Documentation Index
Fetch the complete documentation index at: https://docs.deandesk.com/llms.txt
Use this file to discover all available pages before exploring further.
Institution-level feature — managed from your institution dashboard at
deandesk.com/dashboard. Cases sit at the institution level so they can span across schools.Open the cases workspace
Go to Cases in the institution dashboard sidebar. The workspace shows:- Stat cards at the top — counts of cases by status (new, open, in progress, waiting, resolved, closed)
- A filterable list of cases with type, status, priority, contact, and tags
- Quick filters to narrow by status or priority
Case fields
Each case carries the following fields:| Field | What it stores |
|---|---|
| Reference code | Auto-generated short ID for citing the case in conversations |
| Title | A short summary of what the case is about |
| Description | The longer-form details |
| Type | Question, request, dispute, billing, support, or other |
| Status | New, open, in progress, waiting on admin, waiting on member, resolved, closed |
| Priority | Low, medium, high, urgent |
| Contact | Name and email of the person the case is about (for cold leads) |
| Linked identity | The DeanDesk identity the case is for (if known) |
| Tags | Free-form labels for categorization |
| Notes | A timeline of internal notes added by staff |
| Activity log | A timestamped audit trail of every status change, note, and edit |
Create a case
Open Cases → New Case (/dashboard/cases/new). At the top of the form is a segmented control that switches between two intake modes:
| Mode | When to use |
|---|---|
| Manual | You already know the title, description, and other details |
| AI | You have raw text (email, chat log, phone notes) and want DeanDesk to extract a structured draft for you |
Manual mode
Link an identity (optional)
Use Identity Search to find and link the case to a known identity in your institution. Once linked, the case appears on that identity’s detail page.
Add the contact info
If the person isn’t yet a known identity, enter their name and email so you have a way to follow up.
Add an initial note
Optionally add an opening note that captures the conversation that prompted the case.
AI mode
Paste your raw text
Paste the original email, message, or notes from the conversation into the source text area.
Generate the draft
Click Generate draft. DeanDesk extracts a suggested title, description, type, status, priority, contact name and email, tags, an initial note, and a triage summary that captures the key facts in 2–3 sentences.
Auto-link an identity
DeanDesk also attempts to auto-link the draft to an existing identity by matching the contact name and email against your institution’s people directory. If a likely match is found, it’s pre-selected on the linked-identity field.
Pre-link from an identity page
The identity detail page has a Create a case for this identity card with a Create linked case button. Clicking it opens the new-case form pre-filled with that identity’s name, email, and identity link — so you don’t have to search again.Working a case
Every case has a direct URL at/dashboard/cases/<id> (clicking a case title or visiting the URL both work), so you can share or bookmark a case link. The cases workspace header includes the global people-search bar so you can jump to a related identity without leaving the page.
Update the status
Move the case through its lifecycle: new → open → in progress → waiting → resolved → closed. Status changes are recorded in the activity log.
Add notes
Drop internal notes as you make progress. Notes are timestamped and attributed to the staff member who added them.
Case lifecycle reference
| Status | Meaning |
|---|---|
| New | Just created, not yet triaged |
| Open | Triaged, work has not yet started |
| In progress | Actively being worked |
| Waiting on admin | Blocked on internal action |
| Waiting on member | Blocked on the member providing more info |
| Resolved | Issue addressed, awaiting confirmation or grace period |
| Closed | Done — no further action expected |