Managing Multi-Client Ticketing in BoldDesk Ticketing System
If you’re managing support for multiple clients or departments—and your organization also oversees these entities—BoldDesk offers a secure and scalable solution to keep everything organized, collaborative, and brand-isolated.
BoldDesk helps you:
- Keep brand-restricted tickets visible only within their originating brand.
- Collaborate on shared tickets with clients or other departments when needed.
- Ensure agents only access tickets relevant to their assigned clients or teams.
- Configure a management brand for your organization to oversee other brands while maintaining ticket isolation.
This guide walks you through how to configure BoldDesk so that each team sees only what they need—and nothing more—while still working together when necessary.
Key Requirements for Multi-Client Ticketing Setup in BoldDesk
To ensure a secure and collaborative support experience across multiple clients or departments, BoldDesk provides the following essential capabilities:
| Requirement | Description |
|---|---|
| Brand-Level Isolation | BoldDesk supports strict ticket isolation between brands. Tickets created under a brand are not visible in the customer portal of other brands. In the Agent Portal, admins can configure brand access in an agent’s profile to grant visibility to all brands or selected brands. |
| Shared Access to Client Tickets | Contacts within the same contact group can collaborate on tickets if the View All Tickets option is enabled for selected users. Agents can also be added as watchers. If they have permission to view the ticket in the Agent Portal, they can open it, reply, and contribute using private notes and @mentions—without exposing sensitive information to the client. However, if a watcher agent does not have permission to view the ticket in the Agent Portal, they will only receive email notifications. |
| Ticket Visibility Restrictions | Agent ticket visibility is configured in each agent’s individual profile details within the Admin module in the Agent Portal. Ticket visibility for a given contact is configured in that particular contact’s profile within the Contacts module in the Agent Portal. |
How BoldDesk Supports Multi-Client Ticketing
BoldDesk provides a flexible and secure framework to manage support across multiple clients or departments—all within a single instance. Here’s how to configure it effectively:
1. Multi-Brand Configuration
Create isolated environments for each client and department by setting up multiple brands. Each brand has its own:
- Support portal
- Email channel
- Branding and settings
To support a centralized management structure, create a brand for your organization and set it as the default brand and disable the permission to manage brands for all roles in every brand except for your organization’s brand.
Learn more on How to Manage Multiple Brands.
2. Agent Groups
Organize agents into logical support teams for streamlined ticket assignment.
In the Admin module, you can create Agent Groups to represent:
- Internal departments
- Client-specific support teams
- Cross-brand management teams
Assigning an agent to a group does not automatically grant them access to all tickets assigned to that group. Ticket access is configured individually in the agent’s profile under Ticket Access Scope.
Learn more on Managing Agents in Groups or Teams.
3. Ticket Visibility Settings
Ticket visibility is configured to ensure that agents and clients only see tickets in their access scope.
Key visibility controls include:
-
Brand-Restricted Tickets:
Tickets are limited to the brand where they were created. By default, agents cannot access tickets from other brands unless their profile settings allow cross-brand access. In the Edit Agent page you can configure this using the Brand Access section:- Enable Can access all brands to grant visibility across all brands.
- Or select specific brands in the Brand Access dropdown to allow access only to those brands.
This ensures sensitive or internal tickets remain isolated within their brand unless explicit access is granted.
-
Agent Ticket Access Scope:
Ticket access is explicitly configured in the agent’s profile settings under the “Ticket Access Scope” option. Learn more on How to Manage Ticket Visibility.
Define whether an agent can:- View only tickets assigned to them
- View tickets assigned to their group(s)
- View all tickets in the system
-
Ticket Sharing Rules for Contact Groups:
Contacts within a group can only view their own tickets and the tickets they have been CC’d unless the View All Tickets option is enabled for a specific contact. -
Private Tickets: Mark tickets as private to prevent client contacts from viewing them in the portal or receiving related notifications. Learn more on Creating a Internal or Private Ticket.
4. Collaborative Access
Enable secure teamwork across organizational boundaries.
Add internal and external agents as collaborators on shared tickets. Use:
- Private notes for internal agent communication
- @mentions to loop in relevant agents as watchers without exposing sensitive data
- Share Ticket feature to grant access to agents or groups who normally wouldn’t have visibility to the ticket. Learn How to Share a Ticket.
Learn more on Using @mention in Ticket Updates or Notes.
5. Ticket Workflow Automation
To streamline multi-client support and ensure tickets move through the right stages, BoldDesk provides ticket workflows. A workflow defines the sequence of actions a ticket follows from creation to resolution, helping teams maintain consistency and efficiency.
Key benefits of using ticket workflows:
- Automate repetitive tasks such as ticket updates, notifications, and assignments.
- Ensure compliance with organizational processes across multiple brands.
- Reduce manual errors by enforcing predefined rules.
How workflows fit into multi-client ticketing:
- Each brand can have its own workflow to reflect its unique support process.
- Workflows can include conditions based on ticket properties.
Example use cases:
- Automatically assign tickets from Brand A to its dedicated support group.
- Automatically set ticket fields based on requester details. Agents can still edit these fields if needed.
Learn more on Automations Available for Tickets In BoldDesk.
Frequently Asked Questions (FAQs)
Q1: Can I restrict agents to only see tickets they have been assigned?
Yes. Use the Ticket Access Scope setting in each agent’s profile to control visibility. You can restrict access to tickets assigned to the agent, their group, or allow full access.
Q2: How do I ensure internal tickets are not visible to clients?
Mark tickets as Private during creation. This hides them from client portals and prevents related notifications from being sent to contacts.
Q3: Can a contact view tickets submitted by other members of their organization?
Yes, but only if the “View All Tickets” permission is enabled for that contact within the Contact Group settings.
Q4: Can I share a ticket with agents who do not have visibility for that ticket?
Yes. Use the Share Ticket feature to grant access to agents or groups who normally wouldn’t have visibility to that ticket.
Q5: How do I manage support for multiple clients in one BoldDesk instance?
Use Multi-Brand Configuration to create isolated environments for each client, with separate portals, channels, and branding.
Q6: Can I customize ticket views for different agent groups?
Yes. Use Custom Views and Filters to create ticket views tailored to specific agent groups.
