Helpdesk + Work Management for Higher Ed
ActionConnect gives admissions, IT, enrollment, and student-services teams an SLA-backed helpdesk and a full work-management suite in one place — with the campus calendar built in. Route tickets by department, work projects across six views, then roll everything forward to the next academic term in one click.
One dataset, every view your team needs — from Kanban boards to facility calendars. Calendar serves both project timelines and facility/work-order scheduling:
What's inside
Every project can be viewed as List, Board, Table, Timeline, Calendar, or Workload. Views are saved configurations — filters, sort, grouping — over the same items, and the Kanban board updates live as teammates drag cards.
Learn more →Academic terms are first-class configuration. When a term ends, clone a project's boards, views, members, milestones, and open tasks into the next term — with every date shifted to match.
Learn more →Map departments to teams once, and new tickets route themselves. An impact × urgency matrix sets priority consistently, and automation rules handle assignment and escalation from there.
Learn more →Requests arrive two ways: email-to-ticket turns inbound mail into threaded conversations, and branching intake forms — embeddable on any campus page — capture structured requests. Scheduled AI intake triages inbound mail into tickets with a suggested priority and category and flags likely duplicates, and your governed knowledge base deflects the repeat questions before they reach the queue.
Learn more →A full facilities module: work-order intake and a queue on board, list, or calendar, with campus → building → room locations, preventive-maintenance scheduling, parts inventory, and a vendor registry with contracts and payment terms. An asset registry adds custody history, admin-managed categories, and check-out with due dates and return reminders — and assets link straight to the work orders that service them and the tickets that involve them.
Learn more →Organize facilities by campus or site group — Bronx vs New Rochelle — with strong data separation. Each campus sees only its own work orders, equipment, parts, vendors, and PM templates, while staff and admins overseeing multiple sites see across all. Per-campus team chat keeps each location coordinated.
Learn more →Reports and dashboards span tickets, work orders, changes, project tasks, and action items, with cross-module workload views — and every report respects each user's access, including campus scope, so people see only what they're permitted to.
Learn more →Everything in one platform
ActionConnect brings your helpdesk and the work that resolves student, applicant, and staff requests into a single, isolated workspace for your institution.
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 draft articles that go through review and approval before they publish — organized by category. Two-way ticket linking surfaces and attaches articles on a ticket, spins up a new article straight from one, and shows which tickets cite each article, so a vetted answer deflects the repeat questions your offices field over and over.
Scheduled AI turns inbound email into triaged tickets with a suggested priority and category, and automatically flags likely duplicates — so your queue arrives sorted and your team isn't working the same request twice.
Built for higher ed
ActionConnect is built for the offices that keep a college running — admissions, IT, the registrar, financial aid, and student services. Academic terms, departments, and term-to-term project rollover are built in, giving every team one place to support people and track the work behind them.
Field applicant and family questions in a shared inbox with SLAs, then track application-cycle projects and to-dos on boards and timelines — and roll them forward to the next term in one click.
Run a real service desk: ticket queues, email-to-ticket, canned responses, and SLA timers, with AI intake that triages inbound mail and flags duplicates, a no-code automation engine to route and escalate, and dedicated change management to plan, approve, and ship IT changes with the affected assets linked.
Collect student requests through embeddable intake forms and email-to-ticket, lean on an internal knowledge base to answer faster, and let staff manage cases and process work in views that fit each team.
Take in work-order requests, schedule preventive maintenance from recurring templates, and plan jobs across Board, List, and Calendar views. Track equipment, parts inventory, and a vendor registry, organize assets with categories, and check assets out with due dates and return reminders — linking each asset to the work orders and tickets that involve it. Organized by campus, so each site manages only its own work.
Already running a CRM or SIS? ActionConnect complements the systems your campus already uses by handling the support requests and the operational work that surround them — no rip-and-replace.
Security
Higher-education teams handle sensitive student information, so we built ActionConnect with student-data privacy in mind. Here's how we protect your data today — and what we're working toward.
Every institution gets its own dedicated database, storage, and routing. Separation between workspaces is structural, not a permission setting that can be misconfigured.
Connect your identity provider with SSO, and keep staff accounts in sync with Microsoft Entra directory sync, so access follows your existing on/off-boarding process.
A full audit log records key actions across your workspace, giving administrators a record of who did what and when.
We collect only the data needed to run your workspace, avoid unnecessary tracking, and design data handling with student-data privacy in mind.
Start a 90-day institutional pilot in your own isolated workspace. No credit card required.