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Platform AdministrationWorkspace Setup

Workspaces vs. groups

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When to create a workspace

A workspace represents a distinct service environment with its own settings, agents, and access controls. Organizations should create a new workspace when:

  • Distinct business units or subsidiaries exist: If an organization operates multiple entities with independent service teams, policies, and workflows (e.g., separate HR, IT, and Facilities teams).

  • Geographic or legal separation: If teams operate in different regions where compliance, data residency, or service policies vary.

  • Service delivery is fundamentally different: If different parts of the business have unique workflows, automation rules, escalation paths, or approval processes and SLAs that don’t overlap.

  • Distinct reporting needs: Organizations that need strict separation of data and reporting.

When to create a group within a workspace

A group within a workspace is used to organize service teams that share common policies but need a way to structure ownership of tickets and responsibilities. Organizations should create groups when:

  • Functional teams exist within a department: For example, within an IT workspace, separate groups for L1 support, L2 support, Security, and Infrastructure teams.

  • Service specialization is needed: If certain requests require specific expertise but still belong to the same business function.

  • Access control is required within a workspace: If some teams should only see or manage specific types of requests (e.g., a Finance group within a General Services workspace handling only payroll inquiries).

  • Operational efficiency: If ticket routing, reporting, or automation needs to be aligned within a department but with team-specific rules.

  • Dual reporting needs: Groups are best when organizations need both macro (workspace) and micro (group) visibility.

Example scenarios

ScenarioWorkspaceGroup
A company with IT teams in the US and EU with different compliance rules✅ Yes (Separate workspaces per region)❌ No
An IT department with Helpdesk, Security, and DevOps teams❌ No✅ Yes (Typically IT groups within an IT workspace)
IT teams managing separate corporate and manufacturing environments✅ Yes (Different policies and infrastructure for corporate vs. factory IT)❌ No
Security teams handling IT security vs. physical security✅ Yes (Different processes to manage cyber risks vs. building access/safety)❌ No
An HR team managing Payroll, Benefits, and Recruitment❌ No✅ Yes (Typically groups within an HR workspace)
Facilities teams for different office locations with local vendors✅ Yes (Separate workspaces per location)❌ No