Filtering custom object records by brand

With several brands, records can be scoped so each brand's agents only see and select their own.

With several brands, records can be scoped so each brand's agents only see and select their own.

Connect records to brands

1. Open the custom object in Admin Center.
2. Enable brand association for it.
3. Set the brand on each record, or include it in your import.
4. Configure the access rules so agents see the brands they work on.

Why it matters

Without it, an agent working brand A picks from a list containing brand B's contracts. At best that is a longer list; at worst it is one company's commercial data visible to people serving another.

For a group with separate businesses under one Zendesk, this is the difference between a shared account being acceptable and not.

Set it at import

Adding brand to records after the fact means editing them all. Include it as a column in the import file from the start, even if you only have one brand today, because adding the second brand later is then a configuration change rather than a data migration.

Check the lookup field too

Scoping records is one half. The lookup field on the ticket should also filter to the ticket's brand, so agents get a short relevant list rather than a filtered-but-still-long one.

See also

• Setting permissions on custom object records
• What multiple brands solve and when to use them
• Lookup relationship fields: pointing at another user, organisation or ticket