If you have a seat on Tilford, this is your everyday guide. Open the app anytime at https://app.tilford.cloud/.
New to Tilford? The subscription owner may have shared our getting started page — it covers setup, Slack, email, and inviting your team.
Sign in with the work email you were invited with (or the one you used to register). If you forget your password, use the link on the sign-in screen to reset it.
You can log an issue or risk in any of these ways. For most teams: Slack first, then Add a Case, then email.
Note: System emails (invites, password reset) are separate from your case inbox address.
The dashboard is your home base. You’ll see recent operating signals and what’s asking for attention — a good place to start before you open individual cases.
If your organization is still getting set up, you may see an onboarding card at the top of the dashboard: a progress ring (percentage), checklist steps (profile, Slack, starter cases, teammate invite), shortcuts to Settings and Automation, and a small form to paste several starter challenges (one per line) so Tilford creates cases right away. The card hides when onboarding is complete.
When the executive brief model returns it, a highlighted block can appear under the brief summary. It draws on your company’s own resolved history (roughly two years of rollups plus a sample of recent closures, including optional owner notes). It is not cross-tenant data.
Cases bring together context from Slack (when connected), Add a Case, email, and analysis. Open a case to review details, approve or dismiss where your role allows, and keep work moving.
Licensed users who are allowed to resolve can mark a case closed from the case card or list. Pending cases from Slack or email may need approval first.
When the subscription owner resolves a case that was high priority or had been open longer, Tilford may show a short dialog asking how the case was closed. The answer is optional; it is stored on the case and improves future executive briefs for your organization.
The executive brief is the narrative view for leadership: priorities, risks, and where to focus. Use it alongside the dashboard when you’re aligning as a team.
Hot and critical cases, headline summary, and thematic areas—written for a leadership readout, not a ticket dump.
The brief already uses aggregates and a sample of your own resolved cases from about the last two years (including optional owner notes on difficult closes) so guidance can reference how your organization has handled similar threads before. When history is thin, the model is instructed to say so and to avoid inventing detail—often on the order of 7–10 days of real usage before patterns feel grounded.
Cross-company “competitor” or industry-peer patterns at cold start are not implemented: the AI only receives data about your tenant. Adding anonymized cross-tenant hints would need explicit privacy and product rules first.
Marketing and pricing may use illustrative stories (for example a high-value customer retained after a fast, well-coordinated response). The in-app brief does not fabricate revenue or ROI numbers; any future quantitative ROI would require agreed methodology and telemetry.
KPIs summarize trends over time. When charts are available, use them to see how things are moving — not just a snapshot for today.
Depending on your role, Settings is where you’ll find company profile, language and regional preferences, branding, and team invitations. Only some actions are available to every role — that’s intentional.
Email a case: When your host has enabled inbound mail, Settings shows your organization’s unique address for creating cases by email. Anyone with a seat can see it there — share it only with people who should be able to open cases.
My Subscription (if shown in your sidebar) is where owners manage plan and billing; teammates may see a short note that billing is managed by the owner.
Only the subscription owner connects Slack. Open Automation in the app for the live checklist and buttons. Full walkthrough with screenshot placeholders: Getting started → Connect Slack.
Owners use My subscription (sidebar) to compare plans, change billing cycle, and complete checkout on the marketing host when your deployment uses Paddle. Teammates may see that billing is managed by the owner.
Colleagues who receive the daily team report can propose that a case is resolved from their secure link. A licensed user with the right role opens Resolve approvals in the sidebar (when your organization has pending proposals) to approve or reject—so closure stays governed by someone with a seat.
Recipients without an app seat are managed under Users → Daily team report. They get a link to review cases and can propose resolutions (a licensed user approves). When Email a case is enabled, the digest uses Reply-To so they can reply to that email to send a new issue or risk in the message body.
The sidebar lists your main areas (dashboard, cases, settings, and more). Help is at the bottom of the list and opens in-product links to these guides. The line under your workspace name in the header reflects your organization’s tagline.
Resolved cases in roughly the last two years contribute to server-side rollups (how many closures, how many have an owner learning note, average days open, top categories). Those statistics are passed to the executive brief model together with a small sample of recent closures so prompts stay within token limits even when you have thousands of historical resolutions.
See §4.2. Notes are optional and visible to your organization’s users who can see the case.
A dedicated, structured AI digest of every lifecycle stage from creation through resolution is planned; today’s memory is driven by insights on the case, resolution metadata, owner text, and rollups.
See Getting started → Onboarding progress for the owner-facing narrative. In the app: dashboard card, Settings for profile, Automation for Slack, starter lines submitted from the card create open cases via the API.
New self-serve companies receive a welcome email with links to Getting started, How to use, and the app (when SMTP is configured; otherwise the server logs a stub).
Licensed members and setup coordinators receive a tailored welcome with the same documentation links.
If an account never received a successful welcome on those paths, the first password login triggers a single quick links email so documentation is not lost. Accounts that already received a welcome do not get a duplicate on first login.
If something doesn’t look right or you’re unsure what to do next, contact your Tilford administrator or your Tilford contact. We’re happy to help.