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.

Frequently Asked Questions

1. Does BoldDesk create separate Agent Portals for each brand?
   No. BoldDesk uses a single Agent Portal experience for all brands, but agents can access the Agent Portal using different brand URLs (by opening the brand portal and adding /agent).

2. What does “Inherit from URL” do for agents?
   When Inherit from URL is enabled in an agent’s profile settings, BoldDesk automatically defaults the ticket list brand filter to the brand associated with the portal URL the agent used to access the Agent Portal, helping agents focus on brand-specific tickets and chats.

3. How do I restrict an agent so they can access only specific brands?
   Go to Admin → Users and Permissions > Agents, open the agent profile, disable Can access all brands, then select the allowed brands in the Brand Access dropdowns for Tickets and Chats, and click Update to save.

4. Why did a new agent receive an Agent Invitation email using the “wrong” brand template?
   In multi-brand accounts, invitation templates and notification enable/disable settings are configured per brand, so the Agent Invitation email follows the brand context of the Agent Portal URL used when the agent was created or converted (for example, {brand-domain}/agent).