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University of Houston-Victoria Requests Help Desk Ticketing Software

The university is also interested in incorporating artificial intelligence for after-hours support options.

three people at laptops with headsets providing IT services
The University of Houston-Victoria (UHV) has issued a request for proposals (RFP) for a help desk ticketing software system.

According to the solicitation, the requested system must “allow for easy creation and management of requests, as well as reporting tools and a knowledge base to improve quality and operational efficiency.” Although not required, UHV is also interested in a configuration management database (CMDB) and artificial intelligence (AI) for limited after-hours support options.

At a minimum, the requested solution must offer long-term retention of resolved tickets, compatibility with MacOS and Windows OS, single sign-on through Microsoft Azure Active Directory, a user-friendly and intuitive design and compatibility with mobile devices.

The chosen vendor must offer support at all hours through phone communication and web resources and training in self-service problem solving with both in-person and virtual training options.

The ticketing software must create tickets based on departmental email ingestion, support group creation abilities, allow users to edit active tickets at any point, offer a web portal feature for ticket creation and editing, send alerts when tickets meet or exceed predefined conditions and allow for the creation of an internal knowledge base.

UHV requires licensing for at least 30 full-time IT employees and 30 part-time employees.

More detailed information about RFP No. 765-24-0018, including all minimum requirements and requested services, can be found online. The deadline for question submissions is 5 p.m. March 1. The due date for proposals is 2 p.m. Mar. 18. Ron Chavez is the point of contact for this RFP.
Chandler Treon is an Austin-based staff writer. He has a bachelor’s degree in English, a master’s degree in literature and is currently pursuing a master’s degree in technical communication, all from Texas State University.