Zendesk suite renewal - brand specific

The State of California is issuing a Request for Bid (RFB) for the renewal of Zendesk Suite software licensing on a brand-specific basis. This procurement seeks to renew the cloud-based customer service and engagement platform that provides ticketing, knowledge management, and related customer support functionalities across designated state agency applications. The scope includes platform access, user licensing based on per-agent or per-user models, integration capabilities, and comprehensive customer support services with defined service level agreements. Key deliverables encompass continued Zendesk Suite functionality with maintained system availability requirements, data security and compliance obligations, and support response times meeting the state's operational standards. Required vendor qualifications include demonstrated ability to provide software-as-a-service delivery, technical implementation expertise, and capacity to support the state's customer service infrastructure. The evaluation criteria emphasize vendor qualifications, pricing competitiveness, and ability to meet service delivery requirements within California's operational framework. The procurement was posted on May 6, 2026, with a bid submission deadline of May 26, 2026.

This procurement includes a Certified Business Enterprise (CBE) certification requirement, with completion and submission of the CBE Form serving as a mandatory prerequisite for bid consideration. The procurement represents an incumbent renewal with Zendesk, indicating continuation of an existing service relationship and potential cost considerations for maintaining service continuity with the current platform provider. The contract requires integration with the state agency's existing technology infrastructure and maintains previously established service levels and support agreements. Pricing for the renewal is anticipated to follow Zendesk's standard commercial offerings based on user licensing models, support tiers, and feature packages, with specific budget allocations sourced through the procuring California state agency's operational budget. No specific award value or budget range is detailed in the procurement documentation, though costs will be determined through the competitive bidding evaluation process and agency budget constraints.