Ticketing Software System

The Vendor is required to provide for a comprehensive, cloud-based ticketing system software.
- The system, which will be used internally by department to manage and track customer support requests, and internal tasks.
- Ticket Management:
•    Creation of tickets via multiple channels (email, web form, and phone).
•    Automatic ticket routing and assignment based on rules (e.g., department, keywords, priority).
•    Ticket status tracking (e.g., New, Open, In Progress, On Hold, Resolved, and Closed).
•    Ability to merge, split, and link related tickets.
•    Ability to manage security for agents so they cannot see all tickets in all queues.
- Agent Tools:
•    A centralized dashboard for agents to view assigned tickets, queues, and performance metrics.
•    Real-time notifications for new tickets, updates, and service level agreement (SLA) breaches.
•    Internal notes and private communication between agents and teams.
•    Canned responses or macros to automate common replies.
- Customer-Facing Portal:
•    A secure, user-friendly portal for customers to submit tickets and track their status.
•    Knowledge base integration, allowing customers to self-serve and find answers.
•    Ability for customers to rate their satisfaction with a resolved ticket.

- Contract Period/Term: 3 years
- A Pre-Bid Meeting Date: December 8, 2025