KW Knowledge base

May 2026 — v1.0 Release Notes

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

Mitch Wigham
Updated 14 July 2026 · 40 views

KW Group Unified Platform — v1.0 Release

We are thrilled to announce the v1.0 general availability release of the KW Group Unified Platform. This is the culmination of a comprehensive multi-phase build that replaces and unifies: helpdesk, RMM, CRM, projects, asset management, HR, internal chat, document signing, knowledge base, vault, and softphone.

New Features

Helpdesk & Ticketing

  • Full-featured ticket management with ITIL-aligned ticket types (Incident, Service Request, Change, Project, Task).
  • Custom ticket types with per-type status workflows and SLA integration.
  • Email intake via IMAP — incoming support emails automatically create tickets and match to CRM contacts.
  • Inbound email reply threading — customer replies append to existing tickets.
  • Macros — pre-canned response templates with automatic ticket actions (change status, set priority, add tags).
  • Email Signatures — personal, team, and global scopes with $variable interpolation.
  • Ticket Rules & Automation — event-driven (TICKET_CREATED, TICKET_UPDATED, TICKET_COMMENT_ADDED) and SCHEDULED automation engine.
  • SLA Policies — per-priority and per-customer SLA with real-time countdown timers and breach alerts.
  • Support Contracts — CONTRACT, BLOCK, and ADHOC types with hour tracking and overage alerts.
  • Time Tracking — log time against tickets, projects, or general entries; billable/non-billable flags.
  • Ticket Views — saved filter sets (Mine, SLA Breached, Awaiting, Unassigned, All Open, Closed, and custom views).
  • Bulk Actions — assign, set priority, set status, and tag multiple tickets at once.
  • Ticket Merging — merge duplicate tickets with full history preservation.
  • Customer Domain Mapping — auto-route inbound emails to the right customer by email domain.
  • Teams — group agents for routing and team-level email signatures.

CRM & Contacts

  • Contact management with kind categorisation (Customer, Contractor, Vendor, Partner, Other).
  • Customer (company) records with full profile: contacts, tickets, assets, contracts, billing.
  • Deals — sales pipeline with stages, values, close dates, activities, and notes.
  • CRM Activities (CALL, EMAIL, MEETING, TASK, NOTE) linked to contacts and deals.
  • Contact → Customer linking with domain-based auto-linking.
  • Marketing Campaigns module with recipient targeting, scheduling, and delivery tracking.

Projects

  • Project creation with status, team members, linked customer, and linked contact.
  • Task management with status workflow (Todo, In Progress, Blocked, Done) and board view.
  • Milestones with linked tasks and progress tracking.
  • Public/Private Share Links — give external stakeholders view-only access to a project without requiring a login.
  • Time logging against projects; time entries surfaced in billing reports.
  • Auto-create project from ticket type (for PROJECT-kind ticket types).

Asset Management & RMM

  • Asset inventory with categories, locations, serial numbers, asset tags, warranty tracking.
  • Auto-tagging with per-category prefix sequences (e.g. LAPTOP-0001).
  • CHECK_OUT / CHECK_IN lifecycle with full asset history.
  • RMM Agent — Windows, Linux, macOS agent reporting every 60 seconds.
  • Installer token system — pre-assign devices to customers and sites at enrolment time.
  • Real-time device metrics: CPU, memory, disk, network, load average.
  • Alert system: CPU, MEMORY, DISK, NETWORK, HTTP monitor, PING monitor, SSL expiry, licence expiry, custom.
  • Configurable threshold sets per device.
  • Patch management — pending patches listed; apply action queues via agent command.
  • Installed application inventory — full app list refreshed each tick.
  • Remote commands via polling queue (PowerShell/bash/cross-platform).
  • Script library with reusable scripts per OS type.
  • RustDesk integration — unattended remote access; ID and password reported by agent.
  • Quick Support — attended remote support sessions with browser-based client.
  • Remote session audit — full event log (input, clipboard, file transfer, elevation).
  • Public status page — opt-in per device with group labels.
  • CheckMk integration for organisations already running CheckMk.

