FAQ for admins

Table of Contents

FAQ

General UI

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How do I create a branding? Can I create multiple branding sets?

In each workspace environment, you can create one or multiple branding sets as a workspace admin. This is useful for organizations with multiple departments that each have their own style, such as a school community with multiple schools. For more information, see our Branding your Workspace environment.

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How can I set up different landing pages for different users/groups?

For the landing page, the workspace looks at all spaces in the spaces list, and loads the first one the user has access to. By default, this is the Personal Space. By changing the order of the spaces in the spaces list (Spaces > ellipses > Manage) you can change the landing page by moving the desired space to the top of the list. Do note that you need to set the correct permissions on the spaces as well.

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How do I roll out Workspace? Can I push Workspace templates?

You create a new Workspace environment by using a PowerShell script. For this you need an Azure Global Administrator and the provisioning key. More information about this can be found in the article How do I create a Workspace environment?

After creating the Workspace environment, you can start setting up the Workspace. Refer to the Get Started section for more information. We also offer a lot of Integrations. After the setup, you can set the Workspace template as default for all users. You can do this under Workspace management in the Workspace settings.

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What is the difference between the Personal space and Shared space?

Users will not see Shared spaces, Shared tile group or tiles that they have not been granted access to, even when it's pushed to users by the Workspace administrator. For a more elaborate explanation on permissions, take a look at the following article: Understand and manage user permissions in Workspace 365.

We differentiate between the Personal space and Shared space(s). These spaces give Workspace a high level of adaptability and it keeps the workplace clear and organized. Only Workspace administrators can create and manage Shared spaces. For more information, please refer to the Best Practices.

Create and managed Shared spaces:

  1. Click on the "Create" button, which is displayed at the top right in the workspace.

    create button.png

  2. Then, select "Shared space". 
  3. Click on the three dots to create and manages Shared spaces:

    create
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When do you use a Shared space ("Application as a tab")? And when do you use an app?

Documents, E-mail and Web content apps can be added as a Shared space ("Application as tab") or as a (live) tile. To decide which option to choose, please read our Best Practices.

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How do I create and manage Shared Groups?

As a workspace admin, you can create a Shared Group from either your Personal or a Shared Space, by clicking Edit and then choosing New shared group.

This will automatically create a new Shared Group in the space that is currently active, with the default name New shared group. Click the name to edit this and enter the desired name.

  1. Manage the shared group: click this icon to open a new dialog window where the following can be set:
    • Who has access: give users and/or groups access to the group here. By default nobody has access to the group besides admins.
    • Owners: set the group’s Owners. Owners have access to the same management options for the Shared Group as admins and can manage these for this group.
    • Visibility: this only appears when managing the Shared Group from the admin’s Personal Space. Decide if the group should be shown or hidden by default in users’ Personal Spaces.
    • Conditional access: set conditional access rules for the group
  2. Add tiles: opens the App Store to add tiles to the group.
  3. Enlarge/Shrink: set the group size to 2 columns (Enlarge) or 1 column (Shrink).
  4. Delete group: deletes the group, this will delete it from all spaces.
    • You can also choose to hide groups. This can be done by editing your workspace, and uncheck the group under "groups". 
  5. When you hover your mouse over this icon, you can click and hold to drag the group to a different position in the space. Release to set it in the new desired place.
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How do I change the position of tiles and Shared tile groups?

Change the order of Shared groups for users' Personal spaces:

  1. As an admin, edit your own Personal space.
  2. Click the "Groups" button.
  3. Then click "Order shared groups". A new window will open.
  4. Change the default order of groups by dragging the group to the desired position.
When a user changes the order of Shared groups in their Personal space themselves, certain values determining the order of the groups are written to the database. The workspace will then look at these values by default and order groups accordingly, regardless of the order an admin sets.
This is currently by design, from the thought that the user should have final control over their Personal space.


Change the order of groups in Shared spaces

  1. Open the Shared space.
  2. Click "Edit".
  3. You can now change the order by dragging the groups to the desired position.
    • Note: users cannot do this.


Reordering
tiles in Shared tile groups

Tiles are reordered to have the least amount of gaps, based on their size. This is useful for users who don’t have access to certain tiles within a Shared tile group.

  1. As admin, go to the Workspace settings page.
  2. Select "Workspace management".
  3. Go to "Shared groups".
  4. Enable the option "

The image below shows the appearance of a Shared tile group, from an admin point of view and from a user point of view – with and without reordering – when a user has no access to a certain application.

reoder_tiles.png

This option only applies to users that do not have permissions to edit the tile group. Due to this tile groups may be displayed differently for admins and end users, depending on tile sizes. The tiles are reordered based on a set pattern: large to small (first by width, then by height), then by original order.

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General

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What are best practices for Workspace 365?

