Company glossary

The Company glossary card is where administrators give QuantumOps their own vocabulary, plus the e-mail phrases and link domains it should ignore, for use when it categorises, analyses and researches tickets. It sits on the Research & Docs tab of Q-Director Settings.

Before you start: you need the Administrator or the Q-Director Configuration role. The card saves its own rows, so the page's Save Changes button is not involved.

Why a glossary helps

The AI reads each ticket without knowing your shorthand. A number inside a category name, a product nickname or the name of an internal system can mean something specific to you that a general reader would guess wrong. A term in the glossary tells the AI what the word means in your company. E-mail signatures and tracking links, on the other hand, add noise that the AI would otherwise read as part of the ticket. Ignore rows take that noise out before the AI sees it.

Add a term

1. Open Research & Docs and find the Company glossary card.
2. Leave Type on Term — what a word means.
3. Enter the Term, for example 0.25.
4. Enter the Meaning, for example In category names: the time estimate in hours (0.25 = 15 minutes). Never a score. Every term needs a meaning, because that is what the AI reads.
5. To limit the term to one client, pick the client under Client (optional). Type in the box above the list to filter the clients. The list shows up to 300 clients, so type part of a name to find the others. Leave All clients to use the term for every ticket.
6. Keep Active ticked and select Add to glossary.

A message confirms the row, and new ticket analyses use it within two minutes. The client list shows the clients QuantumOps already knows from your tickets.

Limits: a term can be up to 200 characters and a meaning up to 1,000. You cannot add the same text twice with the same type for the same client, or twice for all clients. A glossary holds up to 500 rows. At most 40 terms reach any one ticket: the terms mentioned in the ticket come first, then the client's own terms, then the rest.

Remove noise from e-mails

Two row types clean up e-mails before the AI reads them.

• Ignore phrase — remove its line from e-mails. Enter a phrase, such as a signature tagline like Proud sponsor of the county fair. QuantumOps removes the line that contains it. In a line longer than 300 characters, such as an e-mail body that arrives as one line, it removes only the phrase. A phrase needs at least 4 characters, so it cannot remove ordinary lines by accident.
• Ignore domain — remove its links from e-mails. Enter a domain, such as acme-marketing.com. QuantumOps removes the links to it. You can paste a whole link, and QuantumOps keeps only the domain.

For these two types, the second box becomes Note (optional). Use it to remind your team why the row exists. The AI never sees it. QuantumOps always removes booking links, such as those from Calendly and Microsoft Bookings, without a row.

Add them the same way as a term: choose the Type, fill in the phrase or domain, choose a client or All clients, and select Add to glossary.

Pause, edit or delete a row

Each row shows its type, its text, its meaning and the client it applies to.

• To pause a row, select the pen to edit it, untick Active and select Save changes. The row shows (paused) and the AI stops using it. Tick Active again to bring it back.
• To change a row, select the pen, edit the fields and select Save changes. Select Cancel edit to leave without saving.
• To delete a row, select the bin icon, then Confirm delete. Select Keep to cancel.

See what the AI reads

Open What the AI reads (all-client terms) under the list. It appears once you have at least one active term for all clients. It shows the block of terms that applies to every client, in the form the AI receives it. Terms you limited to one client are added for that client's tickets only.

Examples of useful entries

Related pages

• Q-Director: research and documentation covers the rest of the Research & Docs tab.
• How ticket analysis works describes what the AI does with a ticket.