Technology Support Desk Ticketing System

The vendor is required to provide technology support desk ticketing system for include:
1. System administrators
•    The solution provides a real-time dashboard on service tickets. 
•    The solution can generate ad-hoc reports of all data entered into the system, including information entered in custom fields. 
•    The solution supports business rules on entering data. 
•    Information entered in fields can be controlled to ensure data quality at the entry point.
•    The solution supports predictive analytics to forecast trends and potential issues. 
•    The system supports data visualization tools with drill-down capability. 
•    The system supports detailed reporting and analytics tools to track performance metrics such as ticket resolution times, user satisfaction, and SLA compliance. 
•    The system provides automated ticket routing based on predefined rules. 
•    The system supports SLA (service level agreement) management to ensure timely resolution of issues. 
•    The system supports automating repetitive tasks such as ticket categorization and prioritization. 
•    The system has an asset management component to track and manage it assets such as computers, tablets, and other devices.
2. End-user
•    The system provides an intuitive and user-friendly interface for staff to submit support requests. 
•    The system can display a banner on the ticket entrance screen notifying users of systemwide active issues. 
•    The system supports multiple communication channels, including email, phone, chat, and web portal. 
•    The solution provides a mobile app for on the-go ticket submission and is fully supported on windows and apple devices. 
•    The system can provide multilingual support. 
•    The system has predictive text and autosuggestions for faster ticket submission. 
•    The system has real-time status updates via mobile app and portal for system outages and routine maintenance. 
•    The system provides the ability to access ticket history and resolution details.
•    The system provides a comprehensive knowledge base that allows users to find solutions to common issues. 
•    The system provides a self-service portal for interactive tutorials, video guides, and FAQs. 
•    The system provides a feedback screen on services provided
3. Support personnel
•    The system provides collaboration tools for IT staff, such as internal notes, team chat, and ticket sharing. 
•    The system provides a banner on screens for system-wide alerts. 
•    The solution provides a mobile app for IT staff to manage tickets. 
•    List mobile platforms supported. 
•    The system integrates with the microsoft teams collaboration platform. 
•    The system provides the ability for bulk tickets to be updated or closed. 
•    The system provides the ability to add to the knowledge base or FAQs. 
•    The system allows the support staff to send notifications and updates directly to the end user. 
•    The system provides the ability to run reports on data metrics.
4. Other system requirements
•    The system provides the ability to generate ad-hoc reports of all data entered. 
•    The system provides canned reports for all levels of users. 
•    The system provides a data reporting tool for creating the ad-hoc reports. 
•    The system can extract all data elements as needed without limitations. list various formats, i.e., excel, csv, DBF, etc. 
•    The system can do audit trails.
•    The system can integrate with active directory for user account and security access. 
•    List interface types supported, such as SAML, MS ENTRA, LDAP, etc. 
•    The system complies with relevant data protection regulations (e.g., act for student information). 
•    The system supports internal workflow routing of service tickets. 
•    The system supports custom fields, and staff can conduct queries on them. 
•    the system can assign security access levels based on roles and responsibilities. 
•    The system provides the ability to transfer and integrate data between applications.
5. Artificial intelligence (AI)
•    The system provides AI predictive analytics to foresee potential issues before they arise. 
•    The system provides AI proactive measures based on historical data, trends, and past actions. 
•    The system provides AI automated responses for common issues. 
•    The system provides AI analysis on feedback to identify trends and areas for improvement. 
•    The system provides AI that can categorize, prioritize, and route service tickets. 
•    The system provides an AI chatbot for end-user support, ticket creation, and the ability to escalate to a human person. 
•    The system provides AI insight into support team performance and user satisfaction. 
•    The system provides AI that protects sensitive information and complies with data protection regulations (e.g., FERPA for student information).