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Admin Requests Inbox Automation + SLA/TAT Tracking

Turn inbound admin emails into structured, routed requests with SLA/TAT tracking — reducing manual triage, speeding responses, and improving operational visibility.

CORE PROMISE
IntakeUnderstandValidateRouteTrack

(Less inbox chaos, faster service)

Best For:
Universities
Colleges
Private Schools
EdTech Support Ops
Admissions Offices

Common pain points we solve

Education admin teams receive nonstop emails about:

Admissions questions & document submissions

Registration/enrollment changes

Fee/payment queries & receipts

Certificate/verification requests

Timetable/exam/admin inquiries

IT/access issues (for EdTech platforms)

Most of this comes via email. The issues:

Requests buried in long email threads

Manual forwarding to the right department

Missing student identifiers slow everything

Little SLA/TAT visibility during peak seasons

Where this fits

Ideal starting scope for a pilot implementation

Teams Involved

  • Admissions
  • Registrar
  • Student Services
  • Finance Admin
  • EdTech Support (optional)

Channels

  • Shared inboxes
  • Forwarded email threads
  • Attachments (forms, IDs, PDFs)

Ideal Pilot Scope

  • 1-2 shared inboxes (Admissions / Student Services)
  • 8-12 request categories
  • Routing rules by request type + campus/ program/year
  • Exception workflow for missing identifiers

Inputs & Outputs

What goes in and what comes out

Inputs

  • Emails + threads

  • Attachments (PDFs, forms, ID proofs, fee receipts)

  • Optional references:

    • Student/applicant directory export
    • Program mapping
    • Policy documents

Outputs

  • Structured request record (JSON/CSV)

  • Ticket/task created with owner + due date

  • Draft replies (approved templates)

  • Missing-info request templates (student ID/application ID)

  • Dashboards: TAT, SLA breaches, Volume trends, Peak-season load

  • Audit logs (routing + actions taken)

Common Request Categories (Starter Set)

Application status / missing docs follow-up routing

Fee/payment query routing + receipt requests

Registration/enrollment change requests

Admissions inquiries + document submission routing

Certificate/verification requests

(bonafide, transcripts, letters)

Exam/timetable/admin inquiries

EdTech access/support

(login, enrollment access) (if relevant)

The Workflow

Step-by-step automation from intake to tracking

Step 1

Intake

Email arrives (student/parent/applicant).

Step 2

Understand

Classify request (admissions, fee, registration, verification, IT access, schedule).

Step 3

Extract

Pull name, application/student ID, program, year/semester, campus, deadline sensitivity.

Step 4

Validate

Check required identifiers per category.

Step 5

Route

Assign to correct queue/team with priority rules.

Step 6

Take Action

Create ticket/task, draft response, request missing information.

Step 7

Track

SLA/TAT timers, backlog aging, category trends.

What ApexIQ Delivers

Request taxonomy

(8-12 categories) tuned to education language

Entity extraction + normalization

(IDs, programs, campus)

Template library

for admin-safe replies and missing-info requests

Exception workflow

for missing IDs and low confidence

Routing engine

(program/campus/year rules + priority/deadline signals)

Validation rules

per request type (required identifiers)

Dashboards

SLA/TAT, backlog aging, request trends, peak load reporting

Monitoring + continuous tuning

(new formats, seasonal shifts)

Integrations & Data Sources

We integrate based on your stack

Email

  • Outlook/Microsoft 365
  • Gmail/Google Workspace
  • Zoho Workspace

Ticketing

  • Freshdesk/Zendesk/Jira
  • ServiceNow or internal student services tools

Student info systems

  • SIS/CRM exports/APIs (optional)

Admin systems

  • SharePoint/Drive repositories for attachments and case files

Collaboration

  • Teams/Slack (optional)

Accuracy & Safety Controls

Built-in safeguards and quality measures

Confidence gating: auto-route high-confidence only

Role-based access: staff sees only relevant requests/programs

Missing-ID handling: request correct identifiers before actions

Audit logs: action traceability (important for admin accountability)

Template governance: only approved responses for student-facing messages

Privacy discipline: secure attachment handling and retention policies aligned to your institution

Honest positioning

Automate triage, Routing, and Admin-safe replies

Complex/clinical questions go to humans.

Pilot Plan (2–4 Weeks)

A proven timeline to get you to production

W1Week 1

Scope + categories

  • Pick inbox + Top request types
  • Define routing rules and SLA/TAT targets
  • Collect sample emails (anonymized)
W2Week 2

Build

  • Configure classifier + extraction
  • Implement validation + exception workflow
  • Set up ticket creation + dashboards
W3Week 3

Shadow + tune

  • Run parallel to current triage
  • Tune for program/campus variants and peak-season language
  • Refine templates for missing identifiers
W4Week 4

Rollout + expand

  • Enable automation for high-confidence categories
  • Add escalation alerts for SLA risks
  • Expand to second inbox or additional categories if stable

Pilot KPI Targets

Reduction in manual triage time
Faster first-response time
SLA/TAT adherence improvement
Backlog aging reduction
Fewer "lost" emails in peak periods
Improved student/applicant experience (response consistency)

What We Need From You

Client checklist to kick off the pilot

1
200–500 sample admin emails (anonymized)
2
Request categories + Routing rules (who owns what)
3
Approved response templates / tone guidelines
4
Ticketing/case destination tool details
5
Optional: student/applicant ID mapping export for validation
6
One admin owner + reviewer for weekly tuning

Want procurement teams that answer vendor term questions instantly — without guessing?

Book a consultation or request an assessment—we'll recommend the best first workflow to pilot.