> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusiondesk.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# FusionDesk Core Concepts: Tickets, Projects, SLAs & Roles

> Learn the key building blocks of FusionDesk — tickets, projects, tasks, SLAs, workspaces, and roles — explained clearly for new users and admins.

FusionDesk brings together help desk ticketing, project management, and team collaboration inside a single platform. Before you dive into the product, it helps to understand the building blocks — the terms, objects, and structures you'll encounter every day. This page explains each core concept clearly so you can configure FusionDesk with confidence and communicate precisely with your team.

***

## Tickets

A **ticket** represents a support request raised by a customer or end user. It is the central work item in FusionDesk's help desk module. Every ticket captures the full conversation history, attached files, internal notes, time logs, and audit trail in one place, giving your agents all the context they need to resolve issues quickly.

Each ticket carries four key attributes:

| Attribute    | Description                                                     |
| ------------ | --------------------------------------------------------------- |
| **Status**   | Where the ticket stands in its lifecycle — see values below.    |
| **Priority** | How urgently the ticket needs attention — drives SLA deadlines. |
| **Assignee** | The agent or team currently responsible for the ticket.         |
| **SLA**      | The response and resolution deadline attached to this ticket.   |

**Ticket statuses**

* **Open** — The ticket has been created and is waiting to be picked up.
* **In Progress** — An agent is actively working on the issue.
* **Resolved** — The issue has been addressed; awaiting customer confirmation.
* **Closed** — The ticket is fully complete and no further action is needed.

**Ticket priorities**

* **Low** — Non-urgent; no immediate business impact.
* **Medium** — Moderate impact; should be addressed in normal course of work.
* **High** — Significant impact on the customer; requires prompt attention.
* **Urgent** — Critical issue; escalated response and resolution times apply.

<Info>
  Ticket priority directly controls which SLA policy is applied. Changing a ticket's priority mid-lifecycle recalculates the SLA deadline from that moment forward.
</Info>

***

## Projects

A **project** is a container that groups related tasks under a shared goal, deadline, and team. Projects live in FusionDesk's project management module and are ideal for tracking internal initiatives, product launches, onboarding workflows, or any body of work that spans multiple steps and people.

Every project has:

* **Name** — a clear, short label for the work (e.g., *Q3 Portal Redesign*).
* **Description** — context about the project's scope and objectives.
* **Due Date** — the target completion date used in timeline views and reporting.
* **Team Members** — the agents and collaborators assigned to the project.

<Tip>
  You can link a ticket to a project when an issue escalates into planned work — keeping your helpdesk and project boards connected without duplicating effort.
</Tip>

Projects can be viewed as a **Kanban board**, **list**, or **Gantt timeline**, depending on how your team prefers to work.

***

## Tasks

A **task** is an individual unit of work that lives inside a project. Think of tasks as the actionable steps required to complete the project's goal. Tasks are the day-to-day items your team checks off on the way to the finish line.

Key properties of a task:

* **Title and Description** — what needs to be done and why.
* **Assignee** — the team member responsible for completing the task.
* **Priority** — Low, Medium, High, or Urgent — the same scale used by tickets.
* **Due Date** — the deadline for this specific work item.
* **Status** — tracks progress from *To Do* → *In Progress* → *Done*.
* **Sub-tasks** — tasks can be broken down into smaller checklist items for complex work.

<Note>
  Tasks and tickets are separate objects in FusionDesk. Tickets model customer-facing support interactions; tasks model internal work. You can reference a ticket inside a task description, but they have independent lifecycles.
</Note>

***

## SLA (Service Level Agreement)

An **SLA** defines the time targets your team commits to for responding to and resolving tickets. FusionDesk enforces SLAs automatically — calculating deadlines, sending reminders, and escalating tickets that are at risk of or have already breached the agreed timeframes.

SLA policies are configured per **priority level**:

| Priority   | First Response Target | Resolution Target |
| ---------- | --------------------- | ----------------- |
| **Low**    | 24 hours              | 72 hours          |
| **Medium** | 8 hours               | 24 hours          |
| **High**   | 2 hours               | 8 hours           |
| **Urgent** | 30 minutes            | 2 hours           |

<Info>
  The default targets above are examples. You can customise SLA policies for your workspace under **Settings → SLA Policies** to match your team's actual commitments.
</Info>

SLA timers respect your workspace's **business hours** settings. If you only support customers Monday–Friday, 9 AM–6 PM, SLA clocks pause outside those windows.

<Warning>
  SLA breach data feeds directly into FusionDesk's reporting dashboards. Regularly review your SLA performance report to identify bottlenecks before they impact customer satisfaction scores.
</Warning>

***

## Workspace

Your **workspace** is your organisation's private, shared environment inside FusionDesk. Everything — tickets, projects, tasks, team members, settings, and reports — lives within a single workspace.

Key workspace characteristics:

* **Isolated** — your data is completely separate from other FusionDesk customers.
* **Customisable** — set your brand name, logo, colour, timezone, business hours, and email domain.
* **URL** — every workspace gets a unique subdomain: `https://<your-workspace>.fusiondesk.in`.
* **Multi-team** — a single workspace supports unlimited teams, departments, and agents.

<Note>
  Most growing companies need only one workspace. If you manage support for multiple distinct brands or products, contact FusionDesk support to discuss a multi-workspace configuration.
</Note>

***

## Roles

FusionDesk uses a three-tier role system to control what each team member can see and do inside your workspace. Roles are assigned when you invite a user and can be changed at any time by an Administrator.

| Role              | Access Level                                                                                                                                                                 | Typical User                                     |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------ |
| **Administrator** | Full access — manage workspace settings, billing, SLA policies, team members, and all tickets, projects, and tasks. Can invite and remove users and change roles.            | Team leads, IT managers, support managers        |
| **Agent**         | Operational access — create, view, update, and resolve tickets; create and manage tasks and projects they are assigned to. Cannot access billing or workspace configuration. | Support agents, developers, project contributors |
| **Viewer**        | Read-only access — can view tickets, projects, and tasks but cannot create or edit any records. Cannot access settings.                                                      | Stakeholders, executives, auditors               |

<Info>
  An **Administrator** cannot demote their own account to a lower role. At least one Administrator must exist in every workspace at all times. A second Administrator must perform any role change on the current sole admin.
</Info>

Roles are workspace-wide. There is currently no per-project or per-queue role override — if you need to restrict visibility at a more granular level, use FusionDesk's **Teams** feature to segment access by department or queue.

***

## Summary

Understanding these six concepts gives you the mental model to configure FusionDesk correctly from day one:

* **Tickets** handle customer-facing support requests.
* **Projects** organise internal work into trackable initiatives.
* **Tasks** are the individual steps inside a project.
* **SLAs** enforce response and resolution commitments automatically.
* **Workspace** is your organisation's shared environment.
* **Roles** control what each team member can access and change.

Ready to put this into practice? Follow the [Quickstart guide](/quickstart) to set up your workspace, invite your team, and handle your first ticket in under ten minutes.