Zen Desk Customer Service Ticketing System

The Vendor is required to provide a Zen desk customer service ticketing system for office of professions (OP) and office of teaching initiatives (OTI).
- Subscription for OP:
- 100 annual user licenses:
• Zen desk Suite Enterprise Subscription including:
1. Guide Professional Software Subscription   
2. Explore Lite Software Subscription  
3. Support: Data Center Location Software Subscription  
4. Sunshine Lite Software Subscription   
5. Support Enterprise Software Subscription
-  Subscription for OTI:
- 100 annual user licenses:
• Zen desk Suite Enterprise Subscription including:
1. Guide Professional Software Subscription
2. Explore Lite Software Subscription
3. Sunshine Lite Software Subscription
4. Support Enterprise Software Subscription
5. Support: Data Center Location Software Subscription
For both offices, the following features and functionality must be included:
• Self-Service Frequently Asked Questions/Article External User Interface
• User Accounts for External Users and Internal Users
• Article Curation with Workflows, including Publish/Unpublished/Review
• Ability for External Users to “Like” Articles
• Content Management Internal User Interface for Creating Frequently Asked Questions/Articles
• Forms for Collecting Specific Data from Customers
• Automatic Delivery to Specific Customer Service Groups
• Ability to Create Folders and Views
• Reporting
• Configurable Customer Ticketing Fields
• Configurable Dashboard Views
• Ability to integrate with phone service
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: March 14, 2025