Hi, following is our specification for website. Please let me know what your best offer, completion time is and send me some relevant experience sample.

Thanks,
Raj


Website will be developing from a Template.
Website Logo and some modification may need on the Template.
Customer Account:
Customer Account Login with the personal and Business information. Also the billing and payment information based on the HelpDesk ticket support hours used.
Access to all Knowledge base documents in website (website document repository)
Customers should be able to make the payment for invoice using credit card.

Technician Account:
Support Technician Account Login with the personal and technical skills and payment info. List of Helpdesk service provided and payment received for the list of Helpdesk ticket and the support hours worked.

Admin account:
Administrator Account Login with the personal and Business information.
Rights to create, modify, delete new customer/technicians
Assign the customer tickets to technicians
Technicians support ticket work hours approval
After completion of the assigned Helpdesk Ticket – Web based Reports of customer Support Tickets and Performance for Administrator.

 Web based Reports of customer Support Tickets and Performance for Administrator.

Web based Expense Report: Any Technicians or admin can create an Expense report, after submission the Expense report should be approved by the reporting manager of that user.

Live Help Desk support Ticket - Live Help desk, your customers can submit helpdesk tickets on website and via email with the customer account. After Helpdesk ticket is created by the web users it should arrived to an administrator account then the admin should be able to assign the ticket to a specific Technician. All ticket information should be emailed as progress happens. After completion of the assigned Helpdesk Ticket the Technician should be able to put the hours on the Helpdesk ticket. Once the hours of work done on the ticket is entered, that information should be able to update the Customer account and the Tchnician’s hours.
Live chat - Through the Live chat component, customer should be able to connect to available live agent.
Live Knowledgebase -  Live Knowledgebase component allows you to provide your customers with useful information so that they can solve their own problems. Filling your knoweledgbase with useful information will allow your customers to proactively find answers to their own problems.
Get instant customer feedback - Within the  live Help Desk, customers can rate support staff responses, fill out surveys launched in the live chat and rate the knowledge base articles. 

Email campaign: mass emailing to market the special promotions.




Preferred program: PHP, mysql (we are open for suggestion)

Project Time line: 15 days

Support: 2 weeks after live as needed.