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: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:
Manual mode
1
Fill in the basics
Enter the title, description, type, status, priority, and tags.
2
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.
3
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.
4
Add an initial note
Optionally add an opening note that captures the conversation that prompted the case.
5
Save
Save the case. It appears in the list with its reference code.
AI mode
1
Switch to AI
Toggle the AI / Manual control at the top of the form to AI.
2
Paste your raw text
Paste the original email, message, or notes from the conversation into the source text area.
3
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.
4
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.
5
Review and save
Edit any field, then save. If you change the source text after generating, you’ll see a stale-draft warning prompting you to regenerate.
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.
1
Open the case
Click the case title in the list to open the detail view.
2
Update the status
Move the case through its lifecycle: new → open → in progress → waiting → resolved → closed. Status changes are recorded in the activity log.
3
Add notes
Drop internal notes as you make progress. Notes are timestamped and attributed to the staff member who added them.
4
Adjust priority and tags
Re-prioritize or re-tag the case as you learn more.
5
Resolve and close
When you’re done, mark the case Resolved (and later Closed). Closed cases stay on the linked identity’s detail page for historical context.