Human Resources (HR)

  • Employee records: employment type, department, manager hierarchy, start/end dates.
  • Salary, pay frequency, hours per week, and contract reference tracking (admin-only fields).
  • Org Chart — visual hierarchy view of departments and reporting lines.
  • Department tree with hierarchical structure and department heads.
  • Leave Management — leave types, entitlements, leave requests, PENDING/APPROVED/REJECTED workflow.
  • Leave balances per employee per year.
  • Payroll records — gross, deductions, net per pay period (HR admin view).
  • Onboarding/Offboarding Workflows — task-based checklists with due dates and role-based assignees.
  • Performance Reviews — review cycles (Annual, Quarterly), competency ratings, reviewer workflow (Draft, Submitted, Acknowledged).
  • Full HR profile page with permission-gated field editing.
  • Employees can self-edit their own notes/emergency contact; HR fields remain admin-only.

Chat & Messaging

  • Live chat widget for customer-facing sessions.
  • Agent queue — WAITING, ACTIVE, CLOSED session states.
  • One-click conversion from chat session to helpdesk ticket.
  • Internal messaging channels with slash commands and channel folders.

Document Signing (eSign)

  • Template creation with HTML body and field placement (signature, text, date, checkbox).
  • Signing requests with multiple signers, sign order, and optional expiry.
  • Email invitation sent to each signer; browser-based signing with no login required.
  • Full audit trail: created, viewed, signed, declined events.
  • Completed document stored in MinIO.

Knowledge Base

  • Category tree (nested, unlimited depth) with position ordering.
  • Articles with DRAFT, PUBLISHED, ARCHIVED statuses.
  • Full-text search with relevance ranking (MySQL FULLTEXT BOOLEAN MODE).
  • View count tracking.
  • Public KB accessible at kb.kwgroup.uk (and custom domains).

Vault

  • Per-tenant Vaultwarden instance for secure password and secret storage.
  • Share request workflow for granting access to vault items.

Softphone

  • Browser-based SIP softphone (WebRTC / SIP.js).
  • Inbound and outbound calls.
  • Click-to-dial from ticket and contact pages.
  • Call recordings stored in MinIO.
  • Full call log with direction, duration, and linked ticket/contact.

Presence & Activity

  • Automatic presence tracking: ONLINE (active within 5 min), AWAY (5-30 min), OFFLINE (30+ min).
  • Manual presence override (Busy).
  • Presence shown in user directory, chat, and ticket assignee dropdowns.

Notifications

  • In-app notification inbox with unread badge.
  • Email notifications for: ticket assignment, ticket reply, SLA breach, approval requests, mentions.
  • Configurable per-user notification preferences.

Security & Audit

  • Full RBAC with SUPER_ADMIN, ADMIN, MANAGER, AGENT, CUSTOMER roles.
  • Immutable audit log on all write operations in sensitive modules.
  • TOTP-based 2FA with backup codes.
  • Enforcement policy (optional / admins only / all users).
  • Tenant isolation — all queries scoped to orgId; cross-tenant data access blocked at the service layer.
  • JWT access/refresh token architecture with configurable expiry.

Billing & Invoicing

  • Per-org billing settings: per-device rate, default hourly rate, tax percentage, auto-send.
  • Monthly billing run: aggregates billable ticket time + RMM device fees per customer.
  • Bill generation with line items, subtotal, tax, and total.
  • InvoiceNinja integration for invoice delivery.

Infrastructure

  • Monorepo: pnpm workspaces + Turborepo
  • Web: Next.js 14 + React
  • APIs: NestJS / Fastify with OpenAPI
  • Database: MariaDB + Prisma ORM
  • Cache/Jobs: Redis + BullMQ
  • Events: NATS
  • Object Storage: MinIO (S3-compatible)
  • Reverse Proxy: Traefik with automatic TLS
  • Auth: JWT + TOTP 2FA + OAuth/OIDC SSO

Known Limitations in v1.0

  • Marketing campaigns are send-only; bounce and unsubscribe handling requires a webhook-capable SMTP provider.
  • The softphone requires a SIP server (e.g. Asterisk, FreePBX); hosted SIP is not bundled.
  • Vault access requires the Vaultwarden instance to be reachable at the configured URL.
  • Performance reviews do not yet support 360-degree peer feedback; reviewer is always the manager.
  • eSign templates are HTML-based; a WYSIWYG template builder is planned for v1.1.

For support, contact noc@kwgroup.uk or open a ticket at support.kwgroup.uk.

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