Welcome to CherryDesk

CherryDesk is a powerful, modern helpdesk and support ticket management system designed to streamline customer support operations.

Quick Start Guide

Get started with CherryDesk in just a few simple steps.

For Customers

1. Visit the Support Portal

   Go to the CherryDesk homepage to access the support portal.

2. Create a Support Ticket

   Click "Create Ticket" and fill in the required details: your name, email, subject, and description of your issue.

3. Receive Confirmation

   You'll receive an email with your ticket number. Use this to track your ticket status.

4. Track Your Ticket

   Use the "Search Ticket" option to check the status and view replies from our support team.

For Agents & Admins

1. Log In

   Click the "Login" button and enter your credentials provided by your administrator.

2. Access Dashboard

   After login, you'll see your dashboard with ticket statistics and recent activity.

3. Manage Tickets

   Navigate to the ticket section to view, respond to, and manage support tickets.

User Roles

CherryDesk supports three primary user roles, each with specific permissions and capabilities.

Creating Tickets

Learn how to create a support ticket to get help from our team.

From the Homepage

1. Navigate to Create Ticket

   Click "Create Ticket" in the navigation menu or use the ticket form on the homepage.

2. Fill in Your Details

   Enter your name and email address. This is how we'll contact you about your ticket.

3. Select Category

   Choose the category that best matches your issue (e.g., Technical Support, Billing, General Inquiry).

4. Set Priority

   Select the urgency level: Low, Medium, High, or Critical.

5. Describe Your Issue

   Write a clear subject line and detailed description. The more details you provide, the faster we can help.

6. Attach Files (Optional)

   Upload screenshots, documents, or other files that might help explain your issue.

7. Submit

   Click the submit button to create your ticket. You'll receive a confirmation email with your ticket number.

Tracking Tickets

Check the status of your support tickets and view responses.

Search for Your Ticket

1. Go to Search Ticket

   Click "Search Ticket" in the navigation menu.

2. Enter Your Details

   Enter your email address and ticket number (received in confirmation email).

3. View Ticket Status

   See the current status, all messages, and any attachments.

4. Reply to Ticket

   Add additional information or respond to agent questions directly from the ticket view.

Ticket Statuses

Knowledge Base

Find answers to common questions in our self-service knowledge base.

Browsing Articles

The knowledge base is organized into categories. Browse by category or use the search function to find specific topics.

Using Search

Type keywords related to your question in the search box. Results will show relevant articles that might answer your question.

Agent Dashboard

Your central hub for managing support tickets and viewing performance metrics.

Dashboard Overview

Managing Tickets

Learn how to efficiently handle and manage support tickets.

Ticket List View

The ticket list shows all tickets you have access to. Use filters to narrow down:

• Status Filter: View tickets by status (New, Open, On Hold, Resolved, Closed)
• Priority Filter: Sort by urgency level
• Category Filter: Filter by ticket category
• Date Range: View tickets from specific time periods
• Search: Find tickets by keyword, ticket number, or customer email

Ticket Actions

Replying to Tickets

Best practices for responding to customer tickets.

Writing Effective Replies

1. Read the Full Ticket

   Understand the customer's issue completely before responding.

2. Acknowledge the Issue

   Show empathy and let the customer know you understand their concern.

3. Provide Clear Solutions

   Give step-by-step instructions when applicable.

4. Set Expectations

   Let customers know what happens next or if you need more information.

Using the Rich Text Editor

The reply editor supports formatting options:

• Bold, Italic, Underline: Emphasize important text
• Lists: Create numbered or bulleted lists for steps
• Links: Add hyperlinks to resources
• Attachments: Upload files, screenshots, or documents

Internal Notes

Add private notes to tickets that are only visible to staff members.

When to Use Notes

• Document troubleshooting steps you've tried
• Leave instructions for other agents
• Record important customer information
• Note any escalations or special handling required

Admin Dashboard

Comprehensive overview of your support operations.

Dashboard Widgets

User Management

Create and manage user accounts for agents and administrators.

Creating a New User

1. Navigate to Users

   Go to Admin → Users from the sidebar menu.

2. Click Add User

   Click the "Add User" or "+" button to open the creation form.

3. Enter User Details

   Fill in name, email, password, and select the user role.

4. Set Permissions

   Configure specific permissions based on the user's responsibilities.

5. Save

   Click Save to create the user. They'll receive login credentials via email.

Managing Existing Users

• Edit: Update user information and permissions
• Reset Password: Generate a new password for the user
• Deactivate: Disable user access without deleting the account
• Delete: Permanently remove a user account

Categories

Organize tickets into categories for better management and routing.

Managing Categories

1. Access Categories

   Navigate to Admin → Categories from the sidebar.

2. Create Category

   Click "Add Category" and enter name, description, and optional color.

3. Set Order

   Drag and drop to reorder how categories appear in forms.

Priorities

Define priority levels to indicate ticket urgency.

Default Priorities

Custom Fields

Add additional fields to ticket forms to collect specific information.

Field Types

• Text: Single line text input
• Textarea: Multi-line text for longer responses
• Select: Dropdown with predefined options
• Radio: Single choice from multiple options
• Checkbox: Multiple selections allowed
• Date: Date picker
• Number: Numeric input only

Creating Custom Fields

1. Go to Custom Fields

   Navigate to Admin → Custom Fields.

2. Click Add Field

   Select the field type and configure options.

3. Set Properties

   Define label, placeholder, required status, and default value.

4. Set Visibility

   Choose if visible on public form, agent view, or both.

Email Templates

Customize automated email notifications sent by the system.

Available Templates

• Ticket Created: Sent to customer when new ticket is submitted
• Ticket Reply: Sent when an agent responds
• Status Changed: Sent when ticket status is updated
• Ticket Assigned: Sent to agent when assigned a ticket
• Password Reset: Sent when user requests password reset

Template Variables

Use these placeholders in your templates:

System Settings

Configure global system settings and preferences.

General Settings

• Site Name: Your helpdesk name displayed throughout the system
• Logo: Upload your company logo
• Favicon: Browser tab icon
• Footer Text: Copyright and footer information
• Theme Color: Primary color scheme

Email Settings

• SMTP Host: Mail server address
• SMTP Port: Usually 587 for TLS or 465 for SSL
• SMTP Username: Email account username
• SMTP Password: Email account password
• From Address: Sender email address
• From Name: Sender display name

FAQ Management

Create and manage frequently asked questions for self-service support.

Creating FAQs

1. Navigate to FAQ

   Go to Admin → FAQ from the sidebar menu.

2. Add New FAQ

   Click "Add FAQ" to create a new question and answer.

3. Enter Content

   Write the question and provide a clear, helpful answer.

4. Publish

   Save the FAQ to make it visible on the public FAQ page.

Knowledge Base Management

Build a comprehensive knowledge base with articles organized by category.

Managing Categories

Create categories to organize your knowledge base articles:

1. Go to Admin → Knowledge Base Categories
2. Click "Add Category"
3. Enter category name, description, and icon
4. Save the category

Creating Articles

1. Navigate to Knowledge Base

   Go to Admin → Knowledge Base.

2. Click Add Article

   Start creating a new knowledge base article.

3. Select Category

   Choose which category the article belongs to.

4. Write Content

   Use the rich text editor to create your article with formatting, images, and links.

5. Publish

   Save and publish the article to make it visible to users.

Notifications

Stay informed about ticket updates and system events.

Email Notifications

CherryDesk sends automatic email notifications for:

• New ticket created
• Ticket reply received
• Ticket status changed
• Ticket assigned to agent

Push Notifications

Administrators can send push notifications to users:

1. Go to Admin → Push Notifications
2. Click "Create Notification"
3. Enter title and message
4. Select target users or user groups
5. Send immediately or schedule for later

Reports & Analytics

Track performance and gain insights into your support operations.

Available Reports

Exporting Data

Export ticket data to CSV for further analysis:

1. Go to the Tickets section
2. Apply any filters needed
3. Click the "Export" button
4. Download the CSV file

Multi-Language Support

Configure multiple languages for a global user base.

Managing Languages

1. Access Language Settings

   Click on the language dropdown in the header and select "Manage Languages".

2. Add New Language

   Click "Create Language" to add a new language option.

3. Translate Strings

   Edit language files to provide translations for all text strings.

4. Set Default

   Configure the default language for new users.

Troubleshooting

Solutions to common issues you might encounter.

Email Not Sending

Page Not Loading

Login Issues

Clear System Cache

If you experience display issues or outdated content:

1. Go to Admin → Settings
2. Look for "Clear Cache" option
3. Click to clear all system caches

Or visit: /config-cache

Frequently Asked Questions

Contact Support

Need more help? We're here for you!