> ## 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.

# Customize FusionDesk Branding and Ticket Workflows

> Personalize FusionDesk with your brand colors, logo, and custom email templates to deliver a consistent experience for your customers and agents.

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.

## 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**.

| Setting               | Description                                                                                                   |
| --------------------- | ------------------------------------------------------------------------------------------------------------- |
| **Logo**              | Upload your company logo (PNG or SVG, max 2 MB). Displayed in the portal header and email footers.            |
| **Primary Color**     | Enter a hex code to set the portal's button, link, and accent color. Defaults to FusionDesk blue (`#2563EB`). |
| **Portal Background** | Upload a background image or choose a solid color for the portal homepage hero section.                       |
| **Favicon**           | Upload a 32×32 px ICO or PNG used in the browser tab when customers visit your portal.                        |

<Tip>
  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.
</Tip>

## 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:

| Variable             | Output                                             |
| -------------------- | -------------------------------------------------- |
| `{{customer_name}}`  | The customer's full name                           |
| `{{ticket_id}}`      | The unique ticket reference number                 |
| `{{ticket_subject}}` | The subject line of the original ticket            |
| `{{ticket_url}}`     | A direct link to the ticket in the customer portal |
| `{{agent_name}}`     | The name of the assigned agent                     |
| `{{company_name}}`   | Your organization's workspace name                 |

5. Click **Send Test Email** to preview the rendered output in your inbox before going live.
6. Click **Save Template**.

## 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**:

<CardGroup cols={3}>
  <Card title="Text" icon="input-text">
    A single-line text input. Use for short values like order numbers or version strings.
  </Card>

  <Card title="Dropdown" icon="chevron-down">
    A predefined list of options agents can select from. Useful for categorization fields with a fixed set of values.
  </Card>

  <Card title="Checkbox" icon="square-check">
    A boolean yes/no toggle. Use for flags like "Requires escalation" or "Enterprise account."
  </Card>
</CardGroup>

5. 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).
6. Click **Save Field**.

Custom fields appear in ticket views, can be used as filter conditions in reports, and are included in CSV exports.

## 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**.

<Info>
  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.
</Info>