*** Understanding membership hierarchy Organization membership is the foundation of access in Ravenna. All users must be organization members before accessing any workspaces. This determines baseline permissions across the entire organization, including the ability to access public workspaces and create new workspaces. Workspace membership provides granular access control within specific workspaces. Organization admins and members automatically access public workspaces, while private workspaces require explicit membership. Workspace membership determines your specific permissions for tickets, channels, and content within each workspace. *** Organization membership Organization membership is required before accessing any workspaces. Your organization role determines baseline access to public workspaces and administrative capabilities across the organization. Organization member roles and permissions | Permission | Admin | Member | Guest | | ----------------------------------------------- | ----- | ------ | ----- | | **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 | ✅ | ✅ | ❌ | Organization admins have full control over organization settings, integrations, and member management. **Capabilities:** * Access organization settings to manage branding, notification policies, and integrations * Invite, modify, and remove organization members * Configure SSO authentication and enforce authentication methods * Access all public workspaces within the organization * Access private workspaces only if added as workspace members * Create new workspaces Ravenna prevents removing the last organization admin to ensure administrative continuity. Organization members have standard access within the organization with automatic access to public workspaces. **Capabilities:** * Access public workspaces within the organization * Access private workspaces only if added as workspace members * View and interact with tickets where they are the requester, assignee, or follower * Create new workspaces Organization guests have limited access with no automatic workspace access. **Capabilities:** * View and interact with tickets where they are the requester, assignee, or follower * Create public ticket messages only (private messages are restricted) * Cannot access workspaces unless explicitly added as workspace members Organization admins must enable **Guest Visibility** in organization settings for guests to see and access the organization. By default, guest visibility is disabled. Managing organization members Navigate to settings and click the **Members** tab in the left navigation. Click the menu button on the right side of the user’s row and select **Edit**. Change the member’s role, delegate assignment, or other settings as needed and save your changes. Setting member delegates Organization admins can assign delegates for members to handle tickets when they’re unavailable. Delegates receive ticket assignments and approvals on behalf of the delegating user. **Available delegate options:** * **Manager**: Automatically assigns the member’s direct manager (requires Okta integration) * **Specific user**: Select any organization member as the delegate * **No Delegate**: Remove delegate assignment Members can also configure their own delegates through user preferences. Admin changes override user preferences. Learn more about [user preferences and delegation](/documentation/platform/users/settings) *** Workspace membership Workspace membership provides granular access control within specific workspaces. Users must be organization members before being added to workspaces. Workspace privacy model All organization members (admin and member roles) can access public workspaces automatically without explicit workspace membership. Organization admins and members have automatic access. Organization guests cannot access unless specifically added as workspace members. Only users who are explicitly added as workspace members can access private workspaces, regardless of their organization role. Explicit workspace membership required for all users, including organization admins. Workspace member roles and permissions | Permission | Admin | Member | Guest | | --------------------------------------------------- | ----- | ------ | ----- | | **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) | ✅ | ✅ | ❌ | | Use Copilot | ✅ | ✅ | ❌ | Workspace admins have full control over workspace settings, members, and content. **Capabilities:** * Access workspace settings to manage SLAs, statuses, tags, and integrations * Manage workspace members (add, remove, change roles) * Access all workspace content and functionality * Perform all ticket management operations Ravenna prevents removing the last workspace admin to ensure administrative continuity. Workspace members have standard access to workspace content with ability to manage tickets and view analytics. **Capabilities:** * View all workspace content (tickets, channels, knowledge base) * View and manage workspace members * Access workspace settings to configure workspace policies * Create and edit tickets * Send both public and private messages * Access workspace analytics Workspace guests have restricted access limited to viewing and creating tickets. **Capabilities:** * 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 * Cannot access Copilot Managing workspace members Click the **Members** tab in the left navigation to view all members in a workspace. Click the **+ Member** button in the top right corner. Choose the organization member to add and assign their workspace role. The **Send invitation email** toggle is enabled by default. Turn it off to add members without sending an invitation email. Click the user’s row in the members table to open the member details sidebar, then click **Edit** in the Ravenna section to modify user details. When you add new members, Ravenna sends invitation emails by default. You can control this behavior during and after the onboarding process. **Skipping invitation emails** Turn off the **Send invitation email** toggle in the add member dialog to add members without sending emails. This is useful when setting up a workspace before it is ready for users, or when onboarding members in bulk. **Resending invitations in bulk** To resend invitation emails to multiple pending members at once: 1. Select the members in the members table using the checkboxes. 2. Click **Resend Invite** in the bulk action bar that appears. Ravenna reports how many invitations were sent successfully and flags any failures. Only workspace admins and members can resend invitations. Organization-level bulk resend requires the admin role.

Documentation Index