SW-121163 - USA (Minnesota) - Cloud-based IT Ticketing System - Deadline November 17,2026

(1) Vendor needs to provide cloud–based IT ticketing system.– Cloud–hosted, software–as–a–service (SaaS) information technology service–management solution that includes IT ticketing, workflow automation, knowledge management, reporting, and self–service capabilities.– Provide cloud–hosted licensing for at least 30 IT staff members who create, process, manage, assign, and resolve tickets.– Provide administrative/configuration user accounts with the authority necessary to manage system configuration/workflows, forms, queues, permissions, reporting, knowledge content, integrations, and other administrative functions.– Provide authenticated requester and self–service access for the City's workforce of more than 1,300 regular and seasonal employees. The City does not require resident/public–facing or anonymous ticket submission functionality– Configure the solution for City IT use at launch, including all IT groups, queues, ticket categories, workflows, assignment rules, notifications, service levels, escalation processes, security roles, dashboards, reports, knowledge–base structure, and integrations.– Configure and support ticket intake from email, web portal, Microsoft Teams, and mobile, with all channels creating and updating a common ticket record.– Provide secure documented APIs, webhook, bulk import and export capabilities, and a complete data dictionary sufficient for City technical staff to understand, administer, integrate with, import from, and export City data.– Provide a documented approach for City data export, transition support, and secure deletion of City data at contract termination or expiration.(2) All question must be submitted no later than November 7, 2026.(3) Contact period will be for two years.