Multibrand: Restricting agents to specific brands

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  • Mjaman

    I understand Brands and how it can be useful. However; judging by the comments, this solution falls short of what we really need.

    Correct me of I'm wrong but currently, the only way to restrict visibility of tickets for Agents is via Role - it really has nothing to do with Brands.

    A Role has 4 options for ticket visibility:

    1. Assigned to this agent only

    2. Requested by users in this agent's organization

    3. All within this agent's group(s)

    4. All

    The 3rd option is not helpful when you have multiple Groups in a single Brand, and you need every Agent in the same Brand to have visibility to all tickets within that Brand.

    It would be extremely helpful if there was an 5th option to allow agents to view tickets by Brand.

    Your thoughts...


  • Heather Rommel
    Community Moderator

    @Rebecca, our use case is similar to Mindaugas Verkys and would LOVE it if it can be considered. As you summarized:

    • It sounds like you're looking to have multiple agent groups have access to all tickets in one brand; so a 1 brand - to- multiple agent groups workflow.


    We don't want to add agents to multiple groups that they shouldn't belong to just to ensure they have access to a certain set of tickets. That causes so many unintended consequences (group assigned emails, taking a ticket in the wrong group, reporting affects, views would be bloated by nonrelevant tickets, etc).

    Any chance this is on the roadmap?

  • AdamFronteras

    Sorry, if I do that then the agents cant see tickets in other groups that I need them to be able to search on. basically I need Netential agents to see all tickets that are not in their group EXCEPT a specifically named Group. It is to time consuming to have lists of organisations for every consultant. So want I wanted was a way of excluding 1 group

  • Paul Middleton

    Agree with @Mjaman.

    @Dennis Lynn - even with custom roles, Agents from one Group (aligned with a specific brand) can still create tickets in another Brand, even if the Triggers/Automations/Rules prevent them from seeing those tickets once created.

    Restricting agent access strictly to a single brand (to both view & create tickets) would work very well for our SaaS environment. First level support can be provided to the end user by the client support team from within their brand; issues can be escalated to our own (non-brand specific) agents when required. Our agents have access to tickets from all brands, but their responses are branded as per the ticket brand.

    This limitation, combined with the inability to share Help Center/Guide content between brands, really negates any value the Multibrand feature could provide.

  • Brian Manning

    Emelie - It's possible to access tickets from outside your groups if you're CC'd on them. If the assignee can add you as a CC on the tickets you need to follow you shouldn't have any trouble.


  • Mindaugas Verkys

    When you have Support department with groups Tier1-3, you need that every group will handle their cases and access permission for other Tier group, also you have another department let's say Sales and it has to be hidden from support department. How you would handle this case?

  • Dennis Lynn
    Zendesk Customer Advocate

    Hi Valentina,

    The only way to control the users an agent has access to is to create a custom role for them, and set their permissions there. This feature is available in our Enterprise plans, if you're interested:

    Creating custom roles and assigning agents (Enterprise)

    If you are not on the Enterprise plan, you can still customize your agents access to tickets, but you are not able to customize their access to your users. 

  • Devan - Community Manager
    Zendesk Community Team

    Hello Josh, 

    At this time, we have no announcement or changes to announce on this feature. I would recommend sharing your use case in our product feedback forums so our developers can consider implementing changes for future product updates. 

    Best regards. 

  • Mindaugas Verkys

    Tier1-Tier2-Tier3 groups should have shared tickets between each of them but nothing outside these groups. Same for other groups. Sales department groups should access their tickets but not support and so on. 

  • Josh

    Can this be built into the role? That would be much easier.

  • Pedro Rodrigues

    FYI, especially @Mjaman and @Paul Middleton, I've added a product feedback post at

  • Valentina Z.



    This still doesn't prevent agents from viewing other organizations and users from other departments. They can still view all the users and organizations. Is there a way to prevent searches for specific agent groups? 

  • Mindaugas Verkys

    It won't hide Sales from other departments.

  • Becca
    Zendesk Team Member

    Hi Mindaugas-

    This Tip is showing how to use triggers to assign an agent group to a ticket based on the brand of the ticket; from what I am gather this may not perfectly fit your workflow.

    It sounds like you're looking to have multiple agent groups have access to all tickets in one brand; so a 1 brand - to- multiple agent groups workflow.

    Once tickets are assigned to a group they are inaccessible to all other agents who do not have access to tickets in that group. This in independent of brands. A major factor at play here is brands follow tickets not users.

    Therefore assigning brands to agent groups is not something that is currently possible in Zendesk.

    If you would like agents in Tier 1,2,3 to have access to the same tickets each agent in Tier 1,2,3 would need to be added to the agent group for Tier 1, 2, & 3.

  • Josh

    Any movement on this to restrict it by role?

  • Jessie Schutz
    Zendesk Team Member

    Hey Mindaugas!

    You should be able to set up a Sales agent group so that only agents in that group will be able to see their tickets: Creating, managing, and using groups.


  • Emelie Dahlström

    As I understand this means that you cannot follow a ticket that's assigned to another Brand, right?

    Basically I need to be able to follow some tickets but not be able so see tickets created from other departments (if I don't have the permission to do that). Is it possible to configure that?




  • Jessie Schutz
    Zendesk Team Member

    Hi Heather!

    As far as I know, this isn't something that we're considering at the moment, and I wasn't able to find anything on it in our Product Feedback forum. It's an interesting idea, though, so I think it would be a good idea to post your suggestion over there to make sure our Product Managers see it.

    They might not be able to respond, but they'll definitely see it. Just make sure that you include as much detail about your use case and workflows as possible so they can fully understand the scope of the problem you're trying to solve!

  • Jessie Schutz
    Zendesk Team Member

    Can you show me exactly what you have set up? It's hard to know how to help without being able to see what you're working with. Some screenshots would be very helpful.


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