Desk Glossary: Translation without rules is just expensive guessing

Every industry has terms that must stay precise. "Dasher" is a job title, not a generic courier. "Sprint" is a two-week cycle, not a run. "Prior authorization" is an insurance workflow, not a polite request. "Wire transfer" means something different in the US than "Bank transfer" in the UK. Addresses shouldn't become foreign streets. UI labels need to match what users actually see on screen.

The list goes on. "Surge pricing" in ride-sharing. "Backlog" in SaaS. "Confirmation number" in travel. "Loot box" in gaming. "Deductible" in insurance. "Add to cart" in e-commerce. Brand names, feature names, role titles, status messages, error codes, compliance terms—every industry has language that can't be left to guesswork.

Today, we're releasing Glossary in Desk—giving you full control over how your terms translate across languages and regions.

How it works

• CSV-based management: Upload your terms, descriptions, and translations in one file. No complex setup, no dev work required.
• Do Not Translate rules: Lock terms that should never change—brand names, addresses, compliance terms like "HIPAA" or "SDK"—so they stay exactly as-is.
• Contextual matching: Add descriptions so the engine knows "Order" means a food delivery request, not a command. Right translation, every time.
• Country-level localization: US customers see "Wire transfer" while UK sees "Bank transfer." One glossary handles regional differences across 15+ languages.
• Instant updates: Change a term and it applies to all tickets immediately—even ongoing ones. No syncs, no stale translations.

Glossary ensures your support team speaks your product's language—in every language.