Workspaces and Teams
How workspaces, email addresses, and team roles work together in Ticket0.
Workspaces
A workspace is the top-level organizational unit. It contains:
- Domains — verified sending domains (so replies come from your brand, DKIM/SPF-authenticated) and a default inbound forwarding address
- Aliases — individual support addresses like
support@,billing@,sales@ - Team members — operators 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.
Email addresses
Ticket0 doesn't have a per-address "inbox" concept. Instead, every ticket flows into the single workspace queue, and addresses are modelled as:
- Domain — verified once under Settings → Domains; used for sending replies with DKIM/SPF
- Alias — an address on a verified domain, registered under Settings → Aliases. Aliases can carry auto-tags so tickets arriving on e.g.
billing@are automatically taggedteam:billing - Inbound address — a single
<workspace-slug>@inbox.ticket0.aiaddress per workspace; incoming mail is forwarded here from your existing mail provider
See Multi-alias email for how to handle several addresses in one workspace.
Ticket routing
New tickets are assigned via rules defined in Settings → Routing (e.g. if To contains billing@ → assign to a specific operator, or if tags include urgent → assign to the on-call operator). Without a matching rule, tickets stay unassigned until someone picks them up. There's no per-address assignee by default — you express routing as a rule over the ticket's properties.
Team members
Invite team members from Settings → Team. Ticket0 has three roles:
| Role | What they can do |
|---|---|
| Owner | Everything. One owner per workspace (the creator); can't be demoted or removed. |
| Admin | Same access as Owner at the API level, including billing. Can be added, removed, or demoted. |
| Member | Handle tickets: view conversations, reply to customers, write notes. Blocked from admin-only surfaces (domains, aliases, routing, billing, audit log, customer management, workspace settings, SSO). |
New invites default to Member. Admins can promote a Member to Admin, or demote an Admin back to Member; the Owner role is fixed at workspace creation.