Overview

Workspaces are dedicated service environments that let different departments - like Support, HR, Facilities, Finance, or Legal - run their own service desk within a single, unified platform. Each workspace works as a self-contained space with its own Categories, KB articles, SLAs, and permissions, tailored to how that team operates. This keeps each department's data and processes separate, while everyone still benefits from the same underlying platform. The result is a scalable way to extend service management beyond IT to any team.

Getting started with Workspaces

To start using the Workspaces feature, you need to enable it in the Service Desk Global Settings.

As soon as it is enabled, Workspaces can be configured and managed under the Matrix42 Enterprise Service Management → Service Desk → Manage Workspaces. The navigation item is visible regardless of which Workspace the user is in, the same as if there is no Workspace available.

Creating a new Workspace

1. Go to Matrix42 Enterprise Service Management → Service Desk application.
2. In the navigation area, click Manage Workspaces.
3. On the toolbar, click + Add Workspace. A properties dialog opens.
4. Enter detailed information about the Workspace:

General

• Title: Unique name of the Workspace
• Description: Specify the description of the Workspace
• Icon: Select the icon, which will be shown near the Workspace title in the Workspace selector
• Workspace Lead: Specify the responsible user of the Workspace
• Type: Select the type of Workspace:
  - IT Services
  - Business Services
  - Customer Support
• Visibility: Select the visibility of the Workspace:
  - Public: Workspace is visible for all users who have access to the Service Desk
  - Private: Workspace is visible only for the users who are in a specific role
• Activated: Specify whether Workspace should be active (and then be visible based on the Visibility value)
• Categories: Select the root Categories, whose children will be accessible in the Workspace
  

  Each root Category can have only one linked Workspace. In case the user selects the Category already used in another Workspace, Activities and data related to this Category or its children will not be shown in the previous Workspace, and instead, will be shown in the new Workspace. All Activities and other data in the Service Desk app will be filtered based on the selected Categories.

   
• Roles: Select the Roles that should have access to the Workspace. The field is visible and applies only when the Workspace is marked as Private

Default Settings

• Default Category: Select the Category, which will be predefined when creating Activities in the Workspace
• Default Responsible Role: Select the Role that will be predefined as the Responsible Role when creating Activities in the Workspace
• Default Change Template for Non-Standard Changes: Select the Change Template that will be predefined when creating Change Requests in the Workspace
• Sender Address for Activities: Specify the default sender address that will be predefined in the Send e-mail action, which is performed for Activities.

Click Save & Close to apply changes.

Workspace selector

As soon as Workspaces are enabled in Service Desk Global Settings, Service Desk users will see the Workspace Selector, located in the navigation area, at the bottom left corner.

Using this selector, users can switch between the available Workspaces.

How the filtering between workspaces works

The main isolation layer between different Workspaces comes from Categories, defined in the Workspace configuration. 
When creating Activities, Category is a mandatory default value.

In case the Category value can not be defined (for ex. Quick Calls or different Templates), data will be directly filtered by Workspace relation, which is set based on the Workspace it was created in.

If the Service desk user has no permission to any Workspace, data in Service Desk will not be loaded, so the user will see an empty Service Desk.

UI components are assigned to workspaces based on roles configured on the workspace settings page, regardless of whether the workspace is public or private. Users cannot view UI elements unless those elements are included in the workspace’s role-based access configuration, even if they have other access rights.

Also, learn more about OOTB predefined Workspaces (templates) that are ready to use: Workspace Templates.