Agent Access Management in BoldDesk: Roles & Permissions
Agent Access Management in BoldDesk lets organizations control and customize agent access to tickets, chats, brands, and features. Access is governed by four controls: Brand Access, Ticket Access Scope, Chat Access Scope, and Roles & Permissions. The goal is to ensure security, least‑privilege access, and operational efficiency across teams.
| Control Type | Description |
|---|---|
| Brand Access | Restricts what brand tickets agents can view. Applicable only if multiple brands are added. |
| Ticket Access Scope | Restricts what tickets agents can view. |
| Chat Access Scope | Restricts what chats agents can view. |
| Roles and Permissions | Restricts features that agents have access to. |
Please watch this video tutorial for more details!
How to Check an Agent’s Permissions
Only agents who have access to Admin > Agent’s module can check this. Agent access details can be found on the agent details or profile page. To open an Agent details page, go to Admin > Agent’s module and click the agent name for which you wish to find the details. Agents’ permissions can be found on the agent profile page under the Access tab.
Ticket Access Scope
Ticket access scope restricts the tickets that agents can view. The ticket access scope is classified as follows:
| Global | Agents can view all tickets. |
| Group | Agents can view all tickets in the group and assigned to them. |
| Restricted | Agents can only view tickets assigned to them. |
If multiple brands are added, then this access scope applies along with Brand access permission. For example, agents can view tickets only for brands to which they have access.
An agent who has Global ticket access scope can view all the tickets created under the brand that the user has access to. For example, if the user has only one brand access, then they can view all the tickets created in that particular brand alone.
If the agent has Group ticket access scope, the agent has access to all tickets that have been assigned to them as well as tickets that have been created under groups in which the agent is a member.
If the agent has Restricted ticket access scope, the agent can view only tickets that are assigned to them.
If a specific agent must view unassigned tickets, then Global access should be provided.
Chat Access Scope
Chat access scope restricts the chats that agents can view and interact with. The chat access scope is classified as follows:
| Access Scope | Description |
|---|---|
| Global | An agent who has Global chat access scope can view and interact with all chats created under the brands they have access to. For example, if the agent has access to only one brand, they can view and interact with all chats created within that particular brand alone. |
| Group | If the agent has Group chat access scope, the agent has access to all chats that have been assigned to him as well as chats that have been created under groups of which the agent is a member. |
| Restricted | If the agent has Restricted chat access scope, the agent can view only chats that are assigned to him. |
If multiple brands are added, then this access scope applies along with Brand access permission. For example, agents can view and interact with chats only for brands to which they have access.
Brand Access
Brand Access permission helps in restricting an agent to view specific brand tickets/chats. For example, if the agent has access to only one specific brand, then he or she can access tickets/chats for that brand.
Roles and Permissions
For restricting agent access to a specific feature or module, the Roles and Permissions module can be used. There are different permissions for modules such as tickets, contacts, knowledge base, reports, admin, and profile. Explore Managing Roles and Permissions in BoldDesk for more insights.
Custom Roles can also be created based on your organization’s needs with a specific set of permissions.
Editing the Ticket Access Scope for an Agent
Follow the steps given to edit the ticket access scope for an agent:
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Open the agent for whom the Ticket Access Scope is to be updated and click on the Edit Agent option.
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Click on the dropdown menu in ticket access scope and select the required scope for the agent to update Ticket Access Scope.
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Click on the Update option to update the agent Ticket Access Scope.
Editing the Chat Access Scope for an Agent
Follow the steps given to edit the chat access scope for an agent:
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Open the agent for whom the Chat Access Scope is to be updated and click on the Edit Agent option.
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Click on the dropdown menu in chat access scope and select the required scope for the agent to update Chat Access Scope.
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Click on the Update option to update the agent Chat Access Scope.
Editing the Brand Access for an Agent
Follow the steps given to edit the ticket brand access for an agent:
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Open the agent for whom the Brand Access is to be updated and click on the Edit Agent option.
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Ticket Brand Access can be updated either by adding brands or selecting all the brands. To select all the ticket brand access, select the Can access all brand tickets check box.
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To select a brand access, click the dropdown menu and select the required brand access. The user can also search for a brand by using the brand name.
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Click on the Update option to update the agent Ticket Brand Access.
Editing the Roles & Permission for an Agent
Follow the steps given to edit the roles and permissions for an agent:
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Open the agent for whom the Roles & Permission is to be updated and click on the Edit Agent option.
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To update Roles, click the dropdown menu and select the required roles needed for the agent. The user can also search roles using the role name.
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Click on the Update option to update the agent Roles & Permissions.
Agents cannot edit their own permission access such as Roles, Ticket Access Scope, and Ticket Brand Access. For editing, the agent should contact the organization admin to modify permission.
Frequently Asked Questions (FAQs)
Q1. How can Agents check what access or role they are assigned using their profile page?
Agents can check their own permission access in Personal Settings under the Roles & Access section.
Q2. Can an agent view unassigned tickets?
Only if their Ticket Access Scope is Global (and Brand Access includes the relevant brand).
Q3. Who can change an agent’s access?
Organization admins (or users with permission to edit agents) via Admin → Agents → Edit Agent.
