The application uses distinct terms for project settings, document records, queues, threads, and replies.
What these terms mean
The three application surfaces are Project, Document, and Desk. A Project surface contains the identity, repository, and documentation-generation settings for a project. A Document record is the reader-facing page for a document's content, metadata, and available viewer actions. Desk is the workspace for sorting support threads into queues, opening a thread, and composing a reply or internal note.
| If you need to… | Go to |
|---|---|
| Understand project identity, repository, and documentation-generation settings | Understand project terms |
| Read or act on a document record | Understand document terms |
| Work with queues, threads, and replies | Understand Desk terms |
| Move between the application's main destinations | Navigation basics |
| Understand the project workspace | Projects overview |
| Manage project settings | Manage project settings |
| Organize and open documents | Documents overview |
| Create or edit a document | Create and edit a document |
| Understand the Desk surface | Desk overview |
| Work from Desk | Work from Desk |
| Review Desk states and actions | Desk states and actions |
Before you look up a term
Use the surface name as your first clue when you look up a term. Identify whether your work concerns project settings, a document record, or a support thread before choosing a terminology group.
Find the relevant surface
Use this procedure when you know the work you need to do but are unsure which terminology group applies.
Prerequisites
- Know whether you are working with project settings, a document record, or a support thread.
Steps
-
Choose the matching destination from the table below.
If you are working with… Continue to… Project identity, repository, or documentation-generation settings Understand project terms A document's content or viewer actions Understand document terms Queues, threads, replies, or Desk statuses Understand Desk terms -
Open the matching destination from the application's navigation.
If you chose… Open… Project or Document The record from its application destination Desk the Desk workspace
Result: You are using the terminology group for the surface you need to understand.
Understand project terms
The Project Name, Description, and Slug identify the project. Repository URL and Default Branch identify the source location and branch used for documentation work.
| Label | What it identifies |
|---|---|
| Project Name | The project's displayed name |
| Description | The project's descriptive text |
| Slug | The URL-friendly identifier for the project |
| Repository URL | The project repository |
| Default Branch | The branch used for documentation generation |
| Let documentation create records in this application | Whether documentation may create records in the application |
The Manual Style choice has four options:
| If you want the documentation style named… | Select |
|---|---|
| Enterprise | Enterprise |
| Mid-market | Mid-market |
| Corporate | Corporate |
| SaaS | SaaS |
Project settings appear when the Settings tab is active. The project surface can also show the following status messages:
| Situation | Message |
|---|---|
| The project is loading | Loading project… |
| The project cannot be loaded | Project failed to load. |
| The project record is absent | Project not found |
| The latest project change is saved | Saved |
| A project change is being saved | Saving… |
| Changes are waiting to be saved | Unsaved changes |
Understand document terms
The Document record page presents the document viewer rather than input fields. Use the document editing page when you need to change the document.
| Action | What it does |
|---|---|
| Copy link | Copies the current document URL |
| Opens the browser print flow | |
| Edit | Opens the document editing route |
When the document contains headings, the viewer includes a table of contents. The viewer can show these loading and error messages:
| Situation | Message |
|---|---|
| The document is loading | Loading document… |
| The document cannot be loaded | Document failed to load. |
| The document record is absent | Document not found |
Continue with Documents overview to learn how documents are organized, or use Create and edit a document when your task is to change a document.
Understand Desk terms
The queue labels are Needs first response, Needs next response, Investigating, Waiting for customer, Paused for later, and Done today. The view labels are Triage, Your threads, and Unassigned.
| If you need to… | Use |
|---|---|
| Find threads waiting for an initial reply | Needs first response |
| Find threads waiting for another reply | Needs next response |
| Review active investigation work | Investigating |
| Review threads waiting for the customer | Waiting for customer |
| Review threads paused for later | Paused for later |
| Review threads completed today | Done today |
| Review the triage view | Triage |
| Review your threads | Your threads |
| Review threads without an assignee | Unassigned |
Within a thread, Draft with AI creates a draft from a knowledge-gap card. The composer uses Internal note for team-only notes, Attach for attachments, Preview for a customer-view preview, Send for a reply, and Send & done for a reply that also completes the thread.
| Situation | What appears |
|---|---|
| A knowledge gap is available in the applicable queue | Draft with AI |
| The composer is in team-only mode | Internal note |
| Attachments are unavailable | Attach is disabled |
| A reply has text to preview | Preview |
| A reply is ready to send | Send and Send & done |
| The selected queue has no threads or knowledge gaps | Nothing here and This queue is clear. |
| A queue has no threads but new work can arrive | New threads land in Triage and Needs first response. |
| No thread is open | No thread open |
| The open thread has no reporter email outside internal-note mode | No email on file — the customer can only see this on their tracking page. |
The knowledge-gap cards appear in Triage or Needs first response when gap data exists. The no-email warning appears when the open thread has no reporter email and the composer is not in internal-note mode.
Continue with Desk overview for the Desk surface, Work from Desk for the working procedure, or Desk states and actions for status transitions.
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