Hello everyone,

I currently manage two Freshdesk portals; let's call them Portal A (the main one) and Portal B. The intention behind setting up Portal B was to have a completely separate and independent environment from Portal A, with its own tickets, agents, and workflows.

However, I've noticed that agents who are logged into Portal A are still able to view tickets that belong to Portal B—and potentially vice versa. This overlap defeats the purpose of keeping the portals isolated.

Example:
A ticket is created for example.com, which is associated with Portal B, but it still appears in the ticket view for agents working in Portal A.

Ideally, I’d like each portal to have its own set of agents and tickets, with no visibility or crossover between them. I’ve looked through the settings but haven’t been able to find a way to restrict agent access to only one specific portal.

Is it possible to enforce such separation between portals in Freshdesk?
If so, how can this be configured?

Thanks in advance for any guidance or suggestions!