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# Workspaces vs. groups

> Decide when to create a new workspace and when to create a group within a workspace.

## 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

| **Scenario**                                                             | **Workspace**                                                                | **Group**                                          |
| ------------------------------------------------------------------------ | ---------------------------------------------------------------------------- | -------------------------------------------------- |
| 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                                               |