Getting Started
This guide covers the agent console: how to use every feature from the inside, once you already have an instance running. If you haven't installed Seredina yet, start with Installing with Docker.
Creating your organization
Visit /register on your instance and fill out the form — organization slug, your name, email, and password. That first registration automatically makes you an administrator — there's no separate CLI bootstrap step.
One registration in self-hosted mode
If your instance runs SEREDINA_MODE=self_hosted (the default mode), only one organization can register — this is intentional, see Cloud mode if you need more than one.
Initial setup
Right after you register, the console opens a five-step setup. Every step can be skipped, and Settings → Initial setup reopens it later.
- Your organization — its name, its language (for emails to customers and the default names of statuses and categories) and your working hours, from presets like "Monday to Friday, 9:00 to 18:00" or "24/7", with the time zone. Switching the language renames the default statuses, unless you've already renamed them yourself.
- Email — connect the support mailbox: Microsoft 365 or Google with their sign-in, or any other provider with a username and password. For common providers (Gmail, Outlook.com, Yahoo, iCloud, Zoho) the servers are filled in from the address.
- Kind of support — pick Internal IT, Customer support or Plant / manufacturing. Seredina creates teams, a Category field with fitting options, SLA targets for each priority, saved replies (macros), and service catalog items. Anything you already have with the same name is left alone, so it's safe on a workspace that's in use.
- Team — paste a list of people, one per line (
Ana Pérez <ana@company.com>or just the address), pick their role and team, and invite them all. Invitations need the mailbox from step 2. - Done — what's set up, and what to do next.
Until the setup is finished or skipped, administrators see a reminder at the top of the dashboard.
The getting-started checklist
The dashboard also shows a "Get started" widget: connect a mailbox, customize your ticket statuses, set an SLA policy, create a macro, and invite a teammate. It's a guide, not a forced flow, and you can hide it at any time with the eye icon in the widget's corner.
Inviting your team
From Settings → Users, invite people by email so they choose their own password (needs a connected email channel), or create the account with an initial password and share it yourself. See Users and roles.
With single sign-on and automatic account creation turned on, you don't create accounts at all: people sign in with their Microsoft or Google account and get the role you chose.
How this guide is organized
In the console, the sidebar holds the day-to-day work (tickets, contacts, processes, the knowledge base and the CMDB). Everything that configures the workspace is under Settings, at the bottom of the sidebar, grouped and searchable. On a phone, the sidebar opens from the menu button at the top.
This guide's chapters:
- Tickets — the queue, ticket detail, macros, merging, bulk actions
- SLA & Escalation
- CMDB & Assets — assets, agent-enrolled devices, contracts and warranties, equipment catalog
- Knowledge Base
- Service Catalog
- Processes, Changes & Problems
- AI Copilot
- Inbound Channels — email, API, widget, Telegram, Slack/Teams, alerts
- Reports & Dashboard
- CSAT Surveys
- Administration — users, roles, single sign-on, two-factor sign-in, audit log, API keys, appearance, language
- Public Portal — the customer portal, the public knowledge base and the status page
- Contacts & Personal Data — correcting, exporting and erasing a contact's data, and automatic retention