# A hosted ticketing solution with ongoing maintenance and support services

> A sourced UK public sector contract award published by Gloucestershire County Council.

## Key facts

- Buyer: [Gloucestershire County Council](/buyers/gloucestershire-county-council/contract-awards)
- Supplier: [Alemba](/suppliers/alemba/public-sector-contract-awards)
- Award value: £169,949
- Tender value: £280,000
- Award date: 13 May 2019
- Published: 5 September 2019
- Contract start: 2 December 2019
- Contract end: 30 April 2024
- Stage: awarded
- Procurement category: services
- Notice ID: 55f64156-b94b-4ee5-849e-fa5906ec1561-312070
- OCID: ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8

## Description

The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes\. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket\. If customers need to submit a ticket then this shall be done in one of three ways: 1\. By telephone with support staff manually entering ticket details into the system; 2\. By email with the email content being automatically converted into a ticket within the system; 3\. Through adding request details within an online portal to create a ticket within the system\. All tickets shall be given a prioritisation and added to a queue for the support staff to process\. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality\. All resolved tickets then form part of the knowledge base\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/55f64156-b94b-4ee5-849e-fa5906ec1561-312070)