Service desk and case management
On Salesforce Service Cloud or Zoho, so every request has an owner and a status.
The problem
Students do not care which office owns their question.
RequestsAppointmentsDocumentsFeesCasesLetters
A service desk gives them one front door and gives staff one queue. One front door for students, one queue for staff.
Who it is for
Colleges where student support has outgrown the inbox.
One place for students to ask for help, and a queue the team can actually work.
- Student services spread across shared mailboxes
- Admissions teams handling documents by hand
- Institutions on Salesforce or Zoho that have not connected them to the SIS
- Providers growing faster than their support team
What we build
One front door for students, one queue for staff.
Students do not care which office owns their question. A service desk gives them one front door and gives staff one queue.
Student self-service
Requests, letters, appointments, documents and fees, without another email.
Knowledge base and first-line support
First-line answers that hand over to a person with the full history.
Admissions to enrolment
From enquiry to enrolment, with document checks and account creation in Moodle and the SIS.
Reporting
Volumes, response times and the issues that keep coming back.
Why it works
Because it is connected to the systems the college already runs.
The desk reads the student record, so staff do not ask for what the college already knows.
Connected to the record
Staff see the student. Students see progress.
Requests route by programme, status and type. Management sees where the time goes.
- The desk reads the student record, so staff do not ask for what the college already knows
- Requests route by programme, status and type
- Students see progress without sending another email
- Management sees where the time goes
One queue
Every request has an owner and a status.
Case management for student queries, self-service for common requests, and the student information system on the same record.
Where it runs
Salesforce, Zoho, or the systems you already have.
We are not tied to a vendor. We start from what you need and what you already have.
Salesforce Service Cloud
Service desk and case management, connected to the student record.
One queue for the teamZoho
The same service desk if Zoho is what the college already runs.
Connected to the SISStudent information system
The desk reads the student record, including Innealla or the SIS you already have.
Staff do not re-askStart here
Start with a Service Desk Design Sprint.
Two weeks with your student services and IT teams, fixed price.
Two weeksFixed priceCosted roadmap
Book a Design Sprint →
What you leave with
- Current student journeys mapped
- A working prototype you can click through
- A process map with an owner for each request type
- A costed roadmap
Running today
Running at Dublin Business School.
DBS student services run on Salesforce, connected to the student record, with AI-assisted support being introduced.
- Case management for student queries
- Self-service for common requests
- Integration with the student information system
Proof
A partner for the work, not another supplier.
Dublin Business School, from the student service desk to the systems around it.
“Inneall are very solutions driven. They find better ways of doing things. I can throw an idea at them and they’ll find a way to do it.”
EO
Read the DBS case study →
Edward OrmondeHead of IT, Dublin Business School
CASE STUDY
A technology partnership at the heart of DBS’s digital ambition
Read more →
AI AT INNEALL
Lugh: the AI agent that answers our service desk first
Read more →
AI AT INNEALL
The Ops Agent: how our servers are checked every morning before anyone logs in
Read more →Do you have preferred platforms you always recommend?
We know Moodle, Salesforce, Zoho, Sitefinity and Celcat well because they have proven themselves in colleges. We are not tied to any vendor. We start from what you need and what you already have, and we will tell you plainly if an existing platform is the right answer.
Can you help with the redesign of internal workflows?
Yes. Before we configure or build anything we sit with the people who do the work and map how it actually happens, not how the process document says it happens. We find the duplication and the friction, then design the workflow the technology will support. Better systems on broken processes do not give better outcomes.
Will off-the-shelf software meet all our needs?
Sometimes, rarely entirely. Established platforms are proven, maintainable and cost effective, but colleges have processes, compliance requirements and integrations that generic software does not cover out of the box. We use the platform where it fits and build the missing pieces where it does not, then connect everything so it works as one system.
How long does a typical project take?
A focused integration or workflow automation can be live in weeks. A full programme across recruitment, student records, learning and reporting usually runs six to twelve months. Every project is broken into short phases so you see working software early and can change direction while it is still cheap to do so.
Where is our data held and how is it protected?
Systems we host run in AWS in Ireland, with backups, monitoring and access controls in place, and we can also run inside your own AWS or Azure account. We sign a data processing agreement with every client. We are working towards ISO/IEC 27001 certification and can share our security practices on request.
Next step
One front door for students, one queue for staff.
Start with a two-week Service Desk Design Sprint, fixed price.
