First Login & Account Setup

Logging In for the First Time

When an admin creates your account, you will receive an invitation email with a one-time link. Click Accept Invitation to land on the registration page where you set your password.

Standard Login

1. Navigate to https://portal.kwgroup.org.uk (or your custom domain).
2. Enter your email address and password.
3. Click Sign In.

Single Sign-On (SSO)

If your organisation has configured Google, Microsoft, or another OpenID Connect provider, you will see an SSO button on the login page. Click it to be redirected to your identity provider and back.

Setting Up Two-Factor Authentication (2FA)

Two-factor authentication is required for ADMIN and SUPER_ADMIN roles and recommended for all users.

1. After logging in, click your avatar → Profile & Settings.
2. Navigate to the Security tab.
3. Click Enable 2FA.
4. Scan the QR code with an authenticator app (Google Authenticator, Authy, 1Password, etc.).
5. Enter the 6-digit code displayed in your authenticator app to confirm setup.
6. Copy and store your backup codes in a safe place. These codes let you regain access if you lose your authenticator device.

From now on, every login will prompt for your 2FA code after your password.

Updating Your Profile

1. Click your avatar → Profile.
2. You can edit:
   • Display name — shown in comments, assignments, and notifications.
   • Job title — visible to other team members.
   • Avatar — upload a photo (JPG or PNG, max 5 MB).
   • Office address — used in email signatures if configured.
   • Notes (self-edit) — emergency contact, preferences, etc.
3. Click Save changes.

Notification Preferences

1. Go to your avatar → Notification Settings.
2. Toggle which events you want to be notified about:
   • Ticket assigned to me
   • New comment on my tickets
   • SLA breach imminent
   • Approval requests (HR, eSign)
   • Mentions (@you) in comments
3. Choose delivery method: In-app (bell icon), Email, or both.

Setting a Presence Status

Your presence status (Online, Away, Busy, Offline) is visible to your team in the user directory and chat. The platform sets it automatically:

• Online — you have been active in the last 5 minutes.
• Away — no activity for 5–30 minutes.
• Offline — no activity for 30+ minutes or you manually set it.
• Busy — you set this manually (e.g. during a focused work session or call).

To set it manually, click the coloured dot next to your name in the sidebar and choose a status.