Workspaces

What is a workspace?

A workspace brings several brands together under one company. Without one, each brand is its own team in Zuzana and your agents spend the day switching between inboxes. With a workspace, all your brands work as one.

What each brand keeps

• Its own AI: instructions, policies, workflows, knowledge and communication style.
• Its own markets.
• Its own channels: email addresses, chat widget, phone numbers and social accounts.

Every ticket still belongs to its brand and is answered as that brand.

One board for every brand

In the helpdesk, the brand switcher has a Workspace option that shows the tickets of every brand together, so your agents work them all from one place.

Access still follows the brand. An agent sees a brand's tickets only when they are a member of that brand, and nothing you share across the workspace changes that.

Share what you want, keep the rest separate

Departments, squads, access rules and tags can be defined once for the whole workspace, or kept per brand. Create one for every brand when you make it, or share an existing one with Share across workspace.

• Departments: one department across every brand, with one member list. Each brand can have its own default, and the workspace can have a catch-all.
• Squads: one squad and one member list for every brand. A member is only routed conversations of the brands they belong to.
• Access rules: a shared rule narrows what its assignees handle, in every brand.
• Tags: a shared tag is defined once. A brand can override it with its own tag of the same name.

See how each brand is doing

Go to Settings → Advanced → Workspace. It compares your brands side by side on any metric, the last 30 days by default, and shows everything that is shared: tags, squads, departments, access rules, who covers which brand, and where a brand departs from the shared setup.

Admins of any brand in the workspace can open it, and it looks the same from every brand.

Getting a workspace

Workspaces are set up by us. Contact us to have your brands joined into one, then find it in Settings → Advanced → Workspace.