If you feel that one of our translations is off and needs to be reviewed, please forward that information to customer.happiness@unbabel.com and we will be keen on analyzing what may have happened and how to improve. The key to properly report an issue with a chat or translation is to identify the Zendesk Chat ID. You can do this by checking the initial internal notes on the resulting ticket if you are creating chat transcripts, but this may not always be the case.
Find out how to identify the chat ID in the Chat app in this Zendesk article.
Quality issues
If you feel that one of our translations is off and needs to be reviewed, please forward that information to customer.happiness@unbabel.com or fill out our form and we will be keen on analyzing what may have happened and how to improve.
When doing so, please identify the chat ID to which the translation pertains. Since chats are made of several messages, it is fundamental that you provide some element that allows us to identify the affected message, the best option being the source text.
Alternatively, for spontaneous reports, you can also use the Customer Portal Translation Auditing page to report a problem.
It is important that you add some context into the report, as to where you suspect the error to be, along with any comments or suggested corrections you may wish to make.
Speak with your LangOps Specialist or Customer Success Manager in order to establish the feedback loop that best suits you!
Technical issues
Even if a technical issue is having general impact, it is still important to share, along with other information, the IDs of any affected conversations or messages. When reporting, please be sure to include:
- Conversation ID examples, even if the issue affects all conversations
- Mention if all conversations are impacted, or merely a subset of them. If affected conversations share any properties, let us know which.
- Agent usernames: Please let us know which agents are affected or were taking the actions described in the support request, and whether it is affecting more/all of the operation.
- Troubleshooting steps already taken.
- Timeline of events.
- Any changes to the organization/users on your end conducted recently, if any.
Send this and any other relevant information to customer.happiness@unbabel.com or fill out our form.