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Before your team starts handling tickets, take a few minutes to configure your FusionDesk organization account. Getting the foundational settings right — your timezone, business hours, and support email — ensures that SLA timers calculate accurately and that inbound customer emails flow into your workspace automatically from day one.

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Accessing Account Settings

To reach the organization-level settings:
  1. Click the Settings icon (gear) in the bottom-left navigation panel.
  2. Select Account from the settings menu.
Only users with the Administrator role can view and change account settings.

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Organization Profile

The Organization Profile section controls how your workspace is identified inside FusionDesk and on your customer-facing portal. To update any field, click Edit next to the section header, make your changes, and click Save.

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Business Hours Configuration

Business hours define the windows during which your team is expected to respond to tickets. FusionDesk uses your configured hours to calculate SLA timers accurately — time outside business hours does not count toward breach thresholds. To configure business hours:
  1. In Settings → Account, scroll to the Business Hours section.
  2. Click Edit.
  3. For each day of the week, toggle the day Active or Inactive.
  4. For active days, set the Start Time and End Time using your workspace timezone.
  5. To add a break period (for example, a lunch window), click + Add Break and specify the start and end time.
  6. Click Save Business Hours.
You can create multiple business hour schedules if your team operates in different regions. Navigate to Settings → Business Hours → + New Schedule and assign each schedule to the appropriate SLA policy.

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Email Channel Setup

Connecting a support email address allows FusionDesk to automatically convert inbound customer emails into tickets. Every reply an agent sends from FusionDesk is delivered back to the customer from that same address.
1

Navigate to email settings

Go to Settings → Channels → Email and click + New Email Channel.
2

Enter your support address

Type the email address you want customers to write to (for example, support@yourcompany.com). This address must be one you can add forwarding rules to.
3

Set up email forwarding

FusionDesk will display a forwarding address in the format inbox-<id>@mail.fusiondesk.in. Log in to your email provider and create a forwarding rule that redirects all mail from your support address to this FusionDesk forwarding address.
4

Verify the connection

Return to FusionDesk and click Verify. FusionDesk sends a test message to confirm the forwarding is active. A green checkmark indicates success.
5

Configure sender name and reply address

Set the Sender Name (shown in the customer’s inbox, for example “Acme Support”) and confirm the Reply-To address. Click Save Channel.
After setting up forwarding, send a test email to your support address and confirm it appears as a new ticket in your FusionDesk inbox within 60 seconds. If it doesn’t arrive, double-check the forwarding rule in your email provider and ensure no spam filters are intercepting messages before they reach the forwarding address.

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Custom Domain for the Customer Portal

By default, your customer-facing portal is accessible at yourworkspace.fusiondesk.in. You can replace this with your own domain (for example, help.yourcompany.com) to deliver a seamless branded experience. To set up a custom domain:
  1. Go to Settings → Customer Portal → Custom Domain.
  2. Enter the subdomain you want to use (for example, help.yourcompany.com).
  3. FusionDesk will display a CNAME record value. Add this CNAME record to your domain’s DNS settings through your DNS provider.
  4. DNS propagation typically takes between 5 minutes and 48 hours depending on your provider.
  5. Return to FusionDesk and click Verify Domain. Once verified, FusionDesk automatically provisions an SSL certificate for your custom domain.