Unbabel for Zendesk, Freshdesk and Intercom + Polyglot with issues

Update timeline

1. resolved Nov 17, 2025, 04:32 PM UTC

   Type: Incident Duration: 6 hours and 52 minutes Affected Components: Zendesk Support/Agent Workspace, Freshdesk , Intercom, Polyglot Nov 17, 21:39:21 GMT+0 - Identified - The team has been working on the incident non-stop, however its complexity has not allowed us to recover yet. The matter remains a top priority for which Unbabel is allocating full attention. Nov 17, 23:07:57 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Nov 17, 23:24:19 GMT+0 - Resolved - This incident has been resolved. Please not that some translations may still see delays, as translators didn't have access to the platform to work on them. If you find any translations that don't complete over the course of the next hours, please reach out to us. Nov 17, 16:32:00 GMT+0 - Investigating - Unbabel for Zendesk and Freshdesk integrations are currently seeing issues. The message points to lack of agent authorization. We are currently investigating this incident. Nov 17, 16:35:00 GMT+0 - Identified - The issue was tracked to a problem with one database responsible for the integrations. We are continuing to work on a fix for this incident. Nov 17, 17:16:06 GMT+0 - Monitoring - This issue is also affecting the Translator CAT tool Polyglot. Nov 17, 19:09:28 GMT+0 - Identified - It seems the issue also affects Unbabel for Intercom. We are continuing to work on a fix for this incident.