Helpdesk RFP Template

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%