Translation Glossary
Route: /org/resolve/settings?tab=glossary · Permission: Manage Helpdesk Settings
1. What it does
Pins how specific terms are translated, so machine translation does not mangle your product names and domain vocabulary.
Machine translation is confident and literal. Left alone it will translate your product name, your status names, and the term your industry uses for a specific thing — into something a customer has never seen.
2. How it spreads
3. Field reference — Add Glossary Term
| Field | Control | Required | Notes |
|---|---|---|---|
| Source term (English) | Text | ✅ | Placeholder e.g. Work Order |
| Target language | Text | ✅ | Placeholder e.g. French |
| Target term | Text | ✅ | Placeholder e.g. Ordre de travail |
Saved terms list as Source term · Language · Translation · Actions. Empty state: "No glossary terms yet."
A term needing five languages needs five rows. There is no "do not translate" switch — to keep a term unchanged, add a row per language where source and target are identical.
Product names, module names, status names, and industry terms with a specific local convention. Not general vocabulary — the translator handles that better than a glossary will.
4. Don't confuse this with…
| These two | Differ by |
|---|---|
| Glossary vs Deep Translate | The rules vs the action that applies them |
| Glossary vs localisation | Term overrides vs full UI translation |
5. Troubleshooting
| Symptom | Cause |
|---|---|
| A product name was translated | No glossary row for that language |
| Term correct in French, wrong in German | Rows are per language — add the second |