Last updated: 2024-05-21

Source: https://support.freshservice.com/support/solutions/articles/50000009760-what-is-an-it-workspace-

An IT workspace is a workspace that is created primarily to manage IT service management operations.

Creating IT workspaces

  • A workspace created using the IT workspace template would be an IT workspace.
  • If you use the blank template and choose IT as the primary business function, then the workspace created would be an IT workspace.
  • The primary workspace, which is created as the default workspace in your account, is always an IT workspace.

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    Ticket types supported in IT workspaces

  • IT workspaces support Incidents, Service Requests, and Major Incidents.
  • Case/Query/Issue/Request ticket types are NOT available in IT workspaces and are only available in business workspaces.

    • Learn about the differences between these ticket types.

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    Features supported in IT workspaces

  • IT workspaces grant access to all the features available as per your subscription plan.
  • If you compare them with Business workspaces, IT workspaces additionally grant access to certain IT-specific features (Problem, Change, Release, Alert, and On-Call Management) that are not available in Business workspaces.

    • Agent permissions in IT workspaces

    Starter and Growth Plans: Agents can access all the modules that are available in IT workspaces.

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  • IT agents : An IT agent can be given any permission in the IT workspace, be it related to administering the workspace or managing tickets.
  • Business agents: A business agent can only do the following in IT workspaces:

    • - View tickets, tasks, and related reports. - Add private notes to tickets - View solution articles.

    Business agents cannot be assigned:

  • Tickets.
  • Admin permissions.

    • Here is the detailed set of differences between an IT agent and a Business agent.

    Read how an IT workspace is different from a Business workspace.