> ## 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.

# Set Up Your FusionDesk Organization Account Settings

> Configure your FusionDesk organization: set your workspace name, timezone, business hours, and email channel settings to start handling tickets.

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.

## 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.

## Organization Profile

The Organization Profile section controls how your workspace is identified inside FusionDesk and on your customer-facing portal.

| Setting              | Description                                                                                                                         |
| -------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Workspace Name**   | Displayed in the browser tab, email footers, and the customer portal header.                                                        |
| **Logo**             | Upload a PNG or SVG (recommended size: 200×50 px). Appears in the portal and outbound email templates.                              |
| **Timezone**         | Sets the reference timezone for SLA calculations, business hours, and scheduled reports.                                            |
| **Language**         | The default language of the FusionDesk interface for all agents. Individual agents can override this in their personal preferences. |
| **Default Currency** | Used for billing display and any cost-tracking fields in project management.                                                        |

To update any field, click **Edit** next to the section header, make your changes, and click **Save**.

## 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**.

<Info>
  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.
</Info>

## 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.

<Steps>
  <Step title="Navigate to email settings">
    Go to **Settings** → **Channels** → **Email** and click **+ New Email Channel**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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.