We have a dedicated support article for this, see Best practices.

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How does Workspace 365 communicate with underlying apps?

Workspace 365 communicates with apps based on APIs. We use these to retrieve data from the underlying systems. We can also write data to apps, granted the APIs permit us to do so. New apps or additions to existing apps can be requested via a feature request.
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How does Workspace 365 connect with Microsoft Entra ID?

Workspace 365 connects with Microsoft Entra ID (previously called Azure AD) via a registered Microsoft Entra ID application, which grants Workspace 365 permissions to use the desired API's. These API permissions are used to communicate with Microsoft 365 based on the signed in Workspace 365 user, so that this user can connect to SharePoint, Outlook, Power BI, etc. via Single Sign-On (SSO).

Set up SSO

Workspace has the option to automatically create the SSO App Registration in Microsoft Entra ID: setup SSO automatically. You can always add or remove API permissions manually after completing the automatic setup of SSO.

User synchronization

When the SSO setup has been completed, you can automatically sync users and/or groups from your Microsoft Entra ID to Workspace. You can import users using our Azure AD synctool or via automated user provisioning via SCIM API (“serverless sync”).

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Is it possible to see Workspace 365 usage statistics?

At this moment, it is not possible to see usage statistics for Workspace 365 environments. If you would like to see this, you can submit a feature request.

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Can a new language be added to Workspace 365?

Yes. If you want to see a new language added to Workspace 365, please submit a feature request.
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What about Workspace 365 updates and how can I stay informed?

Hosted partners don't have to worry about anything, we update and maintain our hosted platform for you. New versions are deployed every three weeks on Thursday between 22:00 hrs. - 00:00 hrs. (CET/GMT+1), except in December. Also refer to the Maintenance Window section of our SLA.

Self-hosted partners are responsible for updating and maintaining their instance themselves. New updates for self-hosted are published every Tuesday after the latest hosted platform update.

To stay informed, you can subscribe (follow) the latest announcements section. This way, you will receive an email when a new article has been posted. In this section, you'll read about new releases, technical items, fixes and improvements. In addition to the release notes, we keep you informed on other important Workspace news you don't want to miss. Also, keep an eye on the deprecations and removals.

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Is a redundant setup of Workspace 365 supported and is a rollback possible?

Redundancy

We use Microsoft Azure to host our service. We provide High Availability by combining a fully redundant setup with cloud services available in Azure. This way, we can offer you the true SaaS experience.

If you are a self-hosted partner, you will need to provide this level of redundancy yourself. We are always available to advise you on implementation options, but keep in mind that self-hosting also means taking full responsibility for the resilience and performance of your services. If you want to discuss your hosting options, please contact your partner manager.


SQL rollback

A rollback is possible. However, specific environment settings like a custom branding, created announcements or integration credentials created after the date/time to which the environment is restored, will be lost.

To submit a rollback, you can fill in Change Request form CR-07 Emergency restore

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Do you make backups?

Yes, we make backups of all our cloud resources. If you need to have a backup restored of an environment we host for you, please submit a CR-07 emergency restore. If you have chosen to host Workspace 365 yourself, this means you are responsible for your own backup strategy. Although we will provide you with advice on how to properly backup your service, we will not be able to do any type of restore for you, nor can we accept responsibility for any failures in your backup process.

We make backups over three months' time. In addition, we make a point-in-time backup for 35 days. This means that a backup can be retrieved from any point in time over the past 35 days. Please note that we do not reverse specific user actions. It is a database restore that restores all changes in the Workspace setup for all users.

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Can I request a custom URL for a Workspace environment?

Yes, you can. For more information, go to: Request custom URL (CR-03).

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Where can I find the Provisioning Key?

The Provisioning Key is given during the launch (before the technical onboarding) of the Workspace 365. With this key you can manage your entire instance, for example create or delete Workspace environments. It is highly sensitive information and should be known within your organization. Check your email or get in contact with your colleagues first. If the key cannot be found anymore, please submit a support ticket.

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Can I use mailto links?

Mailto hyperlinks are used for linking directly to an email address. You can add a hyperlink to an announcement, a knowledge item or email. When you insert the hyperlink, for "Webpage", use the following format: "mailto:name@email.com". When the hyperlink it clicked, it will automatically compose a new email based on the device's mailto preference.

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Which browsers support Workspace 365?

Workspace 365 is fully supported by the latest versions of Google Chrome, Edge, Mozilla Firefox and Safari for Mac. A mobile view mode for smartphone devices is also available.

