound uses MT. For outbound, chat request is MT, and email requests are what’s configured in the TicketAPI configuration (generally HT).

When would it be possible to handle templates?

Agents can use  Zendesk Templates and Macros normally within Zendesk. They just need to make sure that it doesn’t submit the response to the customer. Agents must click the Unbabel button to send the translated text.

Under the old workflow, when responding to tickets, Zendesk Support would automatically open an internal note with #unbabel so all the agent had to do was craft their reply and then hit “submit as…” and move on to the next ticket. With ZAW, it seems like there’s an extra step, where an agent must craft their reply but then click the Unbabel button first, and then click “submit as…”. Is this correct?

No. Only one action is required - clicking the button to request a translation. Furthermore not having #unbabel will reduce errors from the agent editor. However, agents can still use #unbabel if they wish to do so.