Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Access | Admin |
A contextual workspace changes what an agent sees based on the ticket, so a returns ticket shows returns tools and nothing else.
What it changes
When a ticket matches conditions you set, the workspace switches: a particular form, a particular set of macros, and a particular set of apps in the context panel.
The agent does not choose it. It happens because the ticket is what it is.
Why it helps
Agents handling several kinds of work carry the whole configuration all the time: every macro, every app, every field. Contextual workspaces cut that to what is relevant, which shortens every choice they make.
The effect is largest where you have many macros. Choosing from twelve relevant ones beats searching eighty.
What it is not
- Not a permission. Hiding an app from a workspace does not stop anyone reaching it another way.
- Not routing. It changes what the agent sees, not who gets the ticket.
- Not a form. It can select a form, but the form still has to exist and be built properly.
When it is worth the setup
Once agents handle three or more genuinely different kinds of work in the same queue. Below that, the configuration costs more than it saves, and a well-ordered macro list does the same job.
Room is not the constraint: an account can hold 500 active workspaces, each with at most 10 conditions. Ten conditions is the number to watch, because a workspace that needs more than ten is usually two workspaces.
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