How it works
From signup to your first term-end rollover
ActionConnect goes from an empty subdomain to a running service desk and project workspace in five steps. Here's the path most institutions take during their pilot.
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Provision your workspace
Request a pilot and we provision an isolated workspace at your-college.actionconnect.com — a dedicated database, storage, and routing, seeded with sensible defaults. Connect single sign-on (OIDC) and Azure Entra ID directory sync so staff accounts follow your existing on/off-boarding, and apply your colors, logo, and welcome copy.
Isolated database · SSO + Entra sync · your branding
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Configure terms and departments
Set up your academic terms and your departments, and map each department to the team that handles its work. Define business hours and SLA targets, tune statuses and priorities, set the impact × urgency matrix, and add the custom fields your offices need. Stand up facilities too — configure work-order statuses and the campus → building → room cascade, and build preventive-maintenance templates with recurrence. Start projects from Kanban or Scrum templates — or capture an existing project as your own.
Academic terms · department → team routing · SLAs + business hours · PM templates
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Capture every request
Requests arrive two ways: email-to-ticket turns inbound mail into threaded conversations, and branching intake forms — embeddable on any campus page or shared as a public link — structure the rest. Your internal, agent-authored knowledge base deflects the repeat questions you've already answered, so the queue only gets what genuinely needs a person.
Email-to-ticket · intake forms · KB deflection
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Work it on boards
Department routing and automation rules assign new tickets to the right team automatically. Agents reply with canned responses against SLA timers, escalate tickets into tracked tasks, and project teams run the work across List, Board, Table, Timeline, Calendar, and Workload views — with live drag-and-drop Kanban, sprints, dependencies, and time tracking.
Auto-routing · SLA timers · six views · live Kanban · sprints
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Report it — then roll it forward
Dashboards built with the widget builder aggregate tickets and tasks across projects; burndown and velocity keep sprints honest; CSAT fields capture how requesters felt; Goals/OKRs and Portfolios give leadership the roll-up. When the term ends, one click clones each project's boards, views, members, milestones, and open tasks into the next term with dates shifted.
Dashboards · CSAT · OKR roll-up · one-click term rollover
Want the full inventory behind each step? Browse the complete capability map →
Walk these five steps with your own teams
A 90-day institutional pilot gives you the real product in your own isolated workspace — no credit card, contract by e-signature only when you're ready to continue.