(1) Vendor needs to provide cloud–based ticketing software. • Comprehensive, cloud–based ticketing system software for the system, which will be used internally to manage and track customer support requests, and internal tasks. • Creation of tickets via multiple channels (email, web form, phone). • Ticket status tracking (e.g., New, Open, In Progress, On Hold, Resolved, Closed). • Ability to merge, split, and link related tickets • Ability to manage security for agents so they cannot see all tickets in all queues. • A centralized dashboard for agents to view assigned tickets, queues, and performance metrics. • Real–time notifications for new tickets, updates, and service level agreement (SLA) breaches. • A secure, user–friendly portal for customers to submit tickets and track their status. • Ability for customers to rate their satisfaction with a resolved ticket. • Real–time Dashboards: Configurable dashboards to monitor key performance indicators (KPIs) such as ticket volume, average resolution time, and agent productivity. • The system must provide a robust and well–documented API or integration with our existing software, including EntraID, and Active Directory. • Email integration for automatic ticket creation from a designated support email address. • Must support SSO via SAML SP–initiated authentication (2) All the questions must be submitted no later than Dec 12, 2025.