Note: Applicable only for accounts in which workspaces have been enabled.
When you create more than one workspace within a freshservice account, there exist two types of admin settings.
Global settings that apply across all the workspaces created within an account
Local (or) Workspace level settings that apply only to the specific workspaces
Click here to learn more about workspaces
Admin configurations across global and workspace settings:
The table below is a detailed view of the admin configurations that can be configured only at a global level, only at a local level and at both global and local levels.
Agent Groups Email Settings and Mailboxes Priority Matrix Form Templates Tags Closure Rules Change Lifecycle Service Catalog Scenario Automation Canned Responses Scheduler Custom Objects Alert Rules Monitoring Tools On-Call Schedules |
Here's a quick overview of how your configurations will change when you have multiple workspaces:
TABLE OF CONTENTS
- Form fields
- SLA Policies
- Business Hours
- Workflow automator
- Business rules
- Marketplace APIs and Applications
- Audit Log
- Email Notifications
- Email Settings and Mailboxes
- Tags
- Satisfaction Survey
- Service catalog
- Supervisor rules
- Scenario Automation
- Canned Responses
- Credentials
- Asset management
- Asset Discovery
- IT Operations Management
Form fields
Click here to understand how to configure form fields.
Form fields created at a global level will be available across all workspaces.
Form fields setup at a workspace level will be available/visible only in that particular workspace.
Workspace admins can hide or show global fields within their workspace as per their requirements. In order to do that, workspace admins can use business rules to hide the specific global fields or choices that are irrelevant to their workspace.
All fields created at a global level will have a global tag next to them within the workspace field manager settings.
Default form fields like requester, subject, status, priority and category are a part of the global form fields.
The order in which the fields are organized can be rearranged as per the local workspace requirements.
Content fields and dynamic sections can be configured only at a workspace level and cannot be configured for global form fields.
The visibility of form fields created at a workspace level is limited to that particular workspace, while the global form fields can be accessed/visible across all the workspaces.
SLA Policies
Click here to understand how to configure SLAs.
Workspace admins can create SLA policies at a workspace level.
Global SLA policies apply to tickets across all workspaces
Default SLA policy is created and enabled by default at the global level.
Order of execution: The SLA policy for the ticket is determined by the local SLA policies created for a specific workspace. If the specified conditions in the local SLA policies do not match, then it follows the global policy. If both do not apply, then the default SLA policy becomes applicable to the ticket.
Business Hours
Click here to understand how to configure Business Hours.
Workspace admins can create Business hours at a workspace level.
Global business hours apply to tickets across all workspaces
Default Business hours are created and enabled by default at the global level.
Order of Execution: The business hours for the ticket are determined by the local business hours configured for a specific workspace. If the specified conditions do not match, then it follows the global business hours. If both do not apply, then the default business hours become applicable to the ticket.
Workflow automator
Click here to understand how to configure a workflow automator. Workspace admins can view the list of global and local workflows applicable to their workspace.
Order of Execution: The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow.
For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description.
Business rules
Click here to understand how to configure a business rule.
Global business rules are only viewable for workspace admins
Workspace admins can create business rules at a workspace level.
Order of execution: The global rules execute first, followed by the workspace-level rules, to allow for the workspace-level rules to take precedence over the global rules.
Marketplace APIs and Applications
Marketplace Apps exist at the Global level, meaning that they can be configured for the entire account and not at the individual workspace level.
Any existing APIs used within these apps that do not have the necessary workspace context will default to the primary workspace. For example, Apps that reference the ticket fields API will produce a list of ticket fields belonging to the primary workspace. Apps that use the list tickets API will list tickets belonging to the primary workspace.
Audit Log
Audit logs can be used to track configuration changes that are done both globally and locally. Learn more.
Configuration changes made at the workspace level will be tracked locally. The global audit log will track all changes made globally as well as locally to track workspace-level configuration changes. Account-level admins will have filters to filter workspace-specific changes.
Email Notifications
Click here to understand how to configure email notifications.
Configurations for tickets and projects that cut across all workspaces can be configured globally.
For example, user activation and agent activation emails that apply to the entire account can be configured globally.
To configure notifications specific to your workspace, you can configure email notifications at the workspace level.
Email Settings and Mailboxes
Each workspace can have its own support emails that can be configured.
In case you want to use the same support email across all workspaces, you can configure a unified service desk email for the primary workspace and use global workflow automations to route tickets to the right workspace based on the content of the email.
Tags
Tags can be configured only at a local level. Tickets across workspaces can have the same tags. However, tags will not be auto-suggested in a workspace if they are not specifically configured in that particular workspace.
Satisfaction Survey
Click here to understand how to configure satisfaction surveys.
Surveys can be configured both at a global and local level.
Order of execution: Local surveys are executed first, followed by global surveys. The first survey to match the conditions gets triggered.
Service catalog
Click here to understand how to configure the service catalog.
Every workspace can maintain its own list of service items. The order of workspace service categories displayed in the support portal follows the order in which workspaces are created. The order of service categories and items within a workspace can be configured at a workspace level.
Supervisor rules
Click here to understand how to configure supervisor rules. Workspace admins can view the list of global and local rules applicable to their workspace.
Order of Execution: The global rules execute first, followed by the workspace-level rules, to allow for the workspace-level rules to take precedence over the global rules.
Scenario Automation
Click here to understand how to configure scenario automations. They can be configured at a workspace level only.
All scenario automations (both personal and shared) across workspaces that an agent has access to will be populated within the scenario automation settings.
Canned Responses
Click here to understand how to configure canned responses. They can be configured at a workspace level only.
All canned responses across workspaces that an agent has access to, will be populated within the canned responses settings.
Credentials
Click here to understand how to configure credentials.
They can be configured both at the global and workspace level. Global credentials can be used anywhere within the service desk, while local credentials can be used only within that particular workspace’s workflows.
Asset management
Click here to understand how to manage assets.
Assets configurations exist only at a global level, while the assets can belong to different workspaces. Defining fields for asset types, vendors, and purchase orders, for instance, can only be done at the global level and are thus common to all workspaces.
Asset Discovery
Click here to understand how asset discovery works.
Any asset discovered via agent/probe will be a part of the primary workspace by default.
IT Operations Management
- Alert Management: Users can create monitoring tool integrations and alerts rules for workspaces that they have access to. Alert rules will create incidents in the same workspace as the alert. Users will be able to view alerts from across all workspaces that they have access in the alert list view.
- Service Health Monitoring: Users will be able to create and manage services for the workspaces for which they have access to.
- On-Call Management: Users will be able to create and manage on-call schedules in the workspaces they have access to.
