Customer Help Centre

Platform Overview & Navigation

Getting Started

Complete guide to all platform modules and how to navigate between them.

Updated 24 Jun 2026 · 6 views

Security & 2FA

Admin Guide

Security configuration: enforcing 2FA, audit logs, session management, RBAC, and production security hardening.

Updated 24 Jun 2026 · 7 views

System Setup Guide

Admin Guide

Step-by-step guide for first-time platform setup: admin tenancy, email, branding, SLA, users, customers, and security.

Updated 24 Jun 2026 · 8 views

Knowledge Base Overview

Knowledge Base

Managing the knowledge base: categories, articles, publishing workflow, full-text search, and the public KB site.

Updated 24 Jun 2026 · 8 views

Creating Projects

Projects

How to create projects, set status, link to customers and tickets, and understand auto-project creation from ticket types.

Updated 24 Jun 2026 · 8 views

Quick Support & Remote Sessions

Quick Support

Reaching a customer's machine without deploying a full RMM agent: ad-hoc sessions, the public connect page, and the remote-sessions list.

Updated 24 Jun 2026 · 5 views

Support Contracts

Helpdesk

Creating and managing support contracts, tracking hours consumed, and understanding contract types.

Updated 24 Jun 2026 · 6 views

Branding & White-labelling

Admin Guide

Configuring logos, colours, custom domains, and white-label options for the platform.

Updated 24 Jun 2026 · 6 views

Managing Users & Tenants

Admin Guide

Inviting and managing users, resetting passwords, creating new tenants, and per-tenant feature overrides.

Updated 24 Jun 2026 · 5 views

June 2026 — v1.1 Maintenance Release

What's New

Customer-facing changes shipped in 1.1.0, 1.1.1, and 1.1.2: security hardening, helpdesk UX, and the new public Checkmk access URL.

Updated 24 Jun 2026 · 6 views

Vault — Secure Password Storage

Vault

Overview of the Vault (Vaultwarden) integration for secure password and secret management.

Updated 24 Jun 2026 · 5 views

Asset Management Overview

Assets & RMM

Creating and tracking assets, categories, locations, check-out/check-in, and linking to tickets and RMM devices.

Updated 24 Jun 2026 · 6 views

Working with the Ticket Queue

Helpdesk

How to use queue views, filters, sorting, bulk actions, and keyboard shortcuts in the helpdesk.

Updated 24 Jun 2026 · 6 views

May 2026 — v1.0 Release Notes

What's New

Comprehensive v1.0 release notes covering all platform features shipped in the May 2026 release.

Updated 24 Jun 2026 · 10 views

Chat & Messaging Overview

Chat & Messaging

Overview of the live chat widget for customers and internal messaging channels for team communication.

Updated 24 Jun 2026 · 6 views

Ticket Types & Statuses

Helpdesk

Configuring ticket types (Incident, Change, Project, etc.) and custom statuses with SLA and billing behaviour.

Updated 24 Jun 2026 · 6 views

Ticket Rules & Automation

Helpdesk

Setting up helpdesk automation rules with triggers, conditions, and actions for auto-assignment, escalation, and more.

Updated 24 Jun 2026 · 6 views

Creating & Managing Tickets

Helpdesk

Step-by-step guide to creating tickets, filling in fields, managing priorities, and understanding ticket references.

Updated 24 Jun 2026 · 5 views

RMM Monitoring

Assets & RMM

Deploying the RMM agent, understanding device monitoring, metrics, alerts, thresholds, and remote scripting.

Updated 24 Jun 2026 · 5 views

Document Signing Overview

Document Signing

Overview of document signing: templates, signing requests, signers, and tracking completion status.

Updated 24 Jun 2026 · 6 views

Softphone — Browser-Based Calling

Softphone

Setting up and using the browser-based SIP softphone for inbound/outbound calls, click-to-dial, and call logs.

Updated 24 Jun 2026 · 5 views

User Roles & Permissions

Getting Started

Explanation of all user roles (SUPER_ADMIN, ADMIN, MANAGER, AGENT, CUSTOMER) and what each can access.

