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Workspace admins and members access Settings to configure workspace-specific policies, integrations, and ticket management tools. These settings apply to a single workspace and are accessible to users with workspace admin or member roles.

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Access workspace settings

1

Navigate to workspace

Select the workspace from the workspace switcher in the top left.
2

Open settings

Click Settings in the left sidebar to access workspace configuration.
3

Select a settings section

Use the left sidebar to navigate between different settings sections: General, Slack, SLAs, Statuses, Tags, Tasks, Fields, API Keys, Webhooks, and Categories.
Workspace settings require workspace admin or member role. cannot access settings.

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General

Configure basic workspace information and preferences. Workspace details:
  • Workspace name: Display name for the workspace
  • Workspace description: Optional context about the workspace purpose
  • Privacy settings: Control whether the workspace is public (all organization members) or private (invited members only)

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Slack

Connect and configure Slack integration for your workspace.

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Connection

Slack connection:
  • Connect workspace to specific Slack channels
  • Configure message formatting and notifications
  • Set up automatic ticket creation from Slack messages
  • Customize Slack app behavior for the workspace
Learn how to set up Slack integration in .

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Ticket Mirrors

Control which fields appear on in Slack channels. These settings apply workspace-wide across all channels. Field visibility controls:

Status

Display the status field on ticket mirrors.Default: Shown
Display the priority field on ticket mirrors.Default: Shown
Display the description field on ticket mirrors.Default: Hidden
Display the assignee field on ticket mirrors.Default: Shown
Display the requester field on ticket mirrors.Default: Shown
Display the approvers field on ticket mirrors.Default: Shown
Display the source field on ticket mirrors.Default: Shown
Display custom fields from request types on ticket mirrors.Default: Shown
These settings control field visibility in channel mirrors. Ticket mirrors in Slack Home and flexpane views always display all fields regardless of these settings.

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SLAs

Define and monitor service level agreements for your workspace tickets. SLA configuration:
  • Create response time targets
  • Set resolution time commitments
  • Configure closure deadlines
  • Set up early warning alerts before breaches
  • Filter SLAs by ticket properties (priority, category, form)
  • Track SLA compliance through visual indicators
Learn about SLA targets and monitoring in .

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Statuses

Configure ticket lifecycle statuses for your workspace. Status management:
  • Use five system statuses (Open, In Progress, Waiting, Done, Closed)
  • Create custom sub-statuses under each system status
  • Assign custom statuses to specific forms
Learn about status configuration in .

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Tags

Create and manage flexible labels for organizing tickets. Tag configuration:
  • Create workspace-specific tags
  • Set tag names, descriptions, and colors
Learn about tag management in .

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Tasks

Configure task settings and subtask workflows. Task management:
  • Create task templates for recurring workflows
  • Define task steps and requirements
  • Apply templates to tickets
Learn about ticket tasks in .

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Fields

Create and manage custom fields for ticket forms. Custom field configuration:
  • Create custom fields (text, dropdown, checkbox, date, etc.)
  • Assign fields to specific forms
  • Configure required vs. optional fields
Learn about custom fields in .

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API keys

Generate and manage API keys for programmatic workspace access. API key management:
  • Create API keys for workspace integration
  • Revoke API keys
API keys provide programmatic access to workspace data. Store keys securely.

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Webhooks

Configure webhooks to receive real-time updates about workspace events. Webhook configuration:
  • Create webhook endpoints for ticket events
  • Subscribe to specific event types (ticket, message)
  • Configure secret key for request verification
  • Enable or disable webhooks

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Categories

Organize workspaces and content with categories. Category management:
  • Create categories for organizing tickets
  • Assign tickets to categories
  • Use categories for filtering and agent routing
  • Set category colors, descriptions, and example utterances
  • Add categories from templates
Learn about categories in .