Frequently asked questions

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.

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.

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.

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.

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.

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.

Yes. ActionConnect includes an internal, agent-authored knowledge base: your team drafts articles and organizes them by category, and a built-in approval workflow reviews drafts before they go live, so only vetted content reaches your teams. Articles link two ways with tickets — attach an article on a ticket, spin a new one up straight from a ticket, and see which tickets cite each article — giving agents a shared reference for resolving tickets faster and deflecting the repeat questions your offices answer over and over.

Yes, where it helps and stays under your control. Scheduled AI intake turns inbound email into triaged tickets with a suggested priority and category, and ActionConnect automatically flags likely duplicate tickets — so your queue arrives sorted and your team isn't working the same request twice. Your agents stay in the loop and make the call; the AI does the first-pass sorting.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Yes. Organize facilities by campus or site group — say, Bronx and New Rochelle — with strong data separation between them. Each campus sees only its own work orders, equipment, parts, vendors, and preventive-maintenance templates, while staff who oversee multiple campuses and administrators see across all sites. It's built for districts and multi-site institutions that need each location to manage its own work.

Yes. A vendor registry tracks contacts, contracts, and payment terms. You can assign service vendors to equipment and suppliers to parts, so the people and companies behind your maintenance work are connected to the assets and inventory they support.

Yes. Per-campus team chat lets facilities staff coordinate work where it happens, so conversation about a site stays alongside that site's work orders, equipment, and parts.

Yes. Access is module-based and least-privilege: grant some staff only the Facilities section, others only the helpdesk, and scope each person by campus. People see only the modules and sites they're permitted to — and reports honor the same scope, so analytics never reveals data a user can't otherwise see.

Yes. ActionConnect produces clean, print-friendly sheets for work orders, action items, and project tasks — alongside tickets — so crews can carry a job into the field or keep a paper record without wrestling with a browser print dialog.

Yes. Reports and dashboards span tickets, work orders, project tasks, and action items, with cross-module workload views that show what every team is carrying in one place. Every report respects each user's permissions and campus scope, so people see only the data and report types they're allowed to.