You can manage an agent’s access to specific brand tickets. This can be essential for maintaining organizational structure, ensuring privacy, and aligning access with the agent’s expertise or responsibilities. Here’s how to configure these restrictions, to ensure agents focus on relevant tickets.

To restrict agents’ access to specific brands, follow the given steps:

1. Navigate to the Admin portal.

2. Select Agents from the dropdown menu to open the agent management page.

3. To edit an existing agent, locate the agent in the list and click on their name to open their details.

4. To configure brand access,

   • In the agent’s details page, find the section labeled Brand Access.
   • Uncheck the option Can access all brand tickets to reveal a list of available brands.
   • Select the checkboxes next to the brands you wish the agent to access.
   

Brand and Group Access for Agents

An agent can possess group access without necessarily having access to specific brands, albeit with certain restrictions.

Group Access Scope permits agents to manage and view tickets assigned to them or created within groups they are part of. However, brand access operates as an additional layer of permission. In instances where multiple brands are configured in your BoldDesk setup, brand access is essential for viewing tickets or chats associated with those brands—even if the agent has group access.

Frequently Asked Questions

1. Can I restrict an agent to tickets from specific brands?
   Yes. Open the agent’s details, clear Can access all brand tickets, and select the brands the agent should access.

2. Can an agent access tickets from all brands by default?
   The agent can access tickets from all brands when Can access all brand tickets is enabled. Clear this option to select specific brands.

3. Can an agent use the Agent Portal without access to a specific brand?
   Yes. The agent can log in and use the Agent Portal. However, tickets and chats associated with an inaccessible brand are not available to the agent.

4. Does group access allow an agent to access tickets from every brand?
   No. Brand access is an additional permission layer. The agent cannot access tickets or chats from a brand that the agent does not have permission to access, even when those items are assigned to the agent’s group.

5. Does brand access allow an agent to view every ticket assigned to a group?
   No. The agent must also have access to the applicable group. Brand access alone does not provide access to tickets or chats assigned to a group the agent cannot access.

6. What happens when an agent has group access but not brand access?
   The agent cannot access tickets or chats associated with the restricted brand, even when those tickets or chats are assigned to the agent’s group.

7. What happens when an agent has brand access but no group access?
   The agent cannot view tickets or chats assigned to the inaccessible group, even when the agent has access to the associated brand.

8. Does restricting brand access prevent an agent from signing in?
   No. Restricting access to a brand does not prevent the agent from signing in to the Agent Portal.

9. Where can I configure an agent’s brand access?
   Go to Admin > Agents, open the applicable agent, and configure the settings under Brand Access.

10. Can I provide an agent with access to more than one brand?
    Yes. After clearing Can access all brand tickets, select every brand the agent should be able to access.

Related articles

1. Methods to control permission access for an agent
2. How to Manage Roles and Permissions
3. How to Add New Agents in the Agent portal