Cloud-Based Ticketing Software

The State of Michigan is seeking a vendor to provide a comprehensive cloud-based ticketing software solution for internal use in managing and tracking customer support requests and internal tasks. The system must enable creation of support tickets through multiple channels, including email, web form, and phone, and should offer various status tracking options such as New, Open, In Progress, On Hold, Resolved, and Closed.

Key features required include the ability to merge, split, and link related tickets, as well as manage granular security for agents to control ticket visibility within queues. A centralized dashboard should be provided for agents to view their assigned tickets, monitor queues, and track performance metrics. The software must support real-time notifications for new tickets, updates, and SLA breaches, as well as a secure, user-friendly customer portal for ticket submission, status tracking, and satisfaction rating feedback.

The platform should offer configurable, real-time dashboards for monitoring KPIs such as ticket volume, average resolution time, and agent productivity. Integration capabilities are essential, specifically a robust API for connecting with existing software systems like EntraID and Active Directory, and support for email-based automatic ticket creation. Single sign-on (SSO) via SAML SP–initiated authentication is also required.