Workspaces

You can create and configure workspaces to assign different incidents to different teams. This enables you to assign cases based on responsibilities – where only the teams and users responsible for particular cases can see and act on those cases.

Workspaces serve as containers or partitions for grouping different cases and enable you to manage cases more efficiently across multiple teams, and also within teams. They provide the flexibility to assign particular incidents to specific teams, restricting access and control to only the teams and users that need it. For example, you might create and configure a workspace for the Tier 1 team and a second workspace for the Tier 2 team. Within these two workspaces, each team manages their cases separately and independently.

Within each workspace, you can set up and assign workspace roles to ensure that appropriate permissions are granted to particular users. Workspace roles are a set of incident-based permissions granted to users in the context of particular workspaces. For example, you might want to assign View, Edit, and Delete permissions to a team lead role in a workspace, while granting only View and Edit permissions to other users within that workspace. You can re-use workspace roles across workspaces. For example, you can create a ‘Team Lead Workspace Role’, and use this role to grant the same permissions to team leaders in a number of workspaces.