Gloucestershire County Council
A hosted ticketing solution with ongoing maintenance and support services
This is a contract result notice, not an open opportunity. Details from the official award data.
This sits in the upper-middle of the Software & IT Systems band — a substantial contract for the sector. Based on 30,286 valued Software & IT Systems tenders in our corpus.
The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes.
This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket.
If customers need to submit a ticket then this shall be done in one of three ways: 1.
By telephone with support staff manually entering ticket details into the system; 2.
By email with the email content being automatically converted into a ticket within the system; 3.
Through adding request details within an online portal to create a ticket within the system.
All tickets shall be given a prioritisation and added to a queue for the support staff to process.
Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality.
All resolved tickets then form part of the knowledge base.
What the supplier must deliver
The Customer Support System shall contain
The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes.
This shall also be made available
This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket.
If customers need to submit a ticket
If customers need to submit a ticket then this shall be done in one of three ways: 1.
By telephone with support staff manually entering
By telephone with support staff manually entering ticket details into the system; 2.
All tickets shall be given a prioritisation
All tickets shall be given a prioritisation and added to a queue for the support staff to process.
Derived from the notice text — always confirm against the original documents.
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- OCID
- 55f64156-b94b-4ee5-849e-fa5906ec1561
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- GLOSCC001-DN381065-87718375
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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