The Unbabel translation button disappeared - what can I do?

Under some circumstances, the Unbabel translation button may be absent from the button bar in the text box. We are listing some possible causes and their reasons/troubleshooting steps. You can still post an internal note containing #unbabel to work around the issue, but bear in mind that the cause may still prevent you from using the app at all.

• Rich content is not enabled as a formatting option for ticket comments

Zendesk allows you to choose between two formatting options available for agents when composing ticket comments. Rich content being enabled is a hard requirement for the Unbabel Translate button to be visible. Head to the Admin Center, then find Settings under Objects and rules > Tickets.

• You're not an authorized agent.

Check with your admin if you have the proper authorization status.

• Your language setup tells us you don't need to translate the ticket.

If the ticket language is set as a spoken language of yours, the button won't be available.

• The ticket has not been initialized

We need to "learn" that a ticket/chat needs Unbabel to create a representation on our side (see  the Inbound translations and ticket initialization section in this article). If that has not yet happened (check the chat/ticket language), the button will not appear.

• An error has halted the use of Unbabel in the ticket

There is a possibility that an error is preventing translations from happening in the ticket, and the button disappeared as well. Check this article for any possible causes and solutions.