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We want to use hesk (hesk.com) as our customer support interface but with some customizations:
1 - Customer will be asked to insert his customer number before he can open the hesk interface and open tickets. Only valid Customer numbers will be accepted and a method to update the list of valid CNs must be provided.
2 - A custom field named "Company" or "Customer" already exist and in the staff/admin main page this field must be visible in the list of tickets, there must be an option to group the tickets by company.
3 - There must be a report by "Company" showing the open, replies, replies(staff) and closed tickets, and obviously a total.
The website is hosted in our internal LAN for now so remote acces will be needed or the freelancer will have to advise me of a better way to handle this.
Design is not a concern here, the freelancer should follow the standard look and feel of hesk
After this first customizations the system will be tested here with real customers and then we will get their feedback and plan more customizations, the freelancer which perform this first customization will be the preferred one to perform that new and probably bigger improvements.