Set up contextual workspaces

A contextual workspace tailors the ticket screen to the ticket. For example, tickets in the Payments group show only payment macros, the payments form and the payments app.

Create a workspace

1. Open Admin Center, Business rules, Contextual workspaces and choose New workspace.
2. Enter a Name, for example “Payment Ops”.
3. Under Applies to tickets that, add conditions, usually the ticket’s group or form.
4. Under Macros, pick the shared macros agents see in the macro menu, or keep All shared macros. Personal macros always show.
5. Under Ticket form, pick the form whose fields the properties panel shows. Agents can’t switch forms while the workspace applies.
6. Under Apps, pick the sidebar apps that load, or keep All installed apps.
7. Save.

Order matters

Workspaces are checked in order, and the first active one whose conditions match wins. A workspace without conditions applies to every ticket that no workspace above it matched.

A workspace can also have its own ticket layout. See Customise the ticket layout.

Related

• Install an app
• Macros