Managing workspaces and users

A dedicated workspace for every team allows teams to collaborate more effectively. They can manage their own requests, federated knowledge sources, workflows, and forms. This way, IT teams can focus on just IT requests, and HR teams can focus on just HR requests without the distraction of other teams’ requests and workflows and forms. We’d recommend you create a workspace for every service team that works with employees like IT, HR, Legal, and Finance and a workspace for cross-functional projects like PoSH committees.

What’s specific to a workspace?

A workspace can have:

Its own knowledge sources for the AI Assistant
A Service catalog with a list of services offered by the team
A dedicated request inbox
A dedicated user management page
Its participation in request and incident routing. Service requests and catalog-based incidents follow their catalog-to-workspace mappings, while general requests and general incidents can use the configured workspace routing mode, including Smart Routing, Smart Suggestion, or requester selection when multiple eligible workspaces exist.
Its own request fields so every team can track whatever information they need for a request
Forms to collect the employee information they need to collect through employee journeys
Workflows they want in place for their requests
Its own SLAs

What is not specific to a workspace?

Journeys
Your AI Assistant. The Assistant learns from each workspace’s knowledge and uses workspace routing configuration for general requests and general incidents, including Smart Routing and Smart Suggestion. Service requests and incident catalog items follow the workspace mapped to their selected catalog item.

Setting up a workspace

Navigate to Settings > Workspaces in the Organization tab.
Click on Add to enter a workspace name, description, and logo.
Select the primary team this workspace is for.

IT workspaces include all modules like Changes, Incidents, and Problems. Non-IT workspaces (such as HR or Finance) support only Requests and Service requests. All other features including permissions, groups, SLAs, and business hours, work the same across workspace types.

Once you do, please make sure to choose a workspace admin. A workspace can have multiple admins.

Note: The first workspace you create is the primary workspace for the account. Request routing is configured separately in Assistant > Workspace Routing for eligible requests and incidents that are not mapped through a service catalog or incident catalog item.

Workspace agents and workspace admins can also see additional workspaces beyond their usual list when they raise general requests or general incidents into teams they work with directly.

Managing workspace users

Go to Settings > Your workspace > Users.
Click on Add a user. When you add a user, you can choose their role. The workspace roles are workspace agent, workspace analyst and workspace admin.

Agent Groups

Admins can manage three types of groups in a workspace: Open, Restricted, and Private.

Open groups: Requests assigned to an Open group are available to all agents in a workspace. All agents can view, be assigned to, reply to, comment on, or update these requests. All groups are Open by default.
Restricted groups: Requests assigned to a Restricted group are fully editable only by agents who are part of the group. Other agents in the workspace can view these requests and add private comments, but cannot reply directly to requesters.
Private groups: Requests assigned to a Private group are accessible only to agents within that group. Agents outside the private group cannot view these requests.

Note: Groups can use round-robin assignment to distribute requests among group members. Round-robin skips agents whose profile status is Away. Learn more in Manage agent availability.

What’s specific to a workspace?

A workspace can have:

Its own knowledge sources for the AI Assistant

A Service catalog with a list of services offered by the team

A dedicated request inbox

A dedicated user management page

Its participation in request and incident routing. Service requests and catalog-based incidents follow their catalog-to-workspace mappings, while general requests and general incidents can use the configured workspace routing mode, including Smart Routing, Smart Suggestion, or requester selection when multiple eligible workspaces exist.

Its own request fields so every team can track whatever information they need for a request

Forms to collect the employee information they need to collect through employee journeys

Workflows they want in place for their requests

Its own SLAs

What is not specific to a workspace?

Journeys

Your AI Assistant. The Assistant learns from each workspace’s knowledge and uses workspace routing configuration for general requests and general incidents, including Smart Routing and Smart Suggestion. Service requests and incident catalog items follow the workspace mapped to their selected catalog item.

Setting up a workspace

Navigate to Settings > Workspaces in the Organization tab.

Click on Add to enter a workspace name, description, and logo.

Select the primary team this workspace is for.

Once you do, please make sure to choose a workspace admin. A workspace can have multiple admins.

Workspace agents and workspace admins can also see additional workspaces beyond their usual list when they raise general requests or general incidents into teams they work with directly.

Agent Groups

Admins can manage three types of groups in a workspace: Open, Restricted, and Private.

Open groups: Requests assigned to an Open group are available to all agents in a workspace. All agents can view, be assigned to, reply to, comment on, or update these requests. All groups are Open by default.

Restricted groups: Requests assigned to a Restricted group are fully editable only by agents who are part of the group. Other agents in the workspace can view these requests and add private comments, but cannot reply directly to requesters.

Private groups: Requests assigned to a Private group are accessible only to agents within that group. Agents outside the private group cannot view these requests.

Note: Groups can use round-robin assignment to distribute requests among group members. Round-robin skips agents whose profile status is Away. Learn more in Manage agent availability.