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Customer Help Centre0 articles Portal61 articles User Guide0 articles

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Terms used across the KW Group Unified Platform.

Updated 23 Aug 2026 · 67 views

Vistralio External Security Test

Date: 2026-04-14 Target build: `0.1.0 (Beta) Build 20260414.3` Test style: black-box external testing from the host, focused on publicly reachable HTTP surfaces and authentication boundaries

Updated 23 Aug 2026 · 58 views

Vistralio — API Reference

This is the current runtime API surface for build `0.1.8 (Beta) Build 20260420.1`.

Updated 23 Aug 2026 · 65 views

Welcome to KW Group Platform

Everything you need to get started.

Updated 23 Aug 2026 · 101 views

Vistralio Security Review

Date: 2026-04-14 Build reviewed: `0.1.0 (Beta) Build 20260414.3`

Updated 23 Aug 2026 · 59 views

Events & alarms

The event feed, snapshots and clips, acknowledgement, and how alarms turn into notifications.

Updated 23 Aug 2026 · 74 views

June 2026 — v1.1 Maintenance Release

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 23 Aug 2026 · 66 views

Admin · Integrations

The platform integrates with several external services. Each integration has its own admin page where you configure the URL/credentials and toggle the integration on or off.

Updated 23 Aug 2026 · 63 views

Bringing the user guide into the KB

The platform user guide is authored as Markdown files in `/opt/docs/user-guide/*.md`. Out of the box those files only live on disk — they're not in your KB module, so you can't search or share them from `/admin/kb`.

Updated 23 Aug 2026 · 73 views

Admin · Assets config

Admin pages for the asset register: categories (with auto-numbered tag schemes) and locations.

Updated 23 Aug 2026 · 73 views

Troubleshooting

Updated 23 Aug 2026 · 62 views

Vistralio now includes two licensing surfaces:

Updated 23 Aug 2026 · 67 views

Getting started

Welcome to Vistralio. This page covers your first ten minutes with the system.

Updated 23 Aug 2026 · 74 views

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

Updated 23 Aug 2026 · 58 views

Managing Users & Tenants

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

Updated 23 Aug 2026 · 52 views

Vistralio supports object detection, motion detection, ALPR, and face matching.

Updated 23 Aug 2026 · 79 views

Email Configuration

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

Updated 23 Aug 2026 · 55 views

The platform is **multi-tenant**: a single deployment hosts many **organisations** (tenants), each with isolated data, branding, and users. This is how MSPs run the platform once and serve many customers on it.

Updated 23 Aug 2026 · 69 views

Recordings & export

How Vistralio stores video, how long it keeps it, how to review it in the dedicated playback page, and how to get it out.

Updated 23 Aug 2026 · 67 views

Home Assistant integration

Vistralio publishes Home Assistant **MQTT discovery** topics automatically. Once your HA instance is connected to Vistralio's MQTT broker, every camera appears as a `binary_sensor` entity that flips ON when an event fires and OFF when the e

Updated 23 Aug 2026 · 64 views

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

Updated 23 Aug 2026 · 73 views

Managing Project Tasks

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

Updated 23 Aug 2026 · 57 views

Creating & Managing Tickets

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

Updated 23 Aug 2026 · 63 views

Edge bridges let Vistralio reach devices on remote LANs without inbound port-forwarding.

Updated 23 Aug 2026 · 65 views

Vistralio — DevOps / Internal Runbook

## Service topology

Updated 23 Aug 2026 · 61 views

Adding, configuring, and operating devices in Vistralio.

Updated 23 Aug 2026 · 62 views

Support Contracts

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

Updated 23 Aug 2026 · 55 views

Design Studio — Branding & Templates

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

Updated 23 Aug 2026 · 59 views

Two storage tools serve different purposes:

Updated 23 Aug 2026 · 66 views

Vendor Portal — Contractor & Vendor Accounts

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

Updated 23 Aug 2026 · 66 views

Project Share Links

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

Updated 23 Aug 2026 · 57 views

Knowledge Base Overview

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

Updated 23 Aug 2026 · 67 views

Admin · RMM config

Admin pages for the RMM module — building **agent installers**, maintaining **metric thresholds**, and configuring **synthetic monitors** and **license monitors**.

Updated 23 Aug 2026 · 65 views

The helpdesk is where staff handle support tickets. Every ticket carries a `source`, one of three values:

Updated 23 Aug 2026 · 69 views

Employees & org chart

The Employees module is the platform's record of who works for the organisation: contract details, compensation, who reports to whom. Each user gets their own self-service view of just their record; admins manage the full tree.

