---
title: "Helpdesk Software"
ocid: "ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2023-01-31"
---

# Helpdesk Software

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9.json)

## Summary

The contracting authority for this tender is H M Revenue & Customs, located in Salford, United Kingdom. The title of the procurement process is "Helpdesk Software" within the IT services category. The procurement stage is in the award phase, with a contract value of £294,000 GBP. The procurement method is selective, involving a call-off from a framework agreement. The tender period ended on 14th January 2023, and the contract period spans from 15th January 2023 to 15th January 2024.

This tender for "Helpdesk Software" by H M Revenue & Customs offers opportunities for business growth, especially for small and medium enterprises (SMEs) in the IT services sector. Businesses providing consulting, software development, Internet, and support services are well-suited to compete. The contract value of £294,000 GBP presents a lucrative opportunity for eligible businesses to showcase their capabilities and win the contract. The provision of multi-channel helpdesk software with various features ranging from email ticketing to social media integration aligns with the needs of modern customer service management.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 31 Jan 2023 |
| Submission deadline | 14 Jan 2023 |
| Future notice date | Not specified |
| Award date | 15 Jan 2023 |
| Contract period | 15 Jan 2023 - 15 Jan 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £294,000 |
| Lots value | Not specified |
| Awards value | £294,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | H M REVENUE & CUSTOMS |
| Locality | SALFORD |
| Post town | Manchester |
| Postcode | M3 5BS |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD34 Greater Manchester South West |
| Local authority | Salford |
| Electoral ward | Blackfriars & Trinity |
| Westminster constituency | Salford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | DESKPRO |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

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

## Release History

- 31 Jan 2023 at 14:07 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b1448d04-c66f-4bce-8388-da52b4b4ecd3
  31st January 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/d274f774-f8f7-457b-9721-eda955553492

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-2c9ef3ee-2e42-4777-8df7-8000f1e124a9.json.