Here's an overview of browser versions supporting Workspace 365 (all ranges are inclusive, i.e. "latest - 3" = 4 versions):

  • Chrome: latest - 3
  • Edge (Chromium): latest - 3
  • Firefox: latest - 3
  • Safari: latest - 1
  • i(pad)OS: latest - 1
    • Note: this is not browser support by OS support as 3rd party browsers are all bound to the webkit engine of the OS. 
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Can I add SSO apps with Microsoft Entra ID (previously Azure AD), HelloID or SecureLogin as SSO Provider?

This is possible, we have dedicated a support article to this. See Add SSO apps with Microsoft Entra ID, HelloID or SecureLogin.

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User management

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The admin and/or users are not able to log in anymore. What now? 

The steps to take depend on the error you get when trying to log in. Refer to the corresponding article for further details:

If you are experiencing issues due to an SSO misconfiguration or expiry, you can either Request Emergency Admin Access or use our tool to reset SSO.

If you have accidentally disabled/removed your only admin in the workspace, there are two options:

  • If you use our AAD synctool and the admin role is managed from Microsoft Entra ID (previously called Azure AD), you can create a new Global Admin in Microsoft Entra ID and sync that account to the workspace to make a new workspace admin
  • In any other scenario, please submit a support ticket
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Can I remove the Azure Global Admin?

We use the Global Admin for the registration of Workspace 365 and creation of the Single Sign-On App Registrations in Microsoft Entra ID and to set up the connection to SharePoint, Exchange, etc. New Workspace environments can be created via API or using our PowerShell script (recommended).

You can remove the Global Admin afterwards, but this is not recommended. We advise you to not remove this account from your AAD and to store the user credentials on a secure place. Should you want to remove the Global Admin, ensure you have added at least one other admin to the workspace environment beforehand.

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The birthday information is incorrect. How do I fix this?

Please refer to: Birthday information

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Old users' birthdays are still showing, how do I fix this?

Users' birthdays remain visible in the Birthday tile until the user is deleted from the workspace. Making a user inactive is insufficient, the user must be deleted.

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Can birthday notifications be disabled?

Please refer to: Manage birthday notifications.

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How do I add users and/or groups to the Workspace environment?

This is explained in our admin guide in step 4 "User management". 

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How do I add someone to a user group?

Automatic (recommended)

When using the Azure AD synctool or the serverless SCIM API to automate user provisioning, ensure the user is added to the group in Microsoft Entra ID (previously called Azure AD). As long as both the user and the group are included in the sync scope, the user will be added to the group in Workspace with the next sync.

Manual

You can also manually create or import users and/or groups. Make sure that the Azure Active Directory sync is disabled under the User provisioning page.

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Do you still make use of workspace groups if you already import groups automatically via Azure AD sync?

When you sync groups from Microsoft Entra ID (previously called Azure AD) to the workspace, using our Azure AD synctool or via automated user provisioning via SCIM API, these groups can be used in the workspace as well to manage permissions to apps, tile groups and Shared Spaces.

You could still manually create groups by temporarily disabling the sync, but this is not recommended. These groups must be managed manually from the workspace, creating more manual actions and adding complexity. Manually created groups cannot be linked to an Microsoft Entra ID group at a later moment.

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Documents

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How does sharing work from the Documents app?

We have a dedicated article about sharing, see Sharing documents and permissions.
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What kind of files can be opened from the Documents app?

Office files, but also PDF, TXT, PNG and JPG.
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Is there an upload limit for the Documents app?

For SharePoint there is no limit, for WebDAV there is a 2GB limit.

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How can I open files online or locally? How do I configure this?

In workspace, you can set a preference for opening SharePoint and WebDAV files, via the Online- or Local Editors.

  • To set your preference for WebDAV files, click here for more information. 
  • To set your preference for SharePoint files, click here for more information. 
  • Use 'Office URI schemes' to use the Local Editors.

If you want to open documents via the Online Editors, an Office Online Server (OOS) is required. Self-hosted partners can choose to host the OOS themselves or by us. Hosted partners will always have the option to open files online.

Furthermore, users can also set their own preference from the Documents app for opening files (depending on what has been configured/allowed by the admin). 

We advise you to use the Online Editors because of security.

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What is the difference between “Site availability” and “Site management”?

Site availability is used to control which SharePoint sites are available in the Documents app, and whether new sites are available by default or not. Note that users still need the appropriate permissions to see a site in the Documents app.

Site management is used if you want to give users the option to create document libraries from the Documents app. These sites will be shown in SharePoint Online.

Whether you want to use these options depends on the organization and SharePoint setup, this is entirely up to you. However, we advise to turn on Site availability and turn off Site management, because it is preferred to manage SharePoint from IAM. An alternative to Site management (and giving users the freedom and the possibility to collaborate among themselves) is using Microsoft Teams.

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What about security when opening files? Is WebDAV secure?

You can find the answer to this question in the article: WebDAV SSL communication.

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Where do Labels come from?

