Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Access | Admin |
Agents can be limited to the brands they work on. It is a real permission boundary, not just a filter on what they see.
Restrict access
- In Admin Center, click People and select Team > Team members.
- Search for the people you want and select them.
- Click Manage brand membership, then use Add to brand and Remove from brand to set which brands they reach.
- Click Save, then check with an agent account rather than your own.
The feature is called department spaces, but the screen calls it brand membership.
Checking as an admin proves nothing: administrators always have access to every brand, whatever their brand membership says.
What it does
An agent restricted to one brand cannot see the other brand's tickets at all. Not in views, not in search, not through a direct link. That is what makes it usable where the separation genuinely matters rather than merely being tidy.
Two edges apply. Being CC'd or added as a follower does give an agent a ticket outside their brands, though only that ticket and not the brand around it. So the boundary can be opened one ticket at a time by anybody, which is usually what you want and occasionally not.
The other edge bites harder. An agent assigned to no brand has no ticket access at all, and that is the state an upgraded team member starts in: promote an end user to agent and they belong to no brands, so they sign in to nothing. There is a setting for this, Assign new team members to all brands, and it is on initially. Leave it on unless you have a reason, and if you turn it off, make brand assignment part of how you add people.
When to use it
- An outsourced team working one brand who should not see the rest of your business.
- Two companies in a group whose staff should not read each other's customer conversations.
- A public brand and an internal one, where the internal side handles staff matters.
What it costs you
Flexibility. An agent restricted to one brand cannot help with another when it is busy, and moving a ticket between brands becomes something only certain people can do. Reporting across brands also needs someone with wider access.
Restrict where you have a reason to. Doing it because it seems neat produces a support team that cannot cover for each other.
If the requirement is absolute, consider separate accounts. Brand restriction is a strong boundary inside one account. Where you are held to proving separation, two accounts is the cleaner answer.
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