How organizations and workspaces relate
Your organization contains one or more workspaces. Each workspace is a separate space for a team or department to manage their own support requests, with independent channels, tickets, forms, and settings. Settings are split between the two levels:- Organization settings apply across your entire account, including branding, , notification policy defaults, and member management.
- Workspace settings are scoped to individual teams, including , ticket statuses, , , and API keys.
Learn more about organization settings and workspace settings.
Organization roles
An organization role is a person’s baseline across the entire account. Everyone has exactly one:- Admins have full control over organization settings, integrations, and member management.
- Members reach public workspaces automatically with requester access, which lets them file and track their own tickets. They cannot manage organization-level settings. To work a workspace’s queue, a member must be added to that workspace.
- Guests have no automatic workspace access, even to public workspaces. They reach a workspace only when explicitly added. By default, guests cannot see your organization in their workspace switcher. Admins can enable guest visibility in Organization Settings > General, which also lets guests use the .
For how organization roles combine with workspace access, and the full capability matrix, see Roles and access.
How people join your organization
People are added to your organization automatically. There is no manual “invite to organization” step. Someone becomes an organization member in one of these ways:- Single sign-on: the first time a person signs in through your connection, Ravenna creates their organization membership.
- Identity provider or HRIS sync: people synced from an are added automatically.
- Added to a workspace: when a workspace admin adds someone by email who is not yet in the organization, their organization membership is created at the same time (see Add someone to a workspace).
- Submitting a request: when someone new sends a request by email, Slack, or Teams, Ravenna creates them as a guest so the request can be tracked.
People whose email matches your company domain join as Members. People synced from an integration on a different email domain join as Guests. Enable Guest visibility in organization settings before guests can sign in.
Managing organization members
1
Open organization members
Go to and click the Members tab.
2
Edit a member
Click the menu on a member’s row and select Edit to change their organization role or set a delegate. See organization roles for what each role can do.
3
Remove a member
Select members and use the bulk action bar to remove them from the organization.
Deactivate and reactivate users
Organization admins can deactivate members when they leave. A deactivated user is signed out and cannot sign in again, stops receiving notifications, is left out of new approvals, and no longer appears in user pickers. Their tickets, comments, and approval history are kept, and they stay in the member list with a Deactivated badge so existing assignments still show their name. To find a departed user’s tickets, filter the ticket list by Requester Deactivated or Assignee Deactivated, or pick the user directly in the Requester or Assignee filter. To deactivate a user:1
Open organization members
Go to Organization Settings > Members.
2
Find the user
Locate the member and open the row actions menu.
3
Deactivate the user
Click Deactivate User. The confirmation lists what they still own (open tickets, pending approvals, API keys) and confirms the action.
1
Open organization members
Go to Organization Settings > Members.
2
Find the deactivated user
Deactivated users remain in the member list with a Deactivated badge.
3
Reactivate the user
Click Reactivate User.
- Ravenna ends their active sessions in the organization.
- The user cannot sign in to the organization. Instead, they see a screen explaining that they’ve been deactivated.
- If the user belongs to other organizations, that screen lists those organizations so they can switch to one.
- Their existing ticket assignments and ownership remain intact.
- Reactivating the user restores sign-in access but does not restore previous sessions.
Set member delegates
Assign a delegate to receive a member’s ticket assignments and approvals while they are unavailable.- Manager: uses the member’s direct manager (requires the for manager data)
- Specific user: any organization member
- No delegate: removes delegation
Members can set their own delegates in user settings. Admin changes override a member’s own setting.
Access controls
Organization admins can configure access in Organization Settings > General:- Workspace creation: Restrict who can create new workspaces (admins only or all members).
- Guest visibility: Let organization guests see and sign in to your organization and use the Portal. Off by default.
Learn more about organization settings and adding people to a team in Workspaces.