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 own routing rules to route requests from specific channels to a workspace
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 will learn from each workspace’s knowledge and use the workspace’s routing rules to route requests from specific channels to the workspace’s inbox.
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. This means that if your Assistant is added to a channel, but a routing rule is not set up for requests raised in the workspace, all requests raised in that channel will be routed to the primary workspace until a routing rule is created.
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.