# Give the human the case—not the cleanup.

> Workspace is the governed exception surface for support that needs a person. It carries the transcript, handoff summary, customer history, SLA state, and ownership controls into one operational view.

## Key Specifications
- **Target Audience:** Support operations, team leads, and frontline specialists
- **Primary Inquiry:** What exactly arrives when automation hands work to a person?

## Core Architecture & Mechanism
### 1. Receive
A handoff enters the queue with priority, reason, summary, transcript, and customer context.

### 2. Own
An operator claims or assigns the case and acknowledges the current support state.

### 3. Resolve
The person replies, adds internal context, updates fields, or returns eligible work to automation.

### 4. Close
Resolution records the outcome and sends configured eligible work into Quality.

## Frequently Asked Questions
### Q: Does Workspace replace our helpdesk?
A: It does not have to. Workspace is an OpenOS exception surface today. Coexistence with an existing helpdesk is designed through scoped APIs and deployment-specific responsibilities.

### Q: Can a person return work to AI?
A: Yes, where the published workflow and case state allow a governed return-to-automation path.

### Q: What reaches Quality?
A: Configured eligible resolved interactions, along with the conversation and operational evidence needed by the scorecard.

## Claim Boundaries
- Workspace is the current OpenOS exception desk; it is not presented as a certified Zendesk or CCaaS overlay.
- Existing helpdesk and BPO operations can remain in place; coexistence and write-back are scoped per deployment.
- Provider delivery and channel availability remain subject to the configured customer-owned provider.
- Case assignment is distinct from the proposed owner role inside a generated Decision Card.

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Canonical Reference: https://www.openost.com/workspace