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FusionDesk brings your entire team into a single shared environment where tickets, tasks, and conversations stay connected. Whether you’re triaging incoming requests, handing off a task to another department, or checking in on a project milestone, your workspace is the central hub that keeps everyone aligned and moving forward.

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What Is a Workspace?

Your FusionDesk workspace is your organization’s shared environment. Every user you invite, every ticket that comes in, and every project you create lives inside this single workspace. Think of it as a digital operations center — one place where support, operations, and project teams work side by side without switching between tools. Key characteristics of your workspace:
  • Unified data — tickets, tasks, contacts, and conversations are all accessible to the right people based on their role and group membership.
  • Persistent history — all activity is logged so new team members can get up to speed quickly.
  • Role-based access — what each team member sees and can act on is governed by their assigned role and group.

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Workspace Views

FusionDesk provides several pre-built views that give teams immediate visibility into work in progress:

Shared Inbox

All inbound tickets land here before they are assigned. Any agent can triage, reply, or claim a ticket directly from the shared inbox.

Team Queues

Filtered views scoped to a specific group or department. Agents see only the tickets routed to their team, reducing noise.

Project Boards

Kanban-style boards that display tasks by status — To Do, In Progress, and Done — giving project contributors a clear picture of progress.
You can switch between views using the left-hand navigation panel. Use the Views menu to pin your most-used views to the top of the sidebar for quicker access.

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Collaborating on a Ticket

Every ticket in FusionDesk supports two types of responses, giving you full control over what customers see: Internal notes are visible only to your team. Use them to share context, flag blockers, or ask a colleague for input before replying to the customer. Internal notes appear with a distinct yellow background to distinguish them from public replies. Public replies are sent directly to the customer via the channel the ticket originated from (email, portal, or chat).

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Using @Mentions

Type @ followed by a teammate’s name inside any internal note or public reply draft to notify them directly. The mentioned agent receives an in-app notification and, depending on their preferences, an email alert. @mentions create a conversation thread inside the ticket so context is never lost.
Use @mentions rather than forwarding emails. Looping a colleague into a ticket via @mention keeps the full conversation history in one place and gives them a direct link back to the ticket — no copy-pasting required.

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Ticket Activity Timeline

Every action taken on a ticket — status changes, assignments, replies, and internal notes — appears in the Activity tab on the right-hand panel. This gives any team member who picks up the ticket a complete audit trail without needing to ask for a handoff summary.

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Shared Task Boards

Beyond tickets, FusionDesk includes shared task boards for project-style work. Task boards let you:
  • Create tasks with titles, descriptions, assignees, due dates, and priority levels.
  • Organize tasks into custom columns that reflect your team’s workflow stages.
  • Link tasks directly to tickets so related support work and project work stay connected.
  • Filter the board by assignee, priority, or due date to focus on what matters most.
To open a project board, select Projects in the left navigation and choose the project you want to view. Use the + Add Task button to create a new card directly on the board.

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Real-Time Updates

FusionDesk syncs changes in real time, so every update — a new reply, a status change, a reassignment — appears instantly for all team members who have the ticket or board open. You will never need to refresh the page to see the latest state of a conversation or task. Live indicators show you when a colleague is actively viewing or composing a reply on the same ticket, preventing duplicate responses. A small avatar icon appears at the top of the ticket thread when another agent is present.