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A government agency in Michigan issued “Ticketing Software System” (RFP). Solicitation SYS-3284 closed on December 17, 2025. Eligibility: Only for USA Organization.
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
Ask any question about the RFP and its amendments. Instantly surface schedules, deliverables, compliance items, evaluation criteria, and budget details with 100% source-backed answers.
Quick answers about deadlines, eligibility and submission for this solicitation.
No. This opportunity (SYS-3284) closed on December 17, 2025. See similar open RFPs below.
A government agency in Michigan. The buyer's contact and submission details are in the solicitation documents.
Only for USA Organization.
Contract term: 3 years.
Yes: Non-mandatory on December 8, 2025.
Yes. After purchase, with a subscription or during a free trial, the RFPPlanet AI Assistant answers questions sourced from this RFP’s documents, such as requirements, evaluation criteria and key dates.
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