SW-116972 - USA (Wyoming) - Cloud-Based Helpdesk and Enterprise Service Desk System - Deadline August 27,2026

(1) Vendor needs to provide cloud–based helpdesk and enterprise service desk system.– System must provide a unified interface for campus end–users while securely supporting distinct backend workflows including IT, Facilities, Strategic Communications and Marketing (SCM), Copy Center, Digital Learning Center (DLC), and Institutional Research (IR).– Modern User Interface: The system must feature a modern, intuitive UI for both agents and end–users, and have dynamic functionality based on device.– API and Integrations: The solution must provide a robust, fully secure RESTful API implementing modern security best practices.– Dedicated Mobile App: A fully functional native mobile application is preferred. It must be available on both Android and iOS platforms (a mobile friendly and mobile–responsive website will be evaluated if submitted as a part of this submission) to support field agents and user self–service.– Billing and Chargebacks: Built–in support for billing codes, department attribution/chargebacks, and auto–generated invoices to support auxiliary services.– Asset Management: Comprehensive tracking of campus assets (hardware, software, equipment) with the ability to link tickets to specific asset records.– Reporting and Analytics: Real–time reporting and analytics dashboards that are customizable by user role.– Workflows and Automation: Advanced workflow automation, automated ticket routing, and customizable approval processes.(2) All questions must be submitted no later than August 14, 2026.(3) A pre–bid meeting will be held on August 11, 2026.(4) The contract period will be for five years.