Among the columns that can be turned on or off in the Documents app, three are related to Labels:

Labels come from Microsoft Purview, specifically the Records management tab.

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Email

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Can I change the default email signature/footer?

By default, emails composed in the Workspace 365 Mail app have the following signature/footer attached:

This can come from two sources:

  • It is the default personal signature for users, which is by default added to new emails
  • It's configured as a managed signature

It's possible to change the message or remove it completely. If it is coming from the personal signature, the user will have to change or disable the personal signature themselves, via Signature > Settings in the Email app. This is set on user level and must be done by each user individually.

You can also use managed signatures to replace users' personal signature by default in emails. Refer to the steps in the question below for further instructions.

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How can I create a managed signature?

To create a managed signature as an administrator:

  1. Go to the Workspace settings.
  2. Select Email
  3. Check the checkbox Enable managed signature.

    enable_managed_signature.PNG

  4. Fill in the Signature name
  5. Choose whether to Add the signatures automatically. Checking this will set the managed signature as users' default signature, though they will still be able to manually add their personal signature to an email.
  6. The message format of the email signature is the same for everyone within the organization.
  7. You can add images (such as a company logo), hyperlinks, tables, etc
  8. Easily create email signatures with the help of placeholders via the 'ID card' icon:
    • First name, displayed as {{@CurrentUser.FirstName}}
    • Last name, displayed as {{@CurrentUser.LastName}}
    • Email, displayed as {{@CurrentUser.Email}}
    • Job title, displayed as {{@CurrentUser.JobTitle}}
    • Phone number, displayed as {{@CurrentUser.MobilePhone}}

      Note: You can add placeholders which will be replaced with dynamic information of the user from Microsoft Entra ID (previously called Azure AD). If syncing with Microsoft Entra ID is not enabled, information is used directly from the Workspace. Only the placeholders listed above are available. You can submit a feature request if you think additional ones should be available, or if you want to be able to create custom ones.

      placeholders.PNG
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Do Exclaimer signatures work with email from Workspace 365?

Yes, granted that you use Exchange Online and Exclaimer is connected to the same Microsoft 365 tenant as the one connected to your workspace environment.

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The Hub

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How do I allow users to create announcements, knowledge articles and categories?

You can do this by assigning the appropriate permissions to users and/or groups. Refer to our support article About the Hub for more information.

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Clientless RDP

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How can I easily switch between applications?

To switch (ALT+TAB) between applications in the same connection to CRDP (window), you can use the application button. The button can be repositioned by dragging it if desired. If this button is not present, please contact support.

button.png

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Can I print from a CRDP session?

Due to browser restrictions it is not possible to redirect the printer(s) inside the CRDP session and print documents directly within the session (CTRL+P). However, you can print to PDF. This way, the document will be saved on your local device locally as PDF and you will be able to print it.

MicrosoftTeams-image__16_.png

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Can I switch to full screen?

Yes you can, but when you want to resize the remote app via the full screen button, it does not save the size of the app the next time you open this app.

mceclip1.png

To bypass this, change the size manual by dragging the app over the whole screen. The next time you open this remote app, it will be the previous set size.

mceclip0.png

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Does file transfer work in CRDP?

To share documents, you can 'drag and drop' these in the CRDP session. You can find such files in the location as depicted below.

mceclip1__1_.png

Bear in mind that the performance is not optimal when sharing files via a CRDP connection. These files are stored on the CRDP machine. There can be stored a maximum of 5GB. But keep in mind, this isn't for storage purposes.

Copy and paste will only work with text and not with files. Please be sure you approved your webbrowser to allow the function.

mceclip0__1_.png

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Do multiple screens work in CRDP?

No, it does not. Due to the limitation of the browser its not possible to connect multiple screens in one CRDP session.

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Is it possible to have multiple Remote Desktop sessions for a single user at the same time?

This is possible, depending on the RDS configuration as we rely on these settings. By default, a remote desktop user is restricted to a single session. When a user is allowed to have multiple sessions, applications can be opened in separate windows/tabs because every connection will start a new remote desktop session. There are 2 ways to allow concurrent user sessions:

Important: Integration credentials work the same with SSO like Microsoft does. You log in with an account and have access to all your applications via SSO. When logging in with a different account, you will be logged out from the previous session. You can only work with one identity at the same time. Example: you can use 1 integration sets to access different RDP servers with the same identity. 

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Billing & Reporting

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How do I get the reporting?

On a monthly basis we invoice based on the usage. Only active users (users marked as 'Active' under User management/Licensing page) will be billed.

For more information, please refer to: About billing and invoicing.

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Address book

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How does the Address book get the contact information? And what is the difference between the contact types?

Please refer to: Address Book "Contact types" and "Contact information".

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How can I show the user status of contacts in the address book? 

Please refer to: Address Book "User status".

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