Core concepts

These are the building blocks that appear throughout ActionConnect. Learning them once makes every other part of the manual easier to follow.

Organization (tenant)

An organization is your company's isolated workspace — the tenant. It owns its own users, tickets, projects, settings, branding, and knowledge base. Every configurable lookup (statuses, priorities, roles, custom field types) is stored as data per organization, not hardcoded, so two organizations can run very different processes on the same product.

Users, agents, teams, and roles

• A user (often called an agent) is a member of your organization who signs in to the tenant app to do work.
• Teams group users for assignment, workload, and notifications.
• Roles carry permissions. Roles are role-based: what a user can see and do is determined by the roles assigned to them. Admins define roles and permissions in Users & roles.

Contacts (end-users)

A contact is an external end-user of your organization — typically a customer raising a support request. Contacts do not use the agent app. They use the customer portal and sign in with a magic link (a one-time link emailed to them; there is no password to remember).

Tickets

A ticket is a support request. Tickets have a status and priority (both configurable per organization), an assignee, threaded comments, attachments, and optional SLA timers. Tickets can be created from the portal, by an agent, or automatically from an inbound email.

Projects, items, and tasks

A project is a container for work. Inside it live items (also called tasks), which can have subtasks, dependencies (blocks / blocked-by), start and due dates, and custom fields. Items are flexible: the same data can be shown in many different ways.

Views

A view is a saved way of looking at the same underlying items — a saved configuration of filters, sorting, and grouping. ActionConnect offers List, Board (Kanban), Timeline/Gantt, Calendar, Table, Workload, and Chart views. Switching views never moves your data; it only changes how you see it. See Views.

Custom fields

Custom fields let admins add Monday-style columns to items: status, person, date, timeline, number, formula, dropdown, checkbox, files, link, rating, and dependency. They are configured per organization and rendered dynamically across views, forms, and the portal. See Custom fields.

Automations

An automation is a no-code rule shaped as trigger → conditions → actions. Automations run on both item events and ticket events (routing, assignment, escalation, status changes, and more). They run asynchronously and safely, with guards against loops. See Automations.

SLAs

A Service Level Agreement (SLA) sets time targets — typically first-response and resolution — that are business-hours aware. SLA timers track whether tickets are on track or breaching. Admins define policies in SLAs.

Provisioning lifecycle

When an organization signs up (or a staff member creates it from the admin console), ActionConnect runs an idempotent, retryable provisioning process: it creates the tenant's database and runs migrations, assigns storage and routing, configures the support email address, and seeds defaults (statuses, priorities, roles, an admin user, email templates, a sample project, and starter templates). Until provisioning finishes, the organization shows a provisioning status; once complete it becomes active.

Next

Continue to Your first day for a role-by-role walkthrough.