Areas
Structure your workspace with areas, categories, and ticket forms.
Areas are the top-level organizational unit inside a workspace. Each area groups categories (tiles on the employee Home page), ticket forms, and visibility rules for who may submit requests.
Why areas matter
| Benefit | Example |
|---|---|
| Separation | IT, HR, and Facilities run independent queues |
| Scoped visibility | HR requests hidden from general staff on Home |
| Independent configuration | Different forms and workflow statuses per area |
Area permissions apply to the employee portal. Agents and admins see all areas in Studio and Tasks regardless of area rules.
How the hierarchy fits together
Workspace
├── Area: IT Support
│ ├── Category: Hardware → Form: New laptop
│ └── Category: Software → Form: App access
└── Area: HR
└── Category: Leave → Form: Time off request| Layer | Configured in | Purpose |
|---|---|---|
| Area | Studio → Areas | Department or service line; permissions |
| Category | Studio → Categories | Tile on Home; links to one or more forms |
| Ticket form | Studio → Ticket forms | Fields, routing, workflow statuses, approvals |
Every new workspace includes a default area with a General category and General Request form so employees can submit tickets immediately.
Employee experience
On Home, employees browse categories. When multiple areas exist, area tabs filter the category list. A category appears only if it has at least one active form the user is allowed to create.
Search on Home matches category names, form names, and knowledge-base articles (when enabled).
Area permissions
Configure under Studio → Areas → select an area → Permissions.
| Rule type | Effect |
|---|---|
| All | Every employee can see the area on Home |
| Only specific | Only listed groups or users |
| All except | Everyone except listed groups or users |
Combine area rules with group membership and form permissions to control both what employees can submit and what agents can work on.
Routing and assignment
Ticket forms define how new tickets are assigned:
- Fixed assignee
- Round-robin within a group
- Rules based on custom field values
Routing is configured per form in Studio → Ticket forms, not per area directly — but forms belong to categories inside areas.
Managing areas (admins)
- Create — Studio → Areas → New area.
- Add categories — Studio → Categories → assign to an area.
- Attach forms — Studio → Ticket forms → link categories.
- Set visibility — area permissions dialog.
- Reorder — drag areas and categories to control Home layout.
Delete an area: reassign or delete its categories first. The last remaining area in a workspace cannot be removed if it would leave the workspace without a submission path.
Groups and areas
Groups (Team → Groups) are referenced in:
- Area visibility rules
- Ticket form permissions (who may create or handle)
- Auto-assignment and approver presets
Use groups to model teams (e.g. IT L1, HR Operations) instead of naming individuals on every form.
FAQ
Should we start with one area or many?
One area is fine for small teams. Add areas when departments need separate Home pages, branding, or visibility boundaries.
What happens to existing tickets if I delete an area?
Tickets keep their data; categories must be moved or removed before the area can be deleted.
Can the same form appear in multiple categories?
Yes — forms can be linked to multiple categories when the same request type applies in different places.
Related
- Tickets — lifecycle and agent workflows
- Team & roles — groups and permissions
- Quickstart — first-week setup checklist
Updated about 2 months ago