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Awarded

A hosted ticketing solution with ongoing maintenance and support services

Published

Supplier(s)

Alemba Ltd

Value

280,000 GBP

Description

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.

Timeline

Award date

5 years ago

Publish date

5 years ago

Buyer information

Gloucestershire County Council

Contact:
Chris Keenleyside
Email:
chris.keenleyside@gloucestershire.gov.uk

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Notice topics

Contact management software packageCustomer Relation Management software packageProject management software packageScheduling software package

Related topics

Financial analysis and accounting software packageScheduling and productivity software package

Source

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