Core Concepts
Workspaces and Teams
How workspaces, inboxes, and team roles work together in Ticket0.
Workspaces
A workspace is the top-level organizational unit. It contains:
- Inboxes — email addresses and chat widget channels that receive incoming support requests
- Team members — agents and admins who handle tickets
- Knowledge base — articles that AI uses to draft and auto-resolve tickets
- Integrations — connected apps like Shopify and WooCommerce
- AI configuration — provider keys, feature toggles, spend caps
Everything in Ticket0 belongs to a workspace. Data is fully isolated between workspaces.
Inboxes
An inbox represents a channel — typically an email address or a website's chat widget. Each inbox has:
- A name (e.g. "Support", "Billing", "Sales")
- A routing rule that determines which team member or group receives new tickets
- An optional AI profile that can override workspace-level AI settings
Inbox routing
New tickets are routed via round-robin, load-balanced, or manual assignment depending on your inbox configuration.
Team members
Invite team members from Settings → Team. Available roles:
| Role | What they can do |
|---|---|
| Owner | Everything, including billing and workspace deletion |
| Admin | Everything except billing |
| Agent | View and reply to tickets, manage their queue |
| Viewer | Read-only access to tickets and reports |
Groups
Groups let you route tickets to a set of agents rather than an individual. Create groups in Settings → Team → Groups and assign them as the default assignee for one or more inboxes.