Glossary

The Glossary is a centralized reference for standardized terminology that keeps language consistent across all your documentation. It holds approved terms, their definitions, and the variants to avoid, so everyone writing articles uses the same wording.

What it's for

Without a Glossary, the same product or concept tends to appear in different forms across articles. One writer might use "HappySupport", another "Happy Support", and a third "happysupport". The Glossary fixes one preferred form per term and makes the wrong variants explicit, preventing terminology drift and reducing confusion in support content.

Teams managing large Help Centers, SaaS products with proprietary vocabulary, or multilingual documentation use the Glossary to maintain consistency at scale.

What a Glossary entry contains

Each entry has four fields:

• Term: the preferred wording everyone should use.
• Definition: what the term means.
• Negative (optional): a wording to avoid, clarifying what the term does not mean.
• Example (optional): a sentence showing correct usage in context.

The Negative field is what makes the Glossary actionable: pairing "HappySupport" as Term with "Happy Support" as Negative tells writers which variant is right and which isn't.

For Help Center–specific entries, you can also add translations of the term itself for each target language the Help Center supports. This keeps terminology consistent when articles are rendered in different languages.

How entries are scoped

The Glossary operates in two scopes:

Global entries are shared across your entire organization. They appear in every Help Center and can only be managed from the organization-level Glossary page. When viewing a Help Center's Glossary, global entries appear as read-only rows that can't be edited or deleted from that context.

Help Center–specific entries apply only to a single Help Center. They support per-language translations and blend with inherited global entries in the Help Center's Glossary view. Only these entries can be edited from within the Help Center.

How it fits into the product

The Glossary is accessible in two places. The organization-level Glossary page manages global entries that apply everywhere. Within each Help Center's settings, a dedicated Glossary panel shows both global entries (read-only) and Help Center–specific entries together, with a scope toggle to switch between views.

When adding or editing an entry, a modal lets you select the scope, fill in the term and definition, and optionally add negative examples, positive examples, and translations. The definition field includes an AI-powered assist button that can generate a definition based on the term and Help Center context.