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DocumentationWORKSPACEWorkspace settings

Workspace settings

Each space keeps its own details, team, notifications, API keys and audit log. Open a space, then the gear icon beside its inbox, to reach Settings. Space settings belong to the owner: a member who opens them is taken back to the inbox.

Owner and member roles

What Owner Member
Read and reply to conversations Yes Yes
Close, reopen and change priority Yes Yes
Release held conversations Yes Yes
Delete messages Any message Their own
Delete a conversation Yes No
See a conversation’s Activity tab Yes No
Space settings, members, invitations and API keys Yes No
Freeze or delete the space Yes No

The owner is whoever created the space. That role cannot be removed, changed or handed to someone else.

General

Change the space’s logo, name, handle and description, and how many quiet days pass before a conversation archives itself (1 to 365). The ticket prefix can still be changed until the first ticket arrives; after that it is locked, so existing ticket codes never change.

The General tab of space settings with logo, name, handle, description, a locked ticket prefix and the auto-archive period.
General settings. The ticket prefix is locked once the space has a ticket.

Further down the same page:

  • Freeze frees the space’s slot on your plan without deleting it. Its members lose access until you unfreeze it, and merchants keep writing in: their new requests are held until released. Unfreezing needs a free space slot on your plan.
  • Danger zone → Delete this space removes the space and its conversations. Type the space’s handle to confirm. The audit trail keeps a record.

Members

Everyone who works in the space, with their username, role and the date they joined. Use ⋯ → Remove to take someone off the team: they lose access to this space, their account stays, and their messages stay in the conversations.

The Members tab listing the owner and one member with username, role and join date, and an Invite member button.
The space's members.

Invitations

Invite a teammate by email, or by username if they already have an account. Someone without an account can be invited by email: the invitation waits until they sign up with that address. The list below the form shows every invitation sent from the space, its status and when it expires; revoke one from its ⋯ menu.

The invited person accepts or declines from their own Invitations page, at the bottom of the sidebar. If an invitation they expect is missing, check that it went to the email or username on their account.

Your plan sets how many teammates you can have. A person takes one seat however many of your spaces they are in, and a pending invitation holds a seat until it is answered.

Notifications

Team notifications: new tickets, and merchant messages nobody has seen for 5 minutes, are emailed to the members you tick here, up to 10. They go to each member’s account email. Until you choose, the owner receives them.

Merchant notifications: merchants are emailed when your team closes their ticket, or when a reply has gone unseen for 5 minutes. Set your app’s App slug so those emails carry a Reply button that opens your app in the merchant’s Shopify admin. Link format decides where the button goes; it uses {{shop_domain}} for the store and {{app_slug}} for the slug. Without an app slug the emails have no button.

The Notifications tab with team notification recipients and the merchant notification app slug and link format fields.
Choose who hears about new tickets, and where a merchant's Reply button leads.

API keys

A key connects one of your apps to this space. Choose Create a key, name it after the app that will use it, then copy the key: it is shown only this once. The list then shows each key’s first characters, who created it, when it was last used and its status.

The API keys tab listing one active key with its name, first characters, creator and last used date.
API keys for this space.

Treat a key like a password:

  • Keep it on your server. Never put it in a browser bundle, storefront theme, mobile app or public repository.
  • Keep it out of logs, screenshots and support messages.
  • If it may have leaked, revoke it from its ⋯ menu and create a new one. Any app using a revoked key stops working immediately.

Each request your app sends also names the merchant’s shop. Follow the Client API quickstart to connect your app.

Audit log

The audit log shows who changed what in the space, newest first: edits to the space and its logo, freezing, removed and frozen members, invitations sent, revoked, accepted or declined, API keys created or revoked, and deleted conversations. Filter it by Person or by Date range. It records administration; the conversation itself keeps its own history in the Activity tab.

Your team across spaces

All members, at the bottom of the sidebar, lists everyone in the spaces you own and shows how many seats are in use. From there you can freeze a person: they lose access to every space you own and their seat is freed, but their memberships are kept, so unfreezing restores them exactly as they were. Unfreezing needs a free seat. Pending invitations are listed too, and you can revoke them there.

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