Allowing Ticket Creation Without Full Brand Access
To let specific users create and track tickets under a brand without exposing all tickets within that brand, direct them to use the customer portal instead of giving them agent-level access for the particular brand. This preserves data privacy while maintaining functionality.
Detailed Explanation
In some cases, users need to submit tickets to a department without seeing others’ tickets within that same brand. Giving them agent access would grant too much visibility.
Example:
A staff member needs to submit a request to HR but should not view other HR-related tickets. Instead of agent access, they’re directed to the HR customer portal. They can submit and track their own tickets securely, with no access to tickets submitted by others.
This method keeps your roles and permissions intact while ensuring confidentiality.
NOTE: If an agent has access to only one brand and not to another, they will only see the tickets they’ve created in the customer portal. They won’t be able to view tickets submitted by others.
Related Article:
1.How to Manage Agents Access to Specific Brands
2.Unable to Find Ticket in Customer Portal
3.How to Manage Multiple Brands
