Features
ActionConnect pairs a complete, SLA-backed helpdesk with a full work-management suite over one flexible data model — and models the things campuses actually have: academic terms, departments, and the students, applicants, parents, faculty, and staff you serve.
The capabilities higher-ed teams reach for most — from SLA-backed tickets and term rollover to boards, automations, and knowledge-base deflection.
A ticket inbox with assignment, tags, canned responses, CSAT fields, and business-hours-aware SLA timers for first response and resolution. Email-to-ticket threads inbound mail automatically, department routing sends tickets to the right team, and an impact × urgency matrix sets priority consistently.
Academic terms are first-class configuration, not a naming convention. Roll a project into the next term in one click — boards, views, members, milestones, and open tasks come along with dates shifted — and track every requester's affiliation: student, faculty, staff, parent, or applicant.
Switch the same project between List, Board (Kanban), Table, Timeline, Calendar, and Workload views. Views are saved configurations — filters, sort, and grouping — not duplicated data, and the Kanban board updates live over WebSockets as teammates drag cards.
Capture every request two ways: inbound email becomes threaded ticket conversations automatically, and branching intake forms — embeddable on any campus web page or shared as a public link — collect structured requests with exactly the fields each office needs.
Agents author and publish a knowledge base — draft to publish, organized by category — that becomes a shared reference for resolving tickets faster and deflects the repeat questions your offices answer over and over.
Build trigger → condition → action rules that fire when tickets and tasks are created or updated: routing, assignment, escalations, and status changes — so the busywork runs itself in the background.
Epics, subtasks, a ranked backlog, and sprints with burndown and velocity charts keep delivery honest. Start from Kanban or Scrum project templates — or capture your own setup as a reusable template.
Model work your way with 12 configurable column types — status, person, date, timeline, number, formula, dropdown, checkbox, files, link, rating, and dependency — all scoped to your institution.
Build dashboards with a widget builder that aggregates across projects. Tie work to Goals/OKRs with status roll-up, and group projects into Portfolios for executive visibility.
Run campus maintenance as a built-in CMMS: create work orders with custom statuses and numbering, schedule preventive maintenance from templates with recurrence, and plan on Board, List, and Calendar views. Track equipment with maintenance history and downtime, and keep a parts inventory that auto-decrements as parts are used on work orders.
Track time against tasks, model blocks/blocked-by dependencies, set milestones, and break work into subtasks — the structure project teams expect, without a second tool.
The full capability map
Every line below is a shipped capability you can use during your pilot — not a roadmap item.
A complete service desk for every office on campus — built to answer fast and prove it.
Boards, sprints, timelines, and dashboards — the full toolkit, over one flexible data model.
The campus calendar and org chart are modeled in, not bolted on.
Capture requests from across campus, and deflect the ones you've already answered.
A campus CMMS built in — schedule maintenance, track equipment, and keep parts stocked alongside your helpdesk.
Rules that actually fire — on every ticket and task create and update.
Structural isolation and enterprise sign-in, running on Cloudflare's global network.
Walk the five-step path from signup to your first term-end rollover, or start a 90-day institutional pilot in your own isolated workspace.