Unbabel for Freshdesk includes a series of features which are designed to help you draw the best from the integration and effortlessly adapt to your workflow. We are only listing the main ones, so feel free to reach out to your Product Manager if you wish to learn more.

No-translate

Unbabel for Freshdesk allows for selected text to be kept hidden from both the machine and editors, in addition to the automatic anonymisation process.

Improved translations

In case you are having trouble grasping the meaning of a machine-translated inbound message, you can request a human improved translation for it to be delivered, as seen here.

Adding Signatures

Depending on the way your agent settings are built, we can either remove the signature from translation altogether or send it along with the rest of the text. Reach out to your LangOps specialist to learn more.

Sending emails to cc'ed recipients

Agents can include customers/ recipients that were in the original email thread. BCC currently is not supported as the original BCC recipient can’t be stored.

Thread translation

The thread translation feature was designed in order to ensure that no translations are missed if the customer sends several inbound messages in a row or if the ticket is escalated or handed over between agents with different language settings.

With the feature active, should a change in the language settings for the agent or ticket occur, we will translate all messages in the ticket's history so that any new user does not lose any context. 

When the applet fires a thread translation request, we will post an internal note:

After the new translation is completed, we will post it under a new internal note, compiling all messages translations up to that point, with most recent at the top. You may need to refresh the page to see the new internal note.