Whenever a user submits a ticket in a language other than English, our integrated translation tool (Unbabel) in Zendesk automatically translates the content as an internal note.
To use Unbabel effectively, please refer to the following when responding to tickets.
The following are the languages we support in tickets at this time:
Every Agent profile in Zendesk needs to be individually configured so that only tickets submitted in the supported languages are translated.
To do this, open a ticket in Zendesk and navigate to and open the Apps sidebar.
Scroll to the Unbabel app and clik on Settings.
Click on Languages and check the box on all languages in the list except for those languages supported by GitLab in tickets.
You can also use a javascript snippet created internally to automatically uncheck the languages we support, and check the others.
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.
Please also ensure that the always_unbabel , unbabel_en, unbabel_reply, unbabeled tags are included.
The highlighted code can be skipped for translation by adding 3 brackets around the text:
<<< text/code >>>
The above can also be used to protect sensitive information from a human translator when sending a translation request.
If for some reason you have difficulty in understanding the automated translation, an actual human intervention can actually be requested . Simply click the link Can’t understand the translation? in the Unbabel app box and this will send your response for translation to Unbabel editors.
As indicated in the training session, please keep in mind of the following best practices when writing a response for translation.
pass would differ to a boarding pass.