Updated 23 Aug 2026 · 71 views

Track time across all the work you do in a day — tickets, projects, and ad-hoc activity that doesn't fit either bucket.

Updated 23 Aug 2026 · 75 views

User Roles & Permissions

Getting Started

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

Updated 23 Aug 2026 · 66 views

Updates & upgrades

Vistralio now ships with a dedicated update subsystem.

Updated 23 Aug 2026 · 63 views

Ticket Comments & Replies

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

Updated 23 Aug 2026 · 67 views

Portal overview

This is a guided tour of every section of the portal. Each section ends with a link to its full operator guide.

Updated 23 Aug 2026 · 76 views

Meetings — Video & Voice

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

Updated 23 Aug 2026 · 66 views

Vistralio can now host multiple tenant workspaces inside one installation while keeping tenant data isolated server-side.

Updated 23 Aug 2026 · 72 views

Ticket Rules & Automation

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

Updated 23 Aug 2026 · 64 views

Meetings & calls

Two real-time communication tools live in the portal:

Updated 23 Aug 2026 · 75 views

The CRM holds **contacts** and **deals**. It's where you track the people you do business with and your sales pipeline. Contacts can be linked to a **customer** (company) — see [Customers](07-customers-people.md) for the company-side record

Updated 23 Aug 2026 · 115 views

Admin · Helpdesk & CRM config

Admin pages that control helpdesk behaviour: SLA policies, support contracts, ticket types, helpdesk rules, saved views, and CRM-side settings like custom fields and import.

Updated 23 Aug 2026 · 58 views

Contractors / Vendors

The platform supports external **contractors and vendors** (subcontractors, freelancers, suppliers) who get their own dedicated portal at `/vendors`. They sign in via a separate `/vendor-login` URL, see only what's been explicitly assigned

Updated 23 Aug 2026 · 65 views

System Setup Guide

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

Updated 23 Aug 2026 · 46 views

Ticket Types & Statuses

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

Updated 23 Aug 2026 · 61 views

Installation & upgrades

This chapter is the operator's reference for spinning up a fresh KW Group platform install or upgrading an existing one.

Updated 23 Aug 2026 · 62 views

Admin · Projects config

Admin pages for projects: **project types** (with auto-numbered project codes) and **task templates**. Both are reachable from the Projects sidebar group, or directly at `/admin/projects/types` and `/admin/projects/templates`.

Updated 23 Aug 2026 · 71 views

Helpdesk Macros

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

Updated 23 Aug 2026 · 67 views

`/admin/users` is the login-account directory. Distinct from [People](07-customers-people.md) (HR records) and [CRM contacts](04-crm.md) (external).

Updated 23 Aug 2026 · 65 views

Admin · Platform health

The platform-health pages give admins visibility into the running services and recent incidents.

Updated 23 Aug 2026 · 77 views

Document Signing Overview

Document Signing

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

Updated 23 Aug 2026 · 62 views

Creating Projects

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

Updated 23 Aug 2026 · 59 views

Branding & White-labelling

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

Updated 23 Aug 2026 · 52 views

The Assets module is the register for *physical things* you track — laptops, monitors, switches, printers, network gear, anything physical — beyond what RMM covers. It's separate from RMM because most assets aren't reachable over the networ

Updated 23 Aug 2026 · 75 views

Schedules are alarm-suppression rules. They never stop detection from running — they only stop the notifier from paging you for matched events during a defined window. The suppressed events are still recorded.

Updated 23 Aug 2026 · 63 views

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

Updated 23 Aug 2026 · 54 views

Notifications & SMTP

How alarms reach you outside the web UI: MQTT push (in-browser / PWA), email (SMTP), and Home Assistant.

Updated 23 Aug 2026 · 69 views

HR Module Overview

Human Resources

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

Updated 23 Aug 2026 · 64 views

Helpdesk Reports

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

Updated 23 Aug 2026 · 62 views

How to submit a support ticket

Get help from our support team.

Updated 23 Aug 2026 · 71 views

Customers & people

This chapter covers two related but distinct sections:

Updated 21 Aug 2026 · 68 views

May 2026 — v1.0 Release Notes

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

Updated 21 Aug 2026 · 66 views

DNS and hostname management

Vistralio exposes two independent public hostnames:

Updated 21 Aug 2026 · 51 views

The rules engine automates ticket workflows. A rule has three parts:

Updated 21 Aug 2026 · 62 views

System Settings & Capability Coverage

This page maps the current product against the intended NVR/VMS feature set.

