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Your team is the engine of your FusionDesk workspace. Adding the right people with the right roles ensures that tickets are handled by the agents best suited to resolve them, sensitive settings stay protected, and visibility into data is appropriately scoped. This guide walks you through inviting members, assigning roles, organizing groups, and managing access over time.

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Inviting Team Members

1

Open team settings

Click the Settings icon in the bottom-left navigation, then select Team → Members.
2

Click Invite

Click the + Invite Member button in the top-right corner of the Members page.
3

Enter the email address

Type the invitee’s work email address in the Email field. You can enter multiple addresses separated by commas to send bulk invitations.
4

Choose a role

Select the appropriate role from the Role dropdown — Administrator, Agent, or Viewer. See the Roles section below for a full breakdown of permissions.
5

Assign to a group (optional)

Use the Group dropdown to add the new member to one or more existing groups. You can skip this and assign groups later from the member’s profile.
6

Send the invitation

Click Send Invite. The invitee receives an email with a secure link to set their password and access the workspace. Invitations expire after 72 hours.

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Roles and Permissions

FusionDesk uses three built-in roles to control what each member can see and do within the workspace:
The Administrator role grants full access to all workspace settings, including billing, security policies, and audit logs. Only assign Administrator to team members who genuinely need to manage workspace configuration. For day-to-day ticket handling, use the Agent role. Consider having no more than two or three Administrators in your workspace to minimize the risk of accidental configuration changes.

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Creating and Managing Groups

Groups (also called departments) let you organize agents into teams that mirror your organizational structure — for example, Tier 1 Support, Billing, or Engineering Escalations. Tickets can be routed to a group rather than an individual, and agents only see group-specific queues. To create a group:
  1. Go to Settings → Team → Groups.
  2. Click + New Group.
  3. Enter a Group Name and an optional description.
  4. Add members by searching for agents and clicking Add.
  5. Designate a Group Lead — this agent receives escalation notifications and appears as the primary contact for the group.
  6. Click Save Group.
To edit a group, click the group name in the list and update its name, description, or membership. To delete a group, click the ⋯ More menu next to the group and select Delete. Note that deleting a group does not delete its members or reassign its tickets — those remain open and unassigned.

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Assigning Ticket Queues to Groups

Once your groups are set up, you can route incoming tickets to them automatically using assignment rules:
  1. Navigate to Settings → Automation → Assignment Rules.
  2. Click + New Rule.
  3. Define the conditions that should trigger the rule (for example: Channel is Email AND Subject contains “billing”).
  4. Set the action to Assign to Group and select your target group from the dropdown.
  5. Click Save Rule.
Tickets that match the rule’s conditions are assigned to the group queue the moment they enter FusionDesk. Agents in that group will see the ticket appear in their Team Queue view.

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Removing or Deactivating Members

When a team member leaves your organization or changes roles, you have two options:
  • Deactivate — the member can no longer log in, but their ticket history and past contributions remain intact. Their name still appears in historical reports. This is the recommended approach for offboarding.
  • Remove — permanently deletes the member from the workspace. Use this only for accounts created in error, as removal cannot be undone.
To deactivate or remove a member:
  1. Go to Settings → Team → Members.
  2. Find the member using the search bar.
  3. Click the ⋯ More menu next to their name.
  4. Select Deactivate Member or Remove Member.
  5. Confirm your choice in the dialog that appears.
Any open tickets assigned to a deactivated member are automatically moved to their group’s unassigned queue so they don’t fall through the cracks.