The multi-brand feature in BoldDesk allows organizations to set up separate support centers for each of their products. For more details on managing multiple brands, learn more on How to Manage Multiple Brands. Adding a brand generates a unique URL for its support center.

The BoldDesk multi-brand system allows agents to access tickets and chats across all the brands from a single, unified interface to provide faster support.

How to Configure Brand Inheritance from URL for Brand‑Specific Views

Agents can streamline ticket and chat access by inheriting the brand from the portal URL. This setting allows agents to see only the tickets associated with the brand to which the URL is used to access the portal.

To enable this feature:

• Click your Profile icon and choose View Profile & Setting.

• Under the Brand section, select Inherit from URL.
  Once selected, the brand filter on the ticket list page will automatically default to the brand associated with the current portal URL.
  

  
  
  

How to Restrict Agent Access to Specific Brands

To restrict agents from accessing tickets or chats associated with certain brands, follow these steps:

1. Go to Admin > Users and Permissions > Agents.

2. Select the agent you want to restrict brand access for.

3. Uncheck the Can access all brands option and select the brands on the Brand Access dropdown for Tickets and Chats.

4. Click Update to save changes.
   

   
   
   

How Brand Context Affects Agent Invitation Emails in BoldDesk

In multi-brand accounts, the Agent Invitation email is sent when a new agent account is created.
Because email templates and notification enable/disable settings are configured per brand, the invitation email will use the brand context of the agent portal URL used during agent creation/conversion (for example, {brand-domain}/agent).

If you want the Agent Invitation email to follow a specific brand’s notification configuration (including disabling the event or using a different template), create/convert the agent while signed in through that brand’s agent portal URL.

Troubleshooting (multi-brand agent access and brand context)

1. Agent can view tickets from an incorrect brand or multiple brands

   • Confirm whether the agent enabled Inherit from URL in View Profile & Setting.
   • Confirm the agent signed in using the correct brand-specific agent portal URL (brand context comes from the URL).

2. Agent cannot access tickets/chats for a brand

   • Check the agent’s configuration in Admin > Users and Permissions > Agents.
   • Verify Can access all brands is enabled if the agent should have global access.
   • If Can access all brands is disabled, verify the brand is selected in Brand Access for Tickets and/or Chats (depending on what the agent is trying to access).

3. Agent Invitation email used the wrong brand template

   • The invitation uses the brand context of the agent portal URL used during creation/conversion.
   • Recreate/convert the agent while signed in via the desired brand’s {brand-domain}/agent URL to use that brand’s template and notification settings.

Frequently Asked Questions

1. Does BoldDesk create separate agent portals for each brand?
   No. BoldDesk provides a single agent portal experience, but agents can access it via different brand URLs (for example, by using a brand portal URL and appending /agent).

2. What does “Inherit from URL” change for an agent?
   Inherit from URL causes BoldDesk to default the ticket list brand filter to the brand associated with the portal URL used to access the agent portal.

3. Is “Inherit from URL” an admin-level setting?
   The provided steps configure Inherit from URL from the agent’s Profile > View Profile & Setting page. No separate admin-level toggle is described in the provided content.

4. How do I restrict an agent to only certain brands?
   Go to Admin > Users and Permissions > Agents, open the agent, disable Can access all brands, then select allowed brands in Brand Access dropdowns for Tickets and Chats, and click Update.

5. Can I allow an agent to access tickets for some brands but chats for different brands?
   Yes. Brand access is selected separately for Tickets and Chats using separate Brand Access dropdowns.

6. Why did an agent receive an invitation email using the wrong brand template?
   In multi-brand accounts, invitation templates and notification enable/disable settings are configured per brand. The invitation email follows the brand context of the agent portal URL used during agent creation/conversion (for example, {brand-domain}/agent).

7. How do I ensure an invitation email uses a specific brand’s notification settings?
   Create/convert the agent while signed in through that brand’s agent portal URL ({brand-domain}/agent) so the correct brand context is applied.

Related Articles

1. How to Manage Multiple Brands in BoldDesk
2. How to Manage Agents Access to Specific Brands