Updated 21 Aug 2026 · 48 views

Checkmk Monitoring Integration

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

Updated 21 Aug 2026 · 69 views

Vault — Secure Password Storage

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

Updated 21 Aug 2026 · 97 views

RMM (Remote Monitoring & Management)

The RMM module manages endpoints — Windows servers, workstations, Linux servers, macOS laptops — through a persistent agent installed on each machine. It can:

Updated 21 Aug 2026 · 63 views

The platform has **two separate billing surfaces**:

Updated 21 Aug 2026 · 67 views

Platform Overview & Navigation

Getting Started

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

Updated 21 Aug 2026 · 58 views

Asset Management Overview

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

Updated 21 Aug 2026 · 64 views

The Projects module is a delivery tracker for work that's bigger than a single ticket — onboardings, migrations, snag lists, internal initiatives. It carries tasks, typed checklists, time tracking, vendor links, and a push to InvoiceNinja f

Updated 21 Aug 2026 · 60 views

Vistralio — Architecture

## Process model

Updated 21 Aug 2026 · 60 views

Helpdesk Email Setup

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

Updated 21 Aug 2026 · 53 views

Softphone — Browser-Based Calling

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

Updated 21 Aug 2026 · 59 views

The dashboard is the operator landing page after login.

Updated 21 Aug 2026 · 61 views

Billing & Invoicing

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

Updated 21 Aug 2026 · 66 views

The admin section (`/admin`) is the configuration hub. Only users with an administrator role (`ADMIN` or `SUPER_ADMIN`) can reach it — open Admin from the **9-dot launcher**, under *Communications & system*.

Updated 21 Aug 2026 · 62 views

The platform is licensed by **feature**. Each tenant's enabled [features](19-admin-tenants.md) must be a subset of the licence in effect.

Updated 21 Aug 2026 · 68 views

Quick Support & Remote Sessions

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

Updated 21 Aug 2026 · 48 views

Chat & Messaging Overview

Chat & Messaging

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

Updated 21 Aug 2026 · 60 views

Users, Groups & Permissions

Vistralio uses RBAC plus tenant assignment plus group-based device visibility.

Updated 21 Aug 2026 · 66 views

Working with the Ticket Queue

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

Updated 21 Aug 2026 · 59 views

Quick-support & remote sessions

Two related, lightweight ways to reach a customer's machine without deploying a full RMM agent.

Updated 21 Aug 2026 · 58 views

Common billing questions.

Updated 18 Aug 2026 · 65 views

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

Updated 12 Aug 2026 · 56 views

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

Updated 12 Aug 2026 · 57 views

Managing Contacts

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

Updated 12 Aug 2026 · 60 views

Customer Management

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

Updated 12 Aug 2026 · 59 views

First Login & Account Setup

Getting Started

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

Updated 12 Aug 2026 · 40 views

The Design studio is the platform's built-in **design editor**. You create design documents — diagrams, posters, social tiles, docs, and whiteboards — on a canvas, version them, and share them with colleagues or via a public link.

Updated 12 Aug 2026 · 61 views

Marketing Campaigns

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

Updated 12 Aug 2026 · 61 views

E-Sign sends documents out for digital signature. You build a document from a reusable HTML template, assign signers, and send. Recipients get a unique tokenised link, fill in their fields (including a drawn signature), and the platform rec

Updated 12 Aug 2026 · 63 views

The Marketing module sends bulk email campaigns to contacts pulled from the CRM. Each campaign is a one-off HTML email sent to either all contacts or contacts filtered by status.

Updated 12 Aug 2026 · 68 views

Messaging & chat

Two distinct in-portal communication tools — and they're not what their names might suggest:

Updated 12 Aug 2026 · 62 views

Vistralio can be re-skinned with your own product name, tagline, primary colour, logo, and favicon. The branding is exposed publicly so the **login screen** already shows it before the user signs in.

Updated 12 Aug 2026 · 60 views

Getting started

This page walks you through your first sign-in to the KW Group platform and the global navigation that's available everywhere.

Updated 12 Aug 2026 · 69 views

The knowledge base (KB) hosts articles that staff and customers can search and read. Each article has a **status**: Draft, Published, or Archived. Only **Published** articles appear on the public help centre.

Updated 12 Aug 2026 · 57 views

Troubleshooting login issues

Can't log in? Try these steps.

Updated 12 Aug 2026 · 53 views

Licence Management

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

Updated 12 Aug 2026 · 49 views

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

Updated 12 Aug 2026 · 66 views

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

Updated 12 Aug 2026 · 57 views