I'm from Nigeria and i consult for a few medium to large companies out here in Lagos. I developed and implemented a helpdesk for a client six years ago called SERVEX and now they need an upgrade. So in my research i came across OTRS and i like its features.
What i need is varied but the following captures most of it:
-Installation on a server on-site
-Integration to Active Directory.
-Dynamic form fields for different queues. For example, while trying to send a new ticket, if a customer selects a category called "Human Resources" the form fields to be filled should be different from that of "Quality Control" or "Information Technology".
-A better, cleaner and good looking skin for customer portal and agent portal.
-A customised survey Customer/Staff Satisfaction Survey Tool that can be sent to customers and staff for their input.
i. Give access to only identified respondents per Department per their respective surveys;
ii. Collate responses with the capability of ensuring that the identity of the respondent is unknown to the data miner
iii. Ability to generate the following reports:
a. Sum and percentage of respondents per question per department;
b. Sum and percentage of respondents per department;
c. Sum and percentage of respondents per rating option (i.e. Very Satisfied, Satisfied etc.);
d. Sum of customers surveyed;
e. Sum and percentage of actual respondents compared to the expected respondents; and
f. Sum and percentage of respondents per rating option per measure category (i.e. Timeliness, Support and Work Quality);
- An interface for future integration with a call center (maybe Asterisk)
Most of these can be done remotely that is paying you for your services while you send me the software updates and instructions for me to implement locally. Alternatively, if you need to send a professional to Nigeria the client will also defray the cost of travel and accommodation.
What i need is the cost breakdown for achieving the above. The client needs to see it asap.