Updated 24 Jun 2026 · 6 views

Managing Project Tasks

Projects

Creating and managing project tasks, milestones, team members, and tracking progress.

Updated 24 Jun 2026 · 6 views

Helpdesk Email Setup

Helpdesk

Configuring SMTP outbound and IMAP inbound email for the helpdesk, including Gmail and Microsoft 365 specifics.

Updated 24 Jun 2026 · 6 views

Billing & Invoicing

Billing

The two billing surfaces: InvoiceNinja read-only sync, and the platform's own monthly recurring (PSA) billing engine.

Updated 24 Jun 2026 · 6 views

Checkmk Monitoring Integration

Integrations

Connecting a Checkmk Raw monitoring site to the platform: hosts, alerts, sync configuration, and the public web UI.

Updated 24 Jun 2026 · 6 views

Timesheets

Timesheets

Logging time across tickets, projects, and ad-hoc work, with week / day views, billable flagging, and CSV export.

Updated 24 Jun 2026 · 6 views

Email Configuration

Admin Guide

Detailed guide to configuring SMTP outbound and IMAP inbound email, including provider-specific notes and troubleshooting.

Updated 24 Jun 2026 · 5 views

Design Studio — Branding & Templates

Knowledge Base

The Design studio module: creating brand assets, email headers, KB themes, and PDF export templates, with versioning and public share links.

Updated 24 Jun 2026 · 6 views

Calendar

Calendar

The unified calendar: project task deadlines, milestones, meetings, and personal entries, with shareable read-only calendar links.

Updated 24 Jun 2026 · 5 views

SLA Management

Helpdesk

How SLA policies work, how to configure them per priority and per customer, and how breach alerts function.

Updated 24 Jun 2026 · 6 views

Marketing Campaigns

Marketing

Sending bulk email campaigns to CRM contacts: creating campaigns, audience filtering, launch, delivery tracking, and unsubscribe handling.

Updated 24 Jun 2026 · 6 views

Meetings — Video & Voice

Meetings

Scheduling, hosting, and reviewing video meetings inside the portal: Jitsi, internal rooms, external links, and recordings.

Updated 24 Jun 2026 · 6 views

Helpdesk Reports

Helpdesk

Understanding and using helpdesk reports: ticket volume, SLA compliance, agent performance, time tracking, and exports.

Updated 24 Jun 2026 · 6 views

Time Tracking

Helpdesk

How to log time on tickets, manage time entries, use the timesheets view, and understand billable vs non-billable time.

Updated 24 Jun 2026 · 5 views

Vendor Portal — Contractor & Vendor Accounts

Vendors

Dedicated portal for external contractors and vendors: their own projects, tickets, timesheets, and profile.

Updated 24 Jun 2026 · 6 views

Licence Management

Admin Guide

Understanding the licence server, feature codes, activating and renewing licences, and offline mode.

Updated 24 Jun 2026 · 6 views

Ticket Comments & Replies

Helpdesk

Guide to writing public replies and internal notes, using email signatures, and quoting previous messages.

Updated 24 Jun 2026 · 6 views

Project Share Links

Projects

Creating public and private project share links for external stakeholders, including security and revocation.

Updated 24 Jun 2026 · 6 views

Helpdesk Macros

Helpdesk

Creating and using helpdesk macros for fast, templated responses with automatic ticket actions.

Updated 24 Jun 2026 · 6 views

CRM Overview

CRM

Introduction to the CRM module: contacts, customers, deals, and how they connect to tickets and projects.

Updated 24 Jun 2026 · 6 views

HR Module Overview

Human Resources

Overview of the HR module: employee directory, org chart, leave, payroll, workflows, and permission levels.

Updated 24 Jun 2026 · 6 views

Managing Contacts

CRM

How to create, edit, and manage CRM contacts, link them to customers, and use the contact profile page.

Updated 24 Jun 2026 · 6 views

Customer Management

CRM

Creating and managing customer (company) records, the customer profile page, and domain-based email routing.

Updated 24 Jun 2026 · 6 views

First Login & Account Setup

Getting Started

How to log in, accept your invitation, configure 2FA, and set up your profile preferences.

Updated 24 Jun 2026 · 5 views