In BoldDesk, brands have separate Customer Portals, and tickets are brand-isolated in the Customer Portal. Tickets created under one brand are not visible in the Customer Portal of another brand.

In the Agent Portal, agents can work across brands from a single unified portal. By default, agents can view tickets across all brands, but admins can restrict an agent’s visibility by configuring Brand Access (for example, disabling Can access all brand tickets and selecting only specific brands).

There is no cross-brand ticket view within a single Customer Portal session. To view tickets for another brand, the requester must log in to that brand’s Customer Portal URL.

Example: Brand-scoped portal visibility

• Ticket #1 is created via the Customer Portal under Brand A.
• Ticket #2 is created via the Customer Portal under Brand B.

Result:

• Agent Portal: shows ticket #1 and ticket #2.
• Brand A Customer Portal: shows ticket #1 only.
• Brand B Customer Portal: shows ticket #2 only.

Reasons a ticket may not appear in the Customer Portal

Email address mismatch (requester and CC)

A ticket appears in a Customer Portal only when the portal user’s email address exactly matches the ticket participant email address.

Verify:

• The Customer Portal login email exactly matches the Requester email.
• The same check applies to CCed users.
• Similar names with different personal/work emails are a common cause of mismatch.

Ticket verified in a different brand portal

If the ticket is verified and visible in the Customer Portal for one brand, that ticket will not appear in other brand portals.

If you use impersonation to confirm visibility:

• Use impersonation and verify in the correct brand portal. Learn more on How to Impersonate or Assume Identity of a Contact.
• The impersonated URL must exactly match the Customer Portal URL for that brand.

Ticket marked as private

If a ticket is marked Private, the ticket does not appear in the Customer Portal.

Frequently Asked Questions (FAQs)

1. Why can’t I see tickets from another brand in the Customer Portal?

Each Customer Portal is brand-scoped, meaning it shows only tickets created under that same brand. There is no cross-brand ticket view within a single Customer Portal session.

2. Can agents see tickets from all brands?

In the Agent Portal, agents have the ability to access tickets from multiple brands through a single unified portal. By default, agents can view all brand tickets unless an administrator limits the agent’s Brand Access (for instance, by deselecting Can access all brand tickets and choosing specific brands only).

In the Customer Portal, contacts can only view tickets related to the brand portal they are logged into, where they are either requesters or CCs.

3. How do I view my tickets for another brand?

To view tickets created under a different brand, the requester must log in to that specific brand’s Customer Portal. Tickets created under Brand A will not appear in Brand B’s Customer Portal, and vice versa.

4. What is the most common reason a ticket does not appear in the Customer Portal even in the correct brand?

A common reason is an email address mismatch. A ticket appears in the Customer Portal only when the portal login email exactly matches the ticket participant email:

• The Customer Portal login email must match the Requester email, and
• For CC visibility, the login email must match the CCed user’s email exactly.

5. What else can prevent a ticket from appearing in the Customer Portal?

A ticket may not appear in the Customer Portal if:

• The ticket was verified and is visible under a different brand portal (it will not appear in other brand portals), or
• The ticket is marked Private, in which case it does not appear in the Customer Portal.

Related article

How to impersonate or assume identity of a contact.