Helpdesk Software

Contract summary

Industry

• IT services: consulting, software development, Internet and support - 72000000

Location of contract

United Kingdom

Value of contract

£294,000

Procurement reference

CW84559

Published date

31 January 2023

Closing date

14 January 2023

Closing time

12pm

Contract start date

15 January 2023

Contract end date

15 January 2024

Contract type

Service contract

Procedure type

Call-off from a framework agreement

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

---

Description

The provision of multi-channel helpdesk software for managing customer and citizen requests via email, forms, chat, social and voice.

Features include:
• Email ticketing. Manage conversations between users and staff (agents)
• Knowledgebase & Manuals. Publish a full set of self-help articles.
• Live Chat. Provide 1-1 chat sessions with users.
• Voice. Talk to customers with no hardware needed.
• News. Publish a blog like set of news content.
• ITIL. IT service desk features (e.g. Incidents and Problems).
• Mobile Applications. iOS and Android apps are provided free.
• Reporting System. Full and detailed reporting system to analyse performance.
• CRM. Manage users and organisations.
• Social Media. Facebook, Twitter, Whatsapp, Instagram and Wechat

---

More information

Attachments

• Deskpro RM1557.13-G-Cloud-13-Call-Off-Contract - Redacted FINAL.pdf
• Signed contract

---

Award information

Awarded date

15 January 2023

Contract start date

15 January 2023

Contract end date

15 January 2024

Total value of contract

£294,000

This contract was awarded to 1 supplier.

DESKPRO LTD

---

About the buyer

Contact name

Sarah Phillips

Address

Trinity Bridge House, 2 Dearmans Place
Salford
M3 5BS
United Kingdom

Email

sarah.phillips@hmrc.gov.uk