---
title: "Zendesk License and Support"
ocid: "ocds-h6vhtk-06df78"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06df78"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06df78.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06df78.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS Resolution"
published: "2026-08-07"
---

# Zendesk License and Support

Buyer: NHS Resolution  
Current stage: Award  
OCID: ocds-h6vhtk-06df78

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06df78)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06df78.json)

## Summary

NHS Resolution is procuring a software-as-a-service service desk platform and ongoing support from Zendesk, Inc. The requirement covers continued access to Zendesk software, operational support for the existing service desk, and the ability to obtain additional licences if operational needs increase. The platform supports critical services across NHS Resolution’s Digital, Data and Technology, Business Intelligence and Human Resources functions, including established workflows, configurations, data structures, reporting and support processes. The work supports NHS Resolution’s operations in the United Kingdom. This is an IT services and software requirement, relevant to service desk platform providers, SaaS suppliers and firms able to support enterprise business applications in a public-sector environment.

The procurement has completed and the contract has been awarded to Zendesk, Inc.; the award status is recorded as pending. NHS Resolution used a direct award procedure, justified on technical grounds because the incumbent platform is embedded in its operating environment and continuation was considered necessary for service continuity. The award date was 7 August 2026. The initial contract period is 20 August 2026 to 19 August 2027, with an option for a further 12 months until 19 August 2028. The awarded value is £269,510 excluding VAT, or £323,412 including VAT. Additional licences may be purchased, with a price review before any extension. A standstill period ends on 18 August 2026.

This award demonstrates demand for an established enterprise service desk platform supporting multiple corporate and technology functions, rather than a standalone helpdesk deployment. Suppliers competing for comparable work with NHS Resolution would need a mature SaaS product, reliable ongoing support and the capacity to maintain business-critical service operations without disrupting embedded workflows, integrations, reporting, data structures or support arrangements. Credibility would also depend on handling licence changes and operational growth, supporting complex business and technology transformation, and working alongside enterprise case-management and business applications. Experience of stabilising newly implemented systems, managing migration or replacement transitions, and maintaining continuity while longer-term arrangements are developed would be relevant when this requirement is next tested competitively.

## Notice

Provision of Zendesk SaaS and ongoing support.

### Procurement Information

NHS Resolution intends to directly award a contract for the continued provision of its existing service desk platform. The current service desk platform supports critical operational services across NHS Resolution's Digital, Data and Technology, Business Intelligence and Human Resources functions and is embedded within established operational processes, workflows, reporting arrangements and support services. NHS Resolution is currently completing a significant programme of business and technology transformation, including the implementation and stabilisation of a new enterprise case management system and associated business applications. The existing service desk platform forms an integral component of the support arrangements for these systems and associated business processes. NHS Resolution has concluded that, due to technical reasons, only the incumbent supplier can provide the existing service required. The current platform is embedded within NHS Resolution's operating environment and supports established workflows, configurations, data structures and operational processes. Whilst alternative service desk products are available within the wider market, their adoption would require NHS Resolution to undertake the procurement, implementation and migration of a replacement platform, including data migration, workflow redesign, configuration, systems integration, testing, user training and associated business change activities. NHS Resolution considers that such solutions do not represent reasonable alternatives to the continued provision of the existing service in the current circumstances. The proposed contract will be awarded for an initial period of 12 months, with an option to extend for a further 12 months if required. The duration has been selected to provide sufficient time for NHS Resolution to complete the stabilisation of its recently implemented systems, undertake a review of future service requirements, conduct a competitive procurement process and implement any replacement solution. The arrangement is therefore intended as a temporary measure to maintain continuity of a critical operational service whilst longer-term arrangements are established. NHS Resolution therefore considers that the circumstances for direct award are met and that the proposed contract represents a proportionate and time-limited arrangement pending future competition

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/075455-2026 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Aug 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 7 Aug 2026 |
| Contract period | 20 Aug 2026 - 19 Aug 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £269,510 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS Resolution |
| Locality | LONDON |
| Postcode area | East London |
| Postcode | E14 4PU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Canary Wharf |
| Westminster constituency | Poplar and Limehouse |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Zendesk, Inc. |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 7 Aug 2026 at 16:41 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/075455-2026
- 7 Aug 2026 at 16:33 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/075448-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/075455-2026
  7th August 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/075448-2026
  7th August 2026 - Transparency notice on Find a Tender

## Notice URLs

- http://www.zendesk.com/
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-h6vhtk-06df78. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06df78.json.