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 Contextual workspaces.
2. Add a workspace and name it after the work it covers.
3. Set the conditions: which tickets it applies to.
4. Choose the form, the macros and the apps it presents.
5. Activate it.
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.

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.

See also

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