Finding IDs
Message identifiers are not easily obtained from the Freshdesk environment, but the ticket ID is. You can check the ticket ID in the Freshdesk breadcrums or obtain it from the full URL of the page when viewing the ticket (which you can share with us).
This ID is propagated in the Unbabel systems and is fundamental in identifying any issue or content contained in the ticket, so please be sure to provide it when reporting any issue.
Reporting 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 tickets. When reporting, please be sure to include:
- Ticekt ID examples, even if the issue affects all conversations
- Mention if all tickets are impacted, or merely a subset of them. If affected ticekts 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.
Reporting 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 and we will be keen on analyzing what may have happened and how to improve.
When doing so, please identify the ticket number to which the translation pertains, along with any elements that allow us to identify the specifically affected message (such as source text, a screenshot, or the timestamp). It is also 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.
Alternatively, for spontaneous reports, you can also use the Customer Portal Translation Auditing page to report a problem.
Speak with your Program Manager in order to establish the feedback loop that best suits you!