Template
Helpdesk RFP Template
Request-for-Proposal template to evaluate helpdesk software vendors for Indian SMEs.
Project Overview
This Request for Proposal (RFP) is issued by [Company Name] to evaluate and select a helpdesk software solution. The selected vendor will provide a cloud-based or on-premise ticketing system with asset management capabilities, designed for [number] users across [number] locations in India.
Must-Have Features
- Ticketing System: Email-to-ticket conversion, priority-based routing, SLA timer, and custom status workflows.
- Asset Registry: Permanent asset cards with assignment history, warranty tracking, and document attachment.
- Inventory Management: Stock tracking with HSN codes, GSTIN vendor records, and INR pricing.
- Knowledge Base: Internal and external article publishing with search and categorization.
- Reporting: SLA compliance, ticket volume trends, asset utilisation, and exportable CSV/PDF reports.
- Role-Based Access: Admin, agent, and end-user roles with granular permissions.
Security Requirements
- Data encryption at rest and in transit (TLS 1.2+).
- Row-level security — each workspace completely isolated.
- Audit log of all user actions with timestamps and IP addresses.
- Data export capability — full workspace export in standard formats.
- GDPR and DPDP (Digital Personal Data Protection) compliance readiness.
India-Specific Requirements
- INR pricing with GST invoicing.
- GSTIN and PAN fields on vendor records.
- Support for Indian date/number formats.
- Data residency in India (preferred) or Singapore.
- UPI / Razorpay payment gateway integration.
Vendor Evaluation Criteria
| Criteria | Weight |
|---|---|
| Feature completeness against requirements | 35% |
| Pricing and total cost of ownership (3-year view) | 25% |
| Security and compliance posture | 20% |
| Customer support quality and local presence | 10% |
| Reference checks and existing Indian customer base | 10% |
Put this into practice with workro desk.