How to Allow Users to Create Tickets Without Granting Brand Access
In a multi-brand BoldDesk account, agents can create tickets through the Agent Portal only for brands they are authorized to access. If an agent does not have access to a particular brand, they cannot create tickets for that brand from the Agent Portal.
As an alternative, the agent can still submit a ticket through the brand’s Customer Portal, provided they have the appropriate Customer Portal URL. Depending on the portal’s configuration, they can use the Customer Portal to track their ticket, add replies, and communicate with the support team. Their access remains limited to the tickets they are permitted to view through the Customer Portal. They do not gain access to the brand in the Agent Portal or to tickets submitted by other users.
This approach allows agents and other users to request support from a brand without being granted agent-level access to that brand. It helps organizations maintain appropriate access controls while protecting the confidentiality of other users’ tickets.
When to Use This Approach
Use this method when users need to submit tickets to a specific department or team but should not have visibility into tickets created by other users.
Common examples include:
- Human Resources (HR)
- Finance
- Legal
- Internal IT Support
- Facilities Management
Granting Agent access in these scenarios is generally not recommended because agent permissions may allow users to view tickets that should remain confidential.
Recommended Solution
Instead of assigning Agent access to the brand, provide users with the appropriate Customer Portal URL.
Through the Customer Portal, users can:
- Submit tickets.
- Track the status of their own tickets.
- Communicate with support agents on their requests.
- View only the tickets they have created.
This approach preserves existing permission settings and ensures that users cannot access tickets belonging to others.
How It Works
Agent Portal
Users without access to a brand:
- Cannot create tickets for that brand.
- Cannot access tickets associated with that brand.
Customer Portal
Users with access to the brand’s Customer Portal can:
- Submit new tickets.
- View and update their own tickets.
- Communicate with support agents.
They cannot:
- View tickets created by other users.
- Access the Agent Portal for that brand.
- Manage tickets belonging to others.
Example:
A staff member registered as an agent in BoldDesk may need to send a request to the HR department. Since HR requests often include sensitive information, giving Agent access to the HR brand might expose confidential tickets from other employees.
Instead, provide the employee with the HR Customer Portal link. Through this portal, the employee can:
- Submit an HR request.
- Monitor the ticket status.
- Reply to agent updates.
- View only their own HR tickets.
This approach maintains privacy while enabling effective communication with the HR team.
If an agent has access to one brand but not another, they can still submit tickets via the Customer Portal of the brand to which they lack access. Additionally, they will only be able to view tickets they have personally created in that portal and will not have access to tickets submitted by others.
Frequently Asked Questions
-
Can users create tickets without being assigned as agents?
Yes. Users can submit and track tickets through the Customer Portal without requiring Agent access. -
Will users be able to view tickets created by others in the same brand?
No. Customer Portal users can only view tickets they have created unless additional permissions are granted. -
Why shouldn’t I grant Agent access in this scenario?
Agent access provides visibility based on assigned permissions and may allow users to view tickets that should remain confidential. Using the Customer Portal helps maintain privacy. -
Can users communicate with support agents after creating a ticket?
Yes. Users can view ticket updates, add replies, and communicate with support agents through the Customer Portal. -
What happens if an agent does not have access to a specific brand?
The agent can only view tickets they personally created through the Customer Portal for that brand. They cannot access tickets submitted by other users.
