Multibrand: Restricting agents to specific brands

The Multibrand feature in Zendesk Support is configured by default to allow all agents to access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide faster support. However, some teams might want to restrict the agents that are able to work on tickets for specific brands.

This article describes how to, effectively, restrict agent access to tickets for specific brands using custom agent role permissions (Enterprise plans) and business rules for routing tickets.

Step 1: Limit agents to groups

Your custom roles can be set to restrict agents to only access tickets within their groups. To do this, open the custom role for editing. Then, scroll down to the Tickets they can access section and select All with this agent's group(s).

Step 2: Set up all the necessary groups

You need to add groups, then add your agents to these groups. Possibly just one per brand, or maybe many per brand, depending on how granular you want restrictions to be. For example:

• Simple: BrandA, BrandB, BrandC, etc
• Complex: Support_BrandA, Returns_BrandA, Support_BrandB, Returns_BrandB, Support_BrandC, Returns_BrandC, etc

Step 3: Create routing rules

You can now build triggers to route new tickets to a group for the right brand. It might be beneficial to first route tickets to a triage group, who will then assign them to the appropriate group based on the type of request.

Set the condition of the trigger to be when a ticket is created for a certain Brand:

Then the action will assign it to the correct group, and you can add any notification messages or other ticket updates as well:

Optional: Add group-limited views

In addition to the group and trigger workflow, you can also restrict your views to a specific group. This way, you can have a view for BrandA's tickets and only allow a specific group of agents to see that view:

For more information, see Using views to sort branded tickets.

Note: If you use brand-specific views, and your agents are restricted to working only in their groups, it might be harder for your agents to assign tickets and collaborate across groups. You can have managers or administrators with access to every group's tickets facilitate handoffs if necessary in this case.