Ticket Management System

The Florida Department of Legal Affairs, Office of the Attorney General, is seeking to procure a new Ticket Management System to replace its current internally developed help desk ticketing application housed within HCL Notes. The system supports multiple business units such as Human Resources, IT, Finance, Purchasing, and others, facilitating the submission, assignment, and closure of help desk tickets. The new solution must be user-friendly, capable of managing and assigning requests to respective staff members efficiently, and scalable to accommodate up to approximately 1,400 potential users depending on whether users are defined by help desk staff or ticket submitters. Key functional requirements include robust ticket tracking, user management, automated notifications, and comprehensive reporting capabilities. The procurement is structured as a Request for Quote (RFQ) with a response deadline of April 25, 2026, although mandatory demonstrations for selected vendors are required following initial submission by May 23, 2025. Vendors were provided clarifications through a Q&A addendum focusing on security adherence aligned with NIST 800-53 standards, licensing models, system integration expectations, deployment preferences, authentication protocols, and reporting features essential for compliance and operational needs. The contract aims to ensure a modern, secure, and efficient ticket management tool that aligns with the departmental workflow across multiple units, thereby enhancing support services for internal users statewide in Florida. For inquiries, interested parties can contact Amy Marshall at the OAG.