Integrators for specialised education and CRM platforms
- Moodle
- Salesforce
- Zoho
- HubSpot
- Sitefinity
- Celcat
- Microsoft 365
- AWS
One front door for students,
one queue for staff
Start with a Service Desk Design Sprint
Two weeks with your student services and IT teams, fixed price.
- Current student journeys mapped
- A working prototype you can click through
- A process map with an owner for each request type
- A costed roadmap
What we build
Students do not care which office owns their question. A service desk gives them one front door and gives staff one queue.
- Service desk and case management on Salesforce Service Cloud or Zoho
- Student self-service: requests, letters, appointments, documents, fees
- Knowledge base and first-line support that hands over to a person with the full history
- Admissions from enquiry to enrolment, with document checks and account creation in Moodle and the SIS
- Reporting on volumes, response times and recurring issues
Why it works
Because it is connected to the systems the college already runs.
- The desk reads the student record, so staff do not ask for what the college already knows
- Requests route by programme, status and type
- Students see progress without sending another email
- Management sees where the time goes
Who it is for
Colleges where student support has outgrown the inbox.
- Student services spread across shared mailboxes
- Admissions teams handling documents by hand
- Institutions on Salesforce or Zoho that have not connected them to the SIS
- Providers growing faster than their support team
Running at Dublin Business School
DBS student services run on Salesforce, connected to the student record, with AI-assisted support being introduced.
- Case management for student queries
- Self-service for common requests
- Integration with the student information system
How we do things
Partnership, transparency, user-centred design and long-term quality guide every project. Each one runs through the same six stages, so you always know where it stands and who is accountable.
DISCOVER
Audit and workshops
Scope of work
Integration mapping
Risk and dependency analysis
Finalised project plan
Scope of work
Integration mapping
Risk and dependency analysis
Finalised project plan
DESIGN
User experience
Concept proposals
Stakeholder reviews
Design development
Final specifications
Approval to progress
Concept proposals
Stakeholder reviews
Design development
Final specifications
Approval to progress
BUILD
Software development
System integration
Customisations
Content and data migration
Front end interface
System integration
Customisations
Content and data migration
Front end interface
TEST
Functional and user acceptance testing
Browser/app performance testing
Accessibility
System and security
Browser/app performance testing
Accessibility
System and security
DEPLOY
Training
Final configuration and domain go-live
Hypercare in the first weeks
Bug-fix support
Handover to support
Final configuration and domain go-live
Hypercare in the first weeks
Bug-fix support
Handover to support
SUPPORT
Tailored service level agreements
Responsive support
Planned maintenance
Quality control
Performance tuning
Responsive support
Planned maintenance
Quality control
Performance tuning
Discover how we think,
deliver and make an impact
View more
We love API environments
and the challenge of integration
We’ve integrated systems others refused to touch!
“Inneall’s impact on our ability to deliver reliable, scalable technology has been absolutely enormous. What sets them apart is their deep knowledge of our business, they understand our systems, our teams, and our priorities. That means we’re not dealing with a technology supplier; we’re working with a partner who genuinely cares about getting it right.”
Edward Ormonde
Head of IT, Dublin Business School
Frequently Asked Questions
Do you have preferred platforms you always recommend?
We know Moodle, Salesforce, Zoho, Sitefinity and Celcat well because they have proven themselves in colleges. We are not tied to any vendor. We start from what you need and what you already have, and we will tell you plainly if an existing platform is the right answer.
Can you help with the redesign of internal workflows?
Yes. Before we configure or build anything we sit with the people who do the work and map how it actually happens, not how the process document says it happens. We find the duplication and the friction, then design the workflow the technology will support. Better systems on broken processes do not give better outcomes.
Will off the shelf software meet all our needs?
Sometimes, rarely entirely. Established platforms are proven, maintainable and cost effective, but colleges have processes, compliance requirements and integrations that generic software does not cover out of the box. We use the platform where it fits and build the missing pieces where it does not, then connect everything so it works as one system.
How long does a typical project take?
A focused integration or workflow automation can be live in weeks. A full programme across recruitment, student records, learning and reporting usually runs six to twelve months. Every project is broken into short phases so you see working software early and can change direction while it is still cheap to do so.
Where is our data held and how is it protected?
Systems we host run in AWS in Ireland, with backups, monitoring and access controls in place, and we can also run inside your own AWS or Azure account. We sign a data processing agreement with every client. We are working towards ISO/IEC 27001 certification and can share our security practices on request.