at Financial Technnology Year
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Appian Wealth Management from Appian
Case management, client onboarding, complaint handling, regulatory compliance tracking, document management, workflow automation, and integration with core brokerage platforms.
Product analysis by function
Help Desk Software for Client Services
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software
More Client Services ...
Ticket Management
(0 Yes /0 Known /13 Possible features)
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Ticket Creation System allows staff or clients to open new support tickets. |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
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Ticket Categorization Tickets can be categorized by issue type or department. |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
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Custom Ticket Fields Support for custom data fields in tickets. |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
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Client Communication
(0 Yes /0 Known /10 Possible features)
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Email Integration Two-way ticket communication via email. |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
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SMS Notifications Notification and response support via SMS. |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
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Multi-language Support Supports communication with clients in multiple languages. |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
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Integration & API
(0 Yes /0 Known /9 Possible features)
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CRM Integration Direct integration with customer relationship management systems. |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
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Webhooks Support for outbound event notification via webhooks. |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
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Automation & Workflow
(0 Yes /0 Known /10 Possible features)
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
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Custom Workflows Ability to define custom workflows for different ticket types. |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
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Scheduled Actions System performs time-based updates or notifications. |
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Approval Workflows Supports ticket or action approval chains for compliance. |
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Follow-up Reminders Automated reminders for agents/client responses. |
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Workload Balancing Automatically distributes tickets for workload balancing. |
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Reporting & Analytics
(0 Yes /0 Known /10 Possible features)
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
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Custom Report Builder Ability to build custom reports based on ticket data. |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
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Scheduled Reporting Automated generation and distribution of regular reports. |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
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Time to First Response Tracks average duration to initial agent response. |
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Time to Resolution Measures average time taken to resolve tickets. |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
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Security & Compliance
(0 Yes /0 Known /10 Possible features)
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
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Audit Logging Comprehensive logs of all system access and actions. |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
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Two-Factor Authentication Supports 2FA for platform access. |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
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Session Timeout Control Automatic logout after periods of inactivity. |
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Data Masking Sensitive client info is masked in UI and exports. |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
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User Interface & Usability
(0 Yes /0 Known /10 Possible features)
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
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Low Latency UI Interface responds quickly to user input. |
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Dark Mode Alternative color scheme for strain reduction. |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
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Global Search Instant search across tickets, clients, and knowledge base. |
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Easy Navigation Intuitive and minimal-step navigation flows. |
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Notification Center Centralized alert and reminder system for all events. |
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Knowledge Base & Self Service
(0 Yes /0 Known /8 Possible features)
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
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Article Feedback Users can rate or comment on articles for quality assessment. |
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Version Control for Articles Maintains version history of knowledge base entries. |
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Multilingual Knowledge Base Articles available in multiple client languages. |
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Customization & Branding
(0 Yes /0 Known /7 Possible features)
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
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Custom Domain Support Portal can be hosted on a custom URL. |
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Custom Email Templates Customize notification content/style for branding and compliance. |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
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Localization Customize platform to reflect regional settings (language, date/time). |
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Deployment, Reliability & Scalability
(0 Yes /0 Known /10 Possible features)
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
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Uptime Guarantee Minimum platform uptime in SLA. |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
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Backup Frequency How often data is automatically backed up. |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
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Support & Vendor Service
(0 Yes /0 Known /9 Possible features)
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24/7 Vendor Support Round-the-clock support from the vendor. |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
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Implementation Support Guided/setup implementation assistance for onboarding. |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
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Migration Assistance Help moving tickets and data from legacy systems. |
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Custom Development Options Ability to contract for custom feature additions. |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
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