Features
ActionConnect pairs a complete, SLA-backed helpdesk with a full work-management suite and a campus facilities CMMS — work orders, equipment, parts, and vendors — over one flexible data model. It models the things campuses actually have: academic terms, departments, multiple campuses, 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 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.
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.
A dedicated change-tracking work type alongside tickets, projects, and work orders. Plan, review, approve, schedule, and implement operational and IT changes — with links to the assets each change affects — so updates ship with a paper trail instead of a hallway conversation.
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: work-order intake, a queue and Board, List, and Calendar views, and preventive maintenance scheduled from recurring templates. Track equipment with maintenance history and downtime, organize assets with admin-managed categories, check assets out with due dates and return reminders, and link assets to the tickets that involve them. Keep a parts inventory that auto-decrements as parts are used, and manage a vendor registry with contracts and payment terms.
Organize facilities by campus or site group — Bronx vs New Rochelle — with strong data separation between locations. Each campus sees only its own work orders, equipment, parts, vendors, and PM templates, while staff overseeing multiple campuses and admins see across all. Per-campus team chat keeps each site coordinated.
Reports and dashboards span tickets, work orders, changes, project tasks, and action items, with cross-module workload views that show what every team is carrying. Every report respects each user's access — including campus scope — so people see only the data and report types they're permitted to.
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 full campus CMMS built in — schedule maintenance, track equipment, manage vendors, and keep parts stocked alongside your helpdesk.
Organize facilities by campus or site group, with strong data separation between locations — purpose-built for districts and multi-site institutions.
One set of reports and dashboards across every kind of work — and every view respects each user's access.
Rules that actually fire — on every ticket and task create and update.
Structural isolation, module- and campus-scoped access, 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.