Setting up a contextual workspace

Building a workspace, choosing its conditions, and the ordering rule that decides which one wins when two match.

Building a workspace, choosing its conditions, and the ordering rule that decides which one wins when two match.

Create a workspace

1. Open Admin Center, then Workspaces, then Agent tools > Contextual workspaces.
2. Click Create Workspace. The builder opens on six tabs.
3. Details: a title, a description, and the conditions that decide which tickets it applies to.
4. Layout, Ticket Form, Macros, Knowledge and Apps: what the agent gets to see. Knowledge takes default search filters, on brand, language, external source and article placement.
5. Click Save and activate.
6. Order it against the others.

Order decides the winner

Only one workspace applies to a ticket. Where several match, the first in the list wins. That makes ordering part of the design rather than housekeeping: put the most specific at the top and the general ones below.

Getting this backwards is the usual cause of a workspace that never seems to apply. You reorder by dragging the grabber at the end of a row.

Conditions that hold up

Base them on something stable about the ticket: the form, a category field, the brand, the group. Conditions built on status or priority change during the ticket's life, so the workspace switches under the agent while they work, which is disconcerting.

Test as an agent

Admins often see a different configuration. Open a ticket as an agent in the affected group and check that the right form, macros and apps appear. Then open one that should not match and check it does not.

The limits

Up to 500 active workspaces per account, with up to 10 conditions in each. Neither is a number most organisations approach, and if you are near either one the design is probably doing too much.

See also

• Contextual workspaces: the form adapts to the ticket
• Showing cards with extra information