# Helpdesk Software

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [H M Revenue & Customs](/buyers/h-m-revenue-customs/contract-awards)
- Contract winner: DESKPRO LTD
- Award value: £294,000
- Tender value: £294,000
- Award date: 15 January 2023
- Published: 31 January 2023
- Contract start: 15 January 2023
- Contract end: 15 January 2024
- Stage: awarded
- Procurement category: services
- Notice ID: b1448d04-c66f-4bce-8388-da52b4b4ecd3-610341
- OCID: ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9

## 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

## Related contract awards

- [PCI DSS Attestation contract](/contracts/ocds-b5fd17-c7e49934-dfbe-41ca-bb92-ca3c6aaf5b6c): H M REVENUE & CUSTOMS
- [Enterprise Integration Systems: Platform Delivery and Support](/contracts/ocds-b5fd17-e6876bfe-ac9e-46f7-a257-e27077ce0a3c): H M REVENUE & CUSTOMS
- [Multi-model research methods platform for User Research](/contracts/ocds-b5fd17-1d2bb17c-613e-493f-95f8-22da18f0fe0c): H M REVENUE & CUSTOMS
- [CRM Helpdesk Software](/contracts/ocds-b5fd17-bc336622-411e-4ec1-82b3-9dce9cbd8e53): H M REVENUE & CUSTOMS
- [Deskpro Helpdesk Software Licence Renewal](/contracts/ocds-b5fd17-31c90892-2c5a-45e9-bc1c-8fa0868c77e8): H M Revenue & Customs
- [Ticketing Software \(22/23\)](/contracts/ocds-b5fd17-46ae539b-82cb-4573-8635-5246f17dd9a5): Department for Work and Pensions

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3-610341)