Working Across Two Workspaces: Personal and Organisation
You are always in exactly one workspace. Understanding which one — and what belongs where — is most of what there is to know about Herarx.
The most common support question we get is some version of "where did my case go?". The answer is almost always: it is in the other workspace. This post is the one we send back.
Two kinds of workspace
Your personal workspace is yours alone. Its cases, contacts, files, templates, calendar and mail belong to you, and what it can do is governed by your plan — Free, Premium or Max.
An organisation workspace belongs to the organisation. Everything in it is shared with the organisation's members according to their roles; the owner designs the roles, and roles rather than plans decide what each member can do. A user can be a member of one organisation.
You are always in one
The workspace switcher at the top of the sidebar shows which one is active. Everything you see — the cases list, the contacts, File Explorer, the calendar, search — is the active workspace's. Create a case and it belongs to the workspace you were in. It does not move afterwards.
What belongs where
- Client and team work goes in the organisation. If a colleague might ever need it, it is not personal.
- Your own matters — a side practice, a personal project, notes that are genuinely yours — go in the personal workspace.
- Templates live in the workspace that owns them. An organisation template makes organisation cases; copy it to your personal workspace if you want the shape for yourself.
- Contacts are per workspace too. The same person can exist in both; they are two records.
Things that follow you, not the workspace
Your account: profile, password, second factor, security keys, sessions, notification preferences, calendar devices. Your Activity page, which shows what you did across both workspaces. Plans & Billing, which applies only to the personal one.
The Home page
Home shows widgets for the active workspace, spanning all its sections by default. Switch workspaces and Home changes with it. If a number looks wrong, check the switcher before checking the data.
Leaving an organisation
If you leave (or are removed), the organisation's cases stay with the organisation — they were never yours. Your personal workspace is untouched. If you were the point of contact on organisation cases, the owner reassigns those; the cases do not become orphans.
One workspace at a time, everything inside it belonging to it. Once that is second nature, "where did my case go?" answers itself.
