Workspace Setup
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:
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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).
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Geographic or legal separation: If teams operate in different regions where compliance, data residency, or service policies vary.
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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.
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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:
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Functional teams exist within a department: For example, within an IT workspace, separate groups for L1 support, L2 support, Security, and Infrastructure teams.
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Service specialization is needed: If certain requests require specific expertise but still belong to the same business function.
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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).
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Operational efficiency: If ticket routing, reporting, or automation needs to be aligned within a department but with team-specific rules.
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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 |