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. 


Creation of a Business workspace

  • 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. 


Ticket types supported in a Business workspace 

Business workspaces support only Cases (which can be prefixed as Queries/Issues/Requests). Learn more about the differences between ticket types. 

Features supported in business workspaces

Feature name

Availability

Additional comments

Ticket management

✅


Knowledge Base

✅


Service Catalog

✅


Task Management

✅


Analytics

✅


Asset Management

✅

Available only for IT agents

Example: If you have the facilities team in Facilities workspace and you have cases with attached assets. Only facilities agents on a full-time IT license (known as IT agents) will be able to attach assets. Business agents will only be able to view assets. 

Contract Management

✅

Available only for IT agents

Purchase Order Management

✅

Available only for IT agents

Advanced Privileges (Sandbox and Audit logs)

✅

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.

Projects are not assigned to workspaces; instead, their visibility depends on whether they're private or public. You can adjust visibility in Project Settings.

Agent permissions in Business workspaces

IT agents and Business agents can be given ‘manage’ ticket access in Business workspaces.

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-type workspace.