Using views to separate brands

Where you have not restricted agents by brand, views are how each team gets its own queue without losing the ability to help elsewhere.

Where you have not restricted agents by brand, views are how each team gets its own queue without losing the ability to help elsewhere.

Build a view per brand

1. Open Admin Center, then Workspaces, then Views.
2. Create a view with a condition on Brand.
3. Add your usual conditions, such as status.
4. Share it with the group that works that brand.
5. Order it so each team's own queue sits at the top of their list.

Add brand as a column

On any shared view covering more than one brand, put brand in the columns. An agent who can see everything still needs to know which company they are about to write as, and the ticket does not always make that obvious.

Views are not a permission

Worth being plain about. A view narrows what somebody looks at; it does not stop them seeing anything. An agent with a brand-filtered view can still search across brands and open any ticket.

That is the right trade-off for most organisations: each team has its own queue and can still help when the other is drowning. Where it is not acceptable, brand restriction is the feature you want instead.

Keep the naming consistent

With several brands the views list grows quickly. A shared prefix per brand keeps related views together and makes the list scannable, which matters more the more brands you run.

See also

• Restricting agents to specific brands
• Creating a view
• Ordering views and sharing them with groups