How to Manage Agents Access to Specific Brands
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:
- Navigate to the Admin portal.
- Select Agents from the dropdown menu to open the agent management page.
- To edit an existing agent, locate the agent in the list and click on their name to open their details.
- 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.
- Agents can log in and use the agent portal even if they do not have access to a specific brand. However, tickets or chats associated with brands they lack access to will not be available to them, even if those tickets or chats are assigned to their designated group.
- If an agent has no group access, they cannot view tickets or chats assigned to the group, even if they have brand access.
