Cloud-Based Helpdesk and Enterprise Service Desk System
Overview
Settle Signals
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SUMMARY
DESCRIPTION
The issuing organization is seeking a vendor to provide a cloud-based helpdesk and enterprise service desk system for campus operations. The solution must offer a unified interface for end users while securely supporting separate backend workflows across multiple departments, including IT, Facilities, Strategic Communications and Marketing, Copy Center, Digital Learning Center, and Institutional Research.
The requested system should include a modern, intuitive user interface for both agents and end users, with responsive functionality across devices. It must provide a robust and secure RESTful API that follows modern security best practices. A dedicated native mobile application for both Android and iOS is preferred to support field agents and self-service users, though a mobile-friendly responsive website will also be considered.
Additional required capabilities include billing code support, department chargebacks, automated invoice generation, comprehensive asset management for hardware, software, and equipment, and the ability to associate tickets with asset records. The system should also deliver customizable real-time reporting and analytics dashboards by user role, along with advanced workflow automation, automated ticket routing, and configurable approval processes.
A pre-bid meeting is scheduled for August 11, 2026, and all questions must be submitted by August 14, 2026. The resulting contract is expected to run for a five-year term.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 27, 2026.
- Who is a good fit for this opportunity?
- Enterprise service management software provider
- Experience serving higher education or multi-department campus environments
- Strong cloud-based SaaS platform with secure REST API integrations
- Proven capabilities in ticketing, asset management, and workflow automation
- Mobile app support for Android and iOS
- Ability to deliver billing, chargeback, and reporting functionality
- Established implementation, training, and long-term support capacity
- Experience managing five-year public sector or institutional contracts
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.