Specifications include, but are not limited to: This project's objective is to provide the PEL Application and Enrollment Support Team an application with the ability to manage the support requests in a help desk type environment, while ensuring a low barrier process for families and providers to initiate requests. The team will need to be able to track the metrics for these emails, including request types and status, and be able to respond to voice calls as well. Our known requirements are listed below: Email Capabilities: • Must be Gmail compatible • Email Conversion • Sends emails • Nice to Have (N2H): ▪ Must be able to track follow up emails ▪ Ability to email attached files from ticket ▪ Use saved email templates list (attached to the app, but displayed in the outgoing email to the customer; canned responses) Phone Capabilities: • Nice To Have (N2H): ▪ Cisco Compatible ▪ Incoming Phone Calls can become tickets ▪ Outgoing phone calls from the application ▪ Must be able to accept/receive incoming phone calls