Workspace Setup

A workspace is a fully isolated support environment within your organisation. Tickets, agents, automations, and analytics in one workspace do not affect others, unless you are using the cross-workspace roll-up reports available on Growth and Enterprise plans.

Typical workspace structures: one per game title, one per region (NA/EU/APAC), or one per platform (PC, console, mobile). Choose the model that best matches your team structure and escalation paths.

Workspaces share your organisation's billing and user directory, but each workspace has its own invite list. An agent must be explicitly added to a workspace before they can view or manage its tickets.

From the organisation dashboard, click New Workspace. Enter a name, select a timezone, and optionally upload a workspace logo. The logo appears in the sidebar and in email signatures sent from this workspace.

After creation, you are taken to the workspace setup checklist. The checklist covers: connecting at least one channel, setting an SLA policy, and inviting a first agent. None of these steps are mandatory to skip, but completing them unlocks the full Inbox experience.

Workspace names must be unique within your organisation. Names can be edited later from Settings → Workspace → General without affecting URLs or ticket references.

The Settings panel for each workspace is split into General, Channels, SLA, Agents, Automations, and Integrations tabs. Changes are saved immediately and take effect on the next incoming event.

The General tab lets you update the workspace name, timezone, default language, ticket ID prefix (e.g. "ROA-" for Realm of Ashes), and the reply-from email display name used in outbound emails.

Under Integrations, you can connect third-party tools such as Slack (for notifications), Jira (for escalation tickets), and your custom webhook endpoint for real-time event streaming.

SLA policies define response time targets and business hours for tickets in this workspace. Navigate to Settings → SLA → New Policy. Enter a policy name, set First Response and Resolution targets in hours, and define your business hours calendar.

Policies can be applied by ticket priority (Critical, High, Normal, Low) or by channel. For example, you might set a 1-hour first response for Discord tickets tagged Critical, and a 24-hour target for all Normal-priority email tickets.

When an SLA is breached, the ticket turns red in the queue and escalation rules can automatically reassign or notify a manager. SLA performance is tracked on the Analytics → SLA Reports page.

Go to Settings → Agents → Add Agent. You can select from the organisation-level user directory or send a new email invitation. New invitees receive a workspace-scoped link, not an organisation admin link.

Agent roles in a workspace are independent of their organisation role. An organisation Admin can be a plain Agent in a specific workspace if that is appropriate for your team structure.

Agent capacity limits are set on Growth and Enterprise plans — you can cap the maximum number of open tickets assigned to any single agent to prevent overloading. Capacity settings live under Settings → Agents → Capacity.

On Growth plans you can create up to five workspaces; Enterprise is unlimited. From the top navigation, use the workspace switcher dropdown to move between workspaces without logging out.

Cross-workspace analytics aggregate data from all workspaces you have access to, giving leadership a single view of total ticket volume, SLA health, and agent utilisation. This view is read-only and cannot be used to manage individual workspaces.

Automations and SLA policies are workspace-local and cannot currently be cloned between workspaces. A bulk-clone feature is on the roadmap for Q3. In the meantime, use the API to script duplication of automation rule definitions.