A business workspace is a workspace that is created primarily to manage service management operations for non-IT teams such as HR, Facilities, Legal, Finance, etc. 


TABLE OF CONTENTS

A

Creating business workspaces

  • A workspace created using the HR, Facilities, Legal, Finance, and General workspace templates would be a Business workspace. 

  • If you use the blank template and choose anything other than IT as the primary business function, then the workspace created would be a business workspace. 

A 

Ticket types supported in business workspaces 

Business workspaces allow you to enable only one ticket type at a time from these four options  - Case/Query/Issue/Request. There is no functional difference between these options but each of them add a different prefix to your ticket ID. For eg: If 'Request' is enabled, your ticket ID will be prefixed like this 'REQ - 123'.


Learn more about the functionalities supported by these ticket types. 

Features supported in business workspaces

The features listed below will be available in business workspaces if they are available in your subscription plan.


Feature name

Availability

Additional comments

Ticket management

✅


Knowledge Base

✅


Service Catalog

✅


Task Management

✅


Analytics

✅


Asset Management

✅

On Pro/Enterprise plans, this is available only for IT agents


Example: If your facilities team has agents that need to work on asset management, you will have to assign the IT license to them so that they can add/remove assets from tickets in the Facilities workspace. Business agents will only be able to view assets that are already added to tickets and not edit them.

Contract Management

✅

On Pro/Enterprise plans, this is available only for IT agents

Purchase Order Management

✅

On Pro/Enterprise plans, this is available only for IT agents

Advanced Admin Privileges (Sandbox and Audit logs)


✅

On the Enterprise plan, this is available only for IT agents

Problem Management*

❌

Not available for IT or business agents

Change Management*

❌

Not available for IT or business agents

Alert Management*

❌

Not available for IT or business agents

Release Management*

❌

Not available for IT or business agents

IT Operations Management (IT, Oncall, Services etc) *

❌

Not available for IT or business agents


* Business workspaces present in your account will not show up in the workspace selection drop-down field for features that are not supported in business workspaces.


Note: Projects are not assigned to workspaces; instead, their visibility depends on whether they're private or public. You can adjust visibility at a project level via project settings.

Agent permissions in business workspaces

Starter and Growth Plans: Agents can access all the modules that are available in business workspaces.


Pro and Enterprise plans: Both IT agents and Business agents can be given ‘manage’ ticket access in Business workspaces. However, IT agents get access to certain additional capabilities as highlighted in the section above.


Here is the detailed set of differences between an IT agent and a Business agent. 


Read how a business workspace is different from an IT workspace.