System Setup Guide

First-Time Platform Setup

This guide walks through the recommended steps for setting up the KW Group platform from scratch after installation.

1. Set Up the Admin Tenancy

The first organisation created should be your own company (the managed service provider or IT team). This organisation becomes the admin tenancy — members get shadow access to all customer tenants.

1. Log in as SUPER_ADMIN.
2. Go to Admin → Organisations.
3. Verify your primary organisation has Is Admin Tenant checked. If not, enable it.

2. Configure Email

Email is required for ticket notifications, SLA alerts, and invitation emails.

1. Admin → Settings → Email → Outbound (SMTP) — enter your SMTP credentials.
2. Click Test SMTP and verify delivery.
3. Optionally configure IMAP inbound for email-to-ticket creation.

See the Email Configuration article for full details.

3. Configure Branding

1. Admin → Settings → Branding.
2. Upload your logo (PNG or SVG, recommended 400×120 px).
3. Set your primary colour (hex code).
4. Set your support email address shown to customers.
5. If you have a custom domain, add it at Admin → Settings → Custom Domains and follow the DNS instructions.

4. Configure SLA Policies

1. Admin → Helpdesk → SLA Policies.
2. Create policies for each priority level (Urgent, High, Medium, Low).
3. Optionally create customer-specific overrides for premium support clients.

5. Create Ticket Types

Review the default ticket types and customise them to match your workflow:

1. Admin → Helpdesk → Ticket Types.
2. Adjust prefixes, colours, and billable defaults.
3. Add custom statuses as needed.

6. Invite Your Team

1. Admin → Users → Invite User.
2. Enter the email address and assign a role.
3. The user receives an invitation email with a one-time link to set their password.

7. Add Your Customers

1. Go to CRM → Customers → + New Customer.
2. Add key customers with their company domain.
3. Configure domain mappings so inbound emails route to the right customer automatically.

8. Deploy RMM Agents (if applicable)

1. Admin → RMM → Installers → + New Installer.
2. Create an installer per customer/site.
3. Download and run the installer on target devices.

9. Configure KB Categories

1. Go to Knowledge Base → Admin.
2. Create a category structure for your documentation.
3. Publish your first articles.

10. Set Up Helpdesk Rules

Automate common scenarios:

1. Admin → Helpdesk → Rules.
2. Add rules for auto-assignment, SLA escalation, and auto-close.

11. Review Security Settings

1. Enforce 2FA: Admin → Security → Require 2FA — set to ADMIN_AND_ABOVE or ALL_USERS.
2. Review audit logs: Admin → Audit Log.
3. Set session expiry policy: Admin → Security → Session Policy.