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
- Open Admin Center, then People.
- Set up the brand restriction, sometimes called department spaces.
- Assign each agent or group to the brands they should reach.
- Save, then check with an agent account rather than your own.
Checking as an admin proves nothing, because admins generally see everything.
What it actually 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.
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.
Comments
0 comments
Article is closed for comments.