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Multichannel ticketing, automated workflows, SLA management, client portal, knowledge base, team collaboration, analytics, and integration with CRM and financial software.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
Zoho Desk allows clients and staff to open new support tickets via client portal and multiple channels. | |
Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Zoho Desk supports ticket assignment both manually and via automation rules. | |
Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket prioritization is supported via automation and workflow rules. | |
Ticket Categorization Tickets can be categorized by issue type or department. |
Zoho Desk enables categorization of tickets by issue type or department. | |
Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Ticket status tracking (open/in progress/resolved/closed) standard in Zoho Desk. | |
Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk ticket editing is supported in Zoho Desk via list views and bulk actions. | |
Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are supported as per product documentation. | |
Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Merge and split tickets functionality is available in Zoho Desk. | |
Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates for common issues are supported. | |
Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated routing available via automation rules and AI capabilities. | |
Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support (files, screenshots) is included. | |
Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Ticket update notifications via email and portal are available. | |
Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Ticket activity log/audit trail maintained for each ticket. |
Email Integration Two-way ticket communication via email. |
Two-way email integration is a core feature of Zoho Desk. | |
Chat Integration Real-time client-agent chat within the platform or via website integration. |
Chat integration available through Zoho Desk and Zoho SalesIQ. | |
SMS Notifications Notification and response support via SMS. |
SMS notifications enabled via third-party integrations. | |
Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call interactions are logged using Zoho Telephony integrations. | |
Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Supports communication over social channels (Facebook, Twitter, etc.). | |
Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses and follow-ups configurable as per workflow rules. | |
Multi-language Support Supports communication with clients in multiple languages. |
Zoho Desk supports multi-language communication. | |
Client Portal Web-based portal where clients can submit and track their own tickets. |
Client portal available for customers to submit and track tickets. | |
Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback collection supported via CSAT and custom surveys. | |
Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLA communication to clients is available; notifications on SLA deadlines. |
CRM Integration Direct integration with customer relationship management systems. |
Direct integration with Zoho CRM and other CRM systems. | |
Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
API Access Availability of documented REST or SOAP APIs for custom integrations. |
Zoho Desk provides REST APIs for custom integration. | |
Webhooks Support for outbound event notification via webhooks. |
Webhooks supported for outbound event notifications. | |
Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base integration is native for Zoho Desk. | |
Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single Sign-On (SSO) supported with SAML, Active Directory, and other options. | |
Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar integration available (e.g., with Google/Outlook). | |
Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Reporting tool integration possible with Zoho Analytics and others. | |
Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Third-party chatbot integration available via APIs or marketplace. |
Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment configurable via workflow automation. | |
Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows can be created for different ticket types/issues. | |
Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template actions supported via blueprints and macros. | |
Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules available to escalate based on conditions/time. | |
Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement is a core feature for financial services. | |
Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate ticket detection is built-in based on similar subject/email. | |
Scheduled Actions System performs time-based updates or notifications. |
Scheduled/time-based actions available with automation rules. | |
Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows configurable with custom processes. | |
Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders through SLAs and workflow automations. | |
Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing handled by automatic assignment algorithms. |
Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards provided for key support metrics. | |
Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder available in analytics and reporting modules. | |
Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export capabilities (CSV, Excel, PDF) for reports and ticket data. | |
Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled reporting and automated distribution are configurable. | |
Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance metrics included in analytics dashboard. | |
Time to First Response Tracks average duration to initial agent response. |
No information available | |
Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT tracking and feedback forms included for customer satisfaction. | |
SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis features available in reporting and analytics section. |
End-to-End Encryption All data in-transit and at-rest is encrypted. |
Zoho Desk supports end-to-end encryption for data in transit and at rest. | |
Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-Based Access Control available via profile and permission management. | |
Audit Logging Comprehensive logs of all system access and actions. |
Audit logging with trace of all actions provided in Zoho Desk. | |
GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Zoho states compliance tools for GDPR/CCPA with data privacy controls. | |
Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention policies configurable for ticket data management. | |
Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication supported for agents and admins. | |
IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting can be configured for access (refer to admin/security docs). | |
Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout control, with autologout after inactivity, is configurable. | |
Data Masking Sensitive client info is masked in UI and exports. |
Data masking for sensitive data available as part of compliance features. | |
Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response tools provided for monitoring/reporting breaches. |
Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive design for mobile, tablet, and desktop supported. | |
Customizable Dashboards Users can personalize their workspace layout and modules. |
Dashboards are customizable by users. | |
Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions available in ticket list views. | |
Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts for common actions are available. | |
Low Latency UI Interface responds quickly to user input. |
No information available | |
Dark Mode Alternative color scheme for strain reduction. |
Dark mode available as a UI setting. | |
Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessibility features (WCAG) standards referenced in doc. | |
Global Search Instant search across tickets, clients, and knowledge base. |
Global search supported across tickets, clients, and KB articles. | |
Easy Navigation Intuitive and minimal-step navigation flows. |
Easy and intuitive navigation flows designed for user experience. | |
Notification Center Centralized alert and reminder system for all events. |
Notification center alerts available for agents/clients. |
Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base included with platform. | |
AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered article suggestions for agents and clients. | |
Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal for clients to find solutions/submit tickets. | |
Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums available via Zoho Discussions or integrations. | |
Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics tracked in knowledge base module. | |
Article Feedback Users can rate or comment on articles for quality assessment. |
Article feedback (rate/comment) available for KB items. | |
Version Control for Articles Maintains version history of knowledge base entries. |
Version control for articles supported within KB. | |
Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base; supports multiple client languages. |
Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom branding (logo, colors) supported throughout portal. | |
Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain support available for help desk portal. | |
Custom Email Templates Customize notification content/style for branding and compliance. |
Custom email templates supported for notification and branding. | |
Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields for business-specific tracking included. | |
White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-label capabilities supported for client-facing portals. | |
Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows for brokerage-specific process supported. | |
Localization Customize platform to reflect regional settings (language, date/time). |
Localization for language, date, region supported. |
Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud/SaaS deployment is primary offer for Zoho Desk. | |
On-premise Deployment Option to deploy within client-controlled