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Ravenna has a hierarchical membership structure with two distinct levels:
  1. Organization Membership - Top-level membership that grants access to a Ravenna Organization.
  2. Workspace Membership - Granular membership that grants access to specific Workspaces within an Organization.
Each membership level has three roles: Admin, Member, and Guest. Your membership level and role combination determines your permissions throughout Ravenna.

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Understanding the Hierarchy

Organizations are the top-level containers in Ravenna. They contain multiple Workspaces, which are where the actual work happens (tickets, request types, knowledge, etc.).
  • Organization Membership determines your baseline access across the entire Organization
  • Workspace Membership determines your specific access within individual Workspaces
  • You must have Organization Membership to access any Workspaces within that Organization
  • Your Organization role may grant you automatic access to some Workspaces, but specific Workspace membership may be required for others

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Organization Membership

Organization membership is the foundation of access in Ravenna. Every user must be a member of an organization before they can access any workspaces within that organization.

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Organization Member Roles & Permissions

PermissionAdminMemberGuest
Organization Management
View and manage organization settings✅❌❌
View and manage organization integrations✅❌❌
Member Management
View and manage organization members✅❌❌
Modify organization member roles✅❌❌
Remove organization members✅❌❌
Workspace Access
Access public workspaces✅✅❌
Access private workspaces (if workspace member)✅✅❌
Create new workspaces✅✅❌

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Organization Admins

Organization Admins have full control over the organization and its settings. They can:
  • Manage organization settings and integrations
  • Invite, modify, and remove organization members
  • Access all public workspaces within the organization
  • Access private workspaces only if they are specifically added as workspace members
  • Create new workspaces
Important: Ravenna prevents removing the last Organization admin to ensure administrative continuity.

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Organization Members

Organization Members have standard access within the Organization. They can:
  • Access public workspaces within the organization
  • Access private workspaces only if they are specifically added as workspace members
  • View and interact with tickets where they are the requester, assignee, or follower
  • Create new workspaces
Guests can only:
  • View and interact with tickets where they are the requester, assignee, or follower
  • Create public ticket messages (private messages are restricted)

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Managing Organization Members

Admins can visit settings and click on the “Users” tab in the left hand nav. This view displays a list of all members in an Organization.
Organization Members

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Modify Member

To modify an existing member, click on the menu button on the right side of the user’s row. Select the “Edit” option.

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Workspace Membership

Workspace membership provides granular access control within specific workspaces. Users must first be organization members before they can be added to workspaces.

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Workspace Privacy Model

Public Workspaces: All organization members (Admin and Member roles) can access public workspaces. Private Workspaces: Only users who are explicitly added as workspace members can access private workspaces, regardless of their organization role. Organization Guests cannot access public workspaces unless specifically added as a workspace member.

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Workspace Member Roles & Permissions

PermissionAdminMemberGuest
Workspace Access
Access workspace✅✅❌
Workspace Management
Update workspace settings✅❌❌
Delete workspace✅❌❌
Member Management
Add workspace members✅✅❌
Modify workspace member roles✅✅❌
Remove workspace members✅❌❌
Ticket Management
Create tickets✅✅✅
Comment on tickets✅✅✅
Create and manage views✅✅✅
Edit ticket properties (status, priority, assignee)✅✅❌

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Workspace Admins

Workspace Admins have full control over workspace management and can:
  • Manage workspace settings
  • Manage workspace members (add, remove, change roles)
  • Access all workspace content and functionality
  • Perform all ticket management operations
Important: The system prevents removing the last workspace admin to ensure administrative continuity.

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Workspace Members

Workspace Members have standard access to workspace content and can:
  • View all workspace content (tickets, queues, knowledge base)
  • View and manage workspace members
  • Create and edit tickets
  • Send both public and private messages
  • Access workspace analytics
  • Cannot modify workspace settings

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Workspace Guests

Workspace Guests have limited access and can:
  • View workspace content they have access to
  • Create tickets
  • Send public messages only (private messages are restricted)
  • Cannot edit ticket properties (status, priority, assignee)
  • Cannot access workspace settings or analytics

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Managing Workspace Members

Click on the “Members” tab in the left hand nav. This view displays a list of all members in a Workspace.
Workspace Members

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Add Member

To add a new Member, click on the ”+ Member” button in the top right corner of the screen.

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Modify Member

To modify an existing member, click on row for the user in the Member’s table. A member detail sidebar will appear. Click on the ‘Edit’ option in the Ravenna setion table to modify user details.
Workspace Members
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