Managing Contacts Across Multiple Brands in BoldDesk
BoldDesk manages contacts at the organization level, enabling a unified user base across all brands. Contacts aren’t tied to specific brands and can interact with multiple portals if they have the relevant URLs. This guide explains how contact management works and addresses common questions about multi-brand access.
Key Concepts
1. Organization-Level Contact Management
- Contacts in BoldDesk are stored at the organization level.
- This centralized system enables contacts to create tickets for any brand, provided they know the respective brand’s portal URL.
2. No Brand-Specific Contact Assignment
- Currently, there is no functionality to assign contacts to specific brands.
- The system is intentionally designed to maintain a shared user base across the organization, enhancing flexibility and simplifying management.
3. Contact Creation Behavior
- When creating a new contact, there is no field to specify brand affiliation.
- Contacts are created as global users within the organization.
Example Scenario
If your organization supports Brand A and Brand B, a user with the email alex@example.com can create tickets for both brands, as long as they know and visit each brand’s portal URL.
In BoldDesk, contacts cannot be restricted to a single brand. Once created, contacts have access to all brand portals within the organization provided they know the respective brand’s portal URL.
Frequently Asked Questions (FAQs)
Q1: Can I assign a contact to only one brand?
No. Contacts are managed at the organization level and are not brand-specific.
Q2: Will a contact see all brands automatically?
No. A contact must know and access the specific brand’s portal URL to interact with it.
Q3: Can I limit ticket creation to certain brands?
Not at the contact level. Brand-specific access control is managed through agent permissions, not contacts.
