FAQ
Frequently asked questions
Straight answers about how ActionConnect is built, how the pilot works, and what to expect when you bring your institution aboard.
How is our data isolated from other institutions?
Every institution gets its own dedicated database, file storage, and routing — provisioned when your workspace is created. Isolation is structural, not a permission flag: there is no shared database where a misconfiguration could expose one institution's data to another.
Who owns our data, and can we get it out?
Your data is yours. Because each institution has its own database, your records aren't entangled with anyone else's — and if you need an export, or you decide not to continue after a pilot, contact us and we'll work with you to return your data and retire the workspace.
Do you support single sign-on and directory sync?
Yes. ActionConnect supports single sign-on via OIDC and directory sync with Microsoft Azure Entra ID, so staff access follows your existing identity lifecycle — accounts stay in sync as people join and leave.
How does the 90-day pilot work?
You request a pilot, we provision your isolated workspace, and your teams use the real product for 90 days — no credit card and no payment details to begin. If it's a fit, you sign an institutional contract electronically and our team sets your plan and seats. If not, we return your data and retire the workspace.
What does onboarding look like?
Signup kicks off automated provisioning of your workspace — database, storage, subdomain, and seeded defaults. From there our team helps you configure academic terms, departments and routing, business hours and SLAs, branding, and SSO. Most teams capture their first tickets in the first week.
How do requests get into ActionConnect?
Two ways. Email-to-ticket turns inbound mail to your support addresses into threaded ticket conversations automatically, and branching intake forms — embeddable on any campus web page or shared as a public link — let people submit structured requests with exactly the fields each office needs. Both land in the same queue, where department routing and automation take over.
Can we publish a knowledge base for our teams?
Yes. ActionConnect includes an internal, agent-authored knowledge base: your team drafts articles, organizes them by category, and publishes them. It gives agents a shared reference for resolving tickets faster and deflects the repeat questions your offices answer over and over.
How does knowledge-base deflection work?
Your published knowledge base captures the answers to questions your offices field repeatedly. Agents reach for it to resolve tickets faster and reuse vetted answers, so common questions get handled consistently and your queue stays focused on the requests that genuinely need a person.
Where does our data live?
ActionConnect runs on Cloudflare's global network, with each institution's dedicated database and file storage provisioned on that platform. Traffic is encrypted in transit, and the architecture is designed with data residency in mind.
Are you FERPA-compliant or SOC 2 certified?
We don't claim either today. ActionConnect is designed with student-data privacy in mind — structural isolation, SSO, and a full audit log — and we're actively building toward formal compliance milestones. We're happy to walk your IT and compliance teams through our practices and roadmap as part of a pilot.
Which browsers are supported?
ActionConnect supports current versions of modern evergreen browsers — Chrome, Edge, Firefox, and Safari — on desktop, and the agent workspace is responsive for phones and tablets.
Does ActionConnect replace our CRM or SIS?
No — and it doesn't try to. ActionConnect handles the support requests and the operational work that surround the systems your campus already runs. Your CRM and SIS stay the systems of record; ActionConnect is where the questions get answered and the work gets done.
Can we use ActionConnect for work order management?
Yes. Create and track work orders with custom statuses, assign them to technicians, and view them on a Board, List, or Calendar (month, week, or day). Each work order can carry parts from your inventory and step-by-step checklists, so facilities and operations teams run maintenance work in the same system as everything else.
Does ActionConnect schedule preventive maintenance?
Yes. Build preventive-maintenance templates with recurrence, and ActionConnect automatically generates work orders on schedule with calculated due dates — so routine inspections and servicing get raised on time without anyone tracking them by hand.
Does ActionConnect track assets and inventory?
Yes. Keep an asset inventory with tags, status, and location, plus full custody and assignment history so you always know who has what. A separate parts catalog tracks stock levels and reorder points, and parts draw down automatically as they're used on work orders.
How do approval workflows work?
Approvals are unified on a single Approvals page. Ticket approvals and project access requests both land there, so the people who need to sign off can review and approve or deny in one place instead of chasing requests across the product.
Didn't find your question? Ask our team — or see our full security posture and how the pilot works.
The fastest answer is a pilot
Put ActionConnect in front of your own teams for 90 days — your own isolated workspace, no credit card required.