@@ -126,6 +126,40 @@ Agents can set the default behaviour of a ticket once it has been submitted. The
See [Working with tickets in a view](https://support.zendesk.com/hc/en-us/articles/4408829483930-Accessing-your-views-of-tickets).
## Translating Tickets
### Overview
Zendesk provides AI-powered ticket translations within the Agent Workspace, allowing agents to communicate with end users who speak a different language. When activated, both incoming messages (from the customer) and outgoing messages (from the agent) are automatically translated using Amazon Nova Micro in real time.
### How Translation Works
#### What the Agent Sees
When a language difference is detected, a translation banner appears at the top of the ticket informing the agent of the customer's detected language. The agent can then:
-**Click "Translate"** — incoming messages are translated to the agent's language, and outgoing messages are translated to the customer's language.
-**Dismiss the banner** — decline translation for now (can be re-enabled later via the ticket Options menu).
-**Correct the detected language** — use the dropdown in the banner to select the correct language if detection was wrong.
Once translation is active on a ticket:
- Translated tickets will provide an indication that the ticket is currently being translated.
- Agents can click "Show original" on any customer message to see the untranslated text.
- Agents can click "Show translation" on their own messages to see what was sent to the customer.
- The agent's translation preference persists when the ticket is closed and reopened — they don't need to re-enable it.
- Translations on the current ticket can be stopped by clicking the "Stop" button in the translation banner.
#### What the Customer Sees
Customers are not notified when an agent enables translation. Agent messages will automatically appear in the customer's detected language, whether viewed via email or the Support Portal.
### Translating an Outbound Message Before Sending
When composing an outgoing message, agents can click the **Translate** button in the composer to generate the translation before sending it to the customer. This cannot be easily reverted, so if modifications needs to be made to a message, it will need to be written from scratch.
For more information, see [Translating conversations in tickets](https://support.zendesk.com/hc/en-us/articles/6327770807450-Translating-conversations-in-tickets).
## Additional Resources
-[About the Zendesk Agent Workspace](https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace)
<sup>*Introduced via [support-team-meta#1664](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/1664)*</sup>
Powered by state-of-the-art AI and a worldwide community of translators, Unbabel delivers translation at enterprise scale. We help you serve customers in any language, with fast, native-quality translations of your customer support tickets in Zendesk.
- This application was developed by Unbabel and is available in the [Zendesk Marketplace](https://www.zendesk.com/marketplace/apps/support/43875/unbabel-for-zendesk-support/).
{{% /alert %}}
### Replying with a Translation
To request a translation automatically, simply reply as you normally would as an internal note with the #unbabel hashtag included at the top of your content.
The app (in the ticket sidebar) shows the customer's language as one that would be translated.
Once you submit your response, Unbabel to automatically translate your internal comment, but it can take several minutes if a human is required to manually translate your internal comment. To view the status of the translation, you can open the Apps sidebar in the ticket, and scroll down to the Unbabel for Zendesk Support box.
After a translated response has been sent to the customer via Unbabel it is necessary to manually set the ticket status as Pending since Unbabel will incorrectly set the ticket status as Open. You must do this with an empty comment (remove any #unbabel added by the plugin, before you Submit as Pending).
### Excluding Text from Translation
The highlighted code can be skipped for translation by adding 3 brackets around the text:
```plaintext
<<< text/code >>>
```
The above can also be used to protect sensitive information from a human translator when sending a translation request.
### Disabling Unbabel in a Specific Ticket
Sometimes Unbabel is triggered if a customer’s signature was written in a language that requires translation but the customer replies in English, and the translation is not needed. In this case, there is a way to disable Unbabel in this specific ticket:
- Open the ticket in question
- Click the `Unbabel` app
- Change the Customer language to English
From now on, Unbabel will not be triggered in this ticket.
### Best Practices for Unbabel
Please keep in mind of the following best practices when writing a response for translation:
- Respond in one language
- It is likely that you can speak another language and understand what the customer is trying to say. Please ensure that you only use the English language when responding tickets as the system may not detect the language correctly.
- Copy only the body of the content that needs translation.
- When referring to a quoted texts from our customers, please only use the content that requires translation. Including snippets/code/elements may take more time to translate and could result in a mistranslation.
- Mind the punctuation.
- Punctuation can be sometimes tricky for Unbabel so please be sure there are no unnecessary periods/punctuations in between.
- Single Word Use
- It is likely that the response you are sending may be lost in translation, for example the word pass would differ to a boarding pass.
## Zendesk Super App
<sup>*Introduced via [support-ops-project#801](https://gitlab.com/gitlab-com/support/support-ops/support-ops-project/-/issues/801)*</sup>
