When you receive a ticket in a foreign language, you can choose to have the first message translated as an internal note before you even open the ticket.
If your organization is using automatic pre-translation, tickets that are detected to be in an Unbabel-subscribed language are translated as soon as they are created, regardless of any agent action. This will, therefore, overlook any authorization settings.
Automatic pre-translation is a configurable setting in your Portal's Integration settings page. Access the customer portal to find your Freshdesk installation under Integration, and find the Pretranslate options. Check or uncheck the box to alternate between automatic pre-translation and tickets only triggering Unbabel when an authorized agent opens them.
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