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FusionDesk is built to feel like your product, not ours. By investing a few minutes in branding and template customization, you can ensure that every email your team sends, every page a customer visits, and every form they fill out reinforces your company’s identity. This guide covers branding, email templates, custom ticket fields, and workflow statuses.

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Branding Settings

The branding settings control the visual appearance of your customer-facing portal and outbound email communications. To access branding settings, navigate to Settings → Customization → Branding.
Use the Preview button in the top-right corner of the Branding page before clicking Save Changes. Preview mode renders a live simulation of how your portal will look with the current settings applied, so you can catch contrast issues or mismatched colors before they reach customers.

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Custom Email Templates

Every automated email FusionDesk sends — ticket confirmation, agent reply notification, and ticket closure — uses an editable template. Customizing these templates lets you control tone, add your brand voice, and surface exactly the information customers need. To edit an email template:
  1. Go to Settings → Customization → Email Templates.
  2. Select the template you want to edit from the list:
    • Ticket Created — sent to the customer when a new ticket is successfully submitted.
    • Reply Received — sent to the customer when an agent adds a public reply.
    • Ticket Closed — sent to the customer when the ticket is marked resolved.
  3. Edit the Subject Line and Body using the rich-text editor.
  4. Insert dynamic variables using the {{ }} syntax. Available variables include:
  1. Click Send Test Email to preview the rendered output in your inbox before going live.
  2. Click Save Template.

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Custom Ticket Fields

Standard ticket forms collect a subject, description, and priority. If your workflow requires additional context — such as a product version, account tier, or order number — you can add custom fields that appear on the ticket creation form. To add a custom field:
  1. Navigate to Settings → Customization → Ticket Fields.
  2. Click + Add Field.
  3. Enter a Field Label (shown to the agent and optionally to the customer).
  4. Choose a Field Type:

Text

A single-line text input. Use for short values like order numbers or version strings.

Dropdown

A predefined list of options agents can select from. Useful for categorization fields with a fixed set of values.

Checkbox

A boolean yes/no toggle. Use for flags like “Requires escalation” or “Enterprise account.”
  1. Set whether the field is Required or optional, and whether it appears on the Customer Portal form (visible to customers) or the Agent Form only (internal).
  2. Click Save Field.
Custom fields appear in ticket views, can be used as filter conditions in reports, and are included in CSV exports.

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Custom Statuses

By default, tickets move through four statuses: Open, Pending, On Hold, and Resolved. If your workflow has additional states — such as “Awaiting Development” or “Pending Customer Approval” — you can add custom statuses to capture these stages accurately. To manage statuses:
  1. Go to Settings → Customization → Ticket Statuses.
  2. Click + Add Status to create a new status, or click an existing status name to rename it.
  3. Assign a Color to each status so it’s visually distinct in ticket lists and board views.
  4. Set the Type: choose Open (SLA timer runs), Pending (SLA timer paused), or Closed (ticket considered resolved).
  5. Drag statuses in the list to reorder them — this order determines how they appear in the status dropdown when an agent updates a ticket.
  6. Click Save.
The default Resolved status cannot be deleted, as it is required by the SLA and reporting engine. You can rename it to match your team’s language (for example, “Closed” or “Completed”) without affecting its underlying behavior.