Key concepts in Supahelp
Updated September 21, 2026 · 2 min read
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This glossary explains the terms you'll see throughout Supahelp. Knowing them makes the rest of the documentation easier to follow.
Updated September 21, 2026 · 2 min read
This glossary explains the terms you'll see throughout Supahelp. Knowing them makes the rest of the documentation easier to follow.
Your company's account in Supahelp. A workspace contains your Knowledge Base, request form, requests, contacts, members, teams, and billing. Each workspace has its own address, for example acme.supahelp.app.
Your public help center. Customers use it to search and browse articles and find answers without contacting you. It's also the main entry point to your request form.
A page is a piece of content you create in the Knowledge Base Editor. Once a page is placed in your navigation and published, customers see it as an article in your Knowledge Base.
A group of related articles, such as "Billing" or "Getting started". In the editor, topics are the groups in your navigation. Customers see each topic as a collection page and as a card under Browse topics on your home page.
A private area in the Knowledge Base Editor for drafts and imported pages. Pages in Page storage are never shown to customers, even when you publish. Move a page into the navigation when it's ready to go live.
Saving your changes keeps them as a draft. Publishing creates a new public version of your help center that customers see immediately.
The public form customers use to contact your team. Customers choose a request type, enter their name and email, and answer the questions you've configured. You can link to it from your Knowledge Base with Request for Help.
Every request has one of four types: Bug report, Help, Feature request, or Feedback.
The set of questions customers answer for one request type, grouped into question pages. You edit forms in the Request form Editor and publish them to update the form.
A single customer issue or message your team tracks from submission to resolution. Requests have a status, severity, type, assignee, and team.
A customer record with a name, email address, and optional company and role. Every request is linked to a contact.
A group of members who work a shared request queue, such as "Support" or "Billing". Every request belongs to one team.
The first team created when your workspace is set up. Requests from your public request form go to this team, and it can't be archived.
Every new workspace gets 14 days with everything in Essential. Upgrade before it ends to keep your help center live.
A member is a person with access to your workspace. Their role (Owner, Admin, Editor, or Member) controls what they can do.
The allowance used by AI features such as request summaries. Your plan includes a set number of credits.