A number of reasons may be responsible for a submitted, translated and completed reply not showing up in the ticket thread and being sent to the customer. 

Please try refreshing the ticket page before reporting a missing translation. Sometimes the translation is ready but not updated in the ticket before the refresh.

• Changes in API key

For a number of reasons, a user may have to reset their API key. This will disconnect the user from all external apps they were using on Freshdesk with that API key, including Unbabel.

Since we rely on the key to be authorized into receiving and posting content in the instance, changes made to either the agent handling the ticket or the Unbabel Admin's (especially) API key can result in problems when delivering or receiving this content. Be sure that they are up to date by reading this article.

Besides having an up to date API key inserted into the Access token field of the Settings page, the Unbabel Admin must have at least an Admin role in Freshdesk.

If problems started happening after such changes took place, please report them to customer.happiness@unbabel.com, identifying the affected ticket and agent code.

• Wrong or unsubscribed language pair

Check the widget for an error message to confirm if the translation is being triggered in an unsupported language pair. If that is the case, please confirm if the customer's language is correctly selected, as well as the agent's. 

If the language identification and settings are correct, it might be the case that the language pair in use is not a subscribed one. Reach out to your Program Manager or Customer Success Manager if you wish to add it.

• Same language as the customer

Depending on the agent's language settings, the language of the message being detected might be the same as the customer. Check the widget for an error message to confirm it. Adjust your settings and try to request the translation again.

• Check if the internal note contains #unbabel

You may not have triggered the translation request. Check if #unbabel is present at the beginning of the internal note. It needs to be the first word. Make sure it is typed correctly, has no spaces before the word, and no formatting whatsoever.

• The translation has fallen victim to some error

We try our best to avoid these, but sometimes you simply face one. If an error occurs, you will be seeing the message below, in which case you may consider reaching out to support.

In case you run into any problems, do not hesitate in reaching out to us through customer.happiness@unbabel.com or use our supporting form. We will be glad to assist you.