Document 8 of 13

Getting started

From the first sign-in to the first working day, with checklists.

For whom: Company administrators

This document takes a company's administrator from the first sign-in to the first working day. Names in “…” are those of buttons and fields; the full procedures are in the user manual. On every page the “Help with this page” button shows what is missing and how to fix it, and the numbers next to the menu items go down to zero as the configuration is completed.

Open the invitation link you received (valid for 7 days and once only), choose the “New password” (at least 12 characters) and press “Set password”.
Sign in with the company code, e-mail and password.
Turn on two-step verification: install an authenticator app on your phone, press “Show the QR code”, scan it and enter the 6-digit code.
To change the language of your interface, press the language button at the bottom of the side menu (English or Italiano).

Step 2. Company details (30 minutes)

Settings › Document details: company name, VAT number (or codice fiscale (tax code)) and address with the city are required to issue invoices; then postcode, province, e-mail, PEC (certified e-mail), phone, IBAN and bank (printed on invoices to be paid by bank transfer), payment days suggested on new invoices, invoice footer notes (share capital, REA (business register number), tax regime) and the document language. The preview on the right shows the letterhead.

Settings › Company:

Setting	Default	To decide
Hourly rate	€60	The list rate for support time
Round up to every	15 minutes	The smallest unit charged
Minimum charge per job	15 minutes	The minimum charged for each time entry
Also charge travel time	no	Whether travel is deducted from the hour bank
Service times (first response / resolution, working hours)	Urgent 0.5 / 4 · High 2 / 16 · Normal 8 / 40 · Low 16 / 80	The commitments made to customers
Ticket categories	Software error, Installation, Configuration, Training, Data and printouts, Sales enquiry	Your categories, one per line
Days to reopen a closed ticket	15	After that, a new ticket is opened
Company holidays	none (national holidays are already included)	Patron saint's day and company closures, one date per line
Use the AI assistant	on	Whether to use AI

The working hours used for service times and for holidays are Monday to Friday, 9:00-13:00 and 14:00-18:00, Italian time (see Specifics and limitations).

Step 3. People and roles (30 minutes)

Settings › Roles: check the seven default roles and, if needed, create your own (see Roles and permissions).
Settings › Users › Invite a user: name, e-mail, at least one role and language; press “Invite the user”, then “Copy link” and send it to the person through a secure channel.
Only people with a role that works on tickets appear among the agents that tickets can be assigned to. On each agent's page, in the Skills panel, select the ticket categories they handle and press “Save skills”: AI triage uses them to suggest who to assign tickets to.
Recommended: at least two administrators, so that one can unlock or reset the other's access.

Step 4. Support mail (30-60 minutes)

Settings › Queues and mail: the company starts with the Support queue (Assistenza in a company set up in Italian), with tickets numbered TCK-1, TCK-2... You can add other queues with their own prefix (1 to 5 letters) and choose for each one the acknowledgement of receipt to the customer.

For each queue, connect a dedicated mailbox (for example [email protected]):

	Details	Notes
Receiving (IMAP)	Server, port (993 with TLS), user name, password, folder (usually INBOX)	The first read imports the 50 most recent unread e-mails; nothing is deleted from the mailbox
Sending (SMTP)	Server, port (465 with TLS or 587 with STARTTLS), user name, password, sender address and name	If the server blocks the mail ports (for example on DigitalOcean) you need a sending service on port 2525 with STARTTLS

Tick “Mailbox on”, press “Save the mailbox” and then “Test the connection”.

Mail providers:

Gmail and Google Workspace: they work with an app password (this needs two-step verification on the Google account; in Workspace the administrator may have turned app passwords off).
Microsoft 365: Microsoft does not accept IMAP reading with a password alone, and OAuth access is not supported yet: forward the queue's mail to a mailbox with another provider and connect that one; sending works only if the tenant allows SMTP AUTH.
Mailboxes of Italian hosting providers and other providers with IMAP/SMTP and a password: they work directly.
As an alternative to the IMAP mailbox, a forwarding gateway can deliver e-mails to the application (see Integrations).

For e-mails to become tickets by themselves, the sender must be one of the customer's contacts or their domain must be among the customer's “E-mail domains” (see Step 6).

Step 5. Notifications, e-invoices and AI (20 minutes)

Settings › Notifications: in “Sending mailbox” choose the queue that sends invoices, order confirmations, receipts, supplier orders and alerts; the “Reorder level” and “Absences” alerts are on from the start: untick them if you do not want them; press “Send a test e-mail”.
Settings › Fatture in Cloud (if you use it): in Fatture in Cloud create an application with a manual token, connect it with read and write permissions on invoices and read permission on settings, paste the token into “Access token” and press “Connect Fatture in Cloud”. Then choose the company, the sezionale (numbering series) if any (for example /PSA if you also issue other invoices in Fatture in Cloud), the natura (VAT exemption code, e.g. N2.2) for lines with 0% VAT, the code for the “Other” payment method and whether to create invoices as soon as they are issued.
Settings › Artificial intelligence (if AI is enabled on the server): main agent, any agents per feature, monthly budget and, if you want, “Stop the AI when the month's budget is used up”.

Step 6. Starting data

Data	How to load it
Customers	Customers › “Import from CSV”: downloadable template, also from an Excel file saved as CSV; up to 2 MB and 5,000 rows per file; row-by-row preview, then an all-or-nothing import. Or “New customer”
Contacts and e-mail domains	From the import (one contact person per row) or from the customer page › Contacts and sites; the domains in “E-mail domains”
Products installed at customers' premises	Settings › Products for the catalogue, then customer page › Installed products
Contracts	Customer page › “New contract” (automatic renewal, notice period, annual value, adjustment)
Hour banks and ticket allowance	Customer page › “New hour bank” and “Ticket allowance”
Products for sale and stock	Products and stock › “New product”; for goods tracked in stock, an opening stock for each product
Suppliers	Suppliers › “New supplier”
Accounts	Income and expenses › Accounts, with the opening balance and its date
Employees	Employees and absences › “New employee”, linking the “Orafila user” for holiday requests
Calendar groups	Calendar › Groups (for example Technicians, Sales)

Today, import from file covers customers (with one contact person each); the other data is entered from the pages. Larger migrations from another system (past tickets, contracts, hour banks) need a dedicated import, to be agreed.

Invoices: numbering is sequential by year, with no gaps and in date order, and starts from 1 with the first invoice of the year issued in Orafila (a starting number cannot be chosen from the interface). If you have already issued invoices this year with another program, decide before the first issue how to continue: for example a dedicated sezionale in Fatture in Cloud (/PSA), or using Orafila for invoicing from the following 1 January.

Step 7. Full test run

Send an e-mail to the queue's mailbox from a contact's address: it becomes a ticket within a couple of minutes, and the customer receives the acknowledgement of receipt (if turned on).
Reply from the ticket: the reply reaches the customer and their answer comes back into the same ticket.
Log time on a ticket of a customer with an hour bank: the hour bank goes down.
Create a draft invoice, issue it, download the PDF, send it by e-mail, record a payment.
If you use Fatture in Cloud: create the e-invoice and check its number and totals in Fatture in Cloud before sending it to the SDI (Sistema di Interscambio, the Italian e-invoicing exchange).
Open the Assistant page: the Health check must not report any problems.
Each person signs in, turns on two-step verification and sees the sections of their role.

Step 8. Training

Every page has “Help with this page”: what it is for, what to fix and how to do it, step by step.
The user manual collects the same guides in a single document (also in Italian).
To practise without touching the real data, the operator can add sample data to the company and remove it afterwards (see Installation).

Step 1. First sign-in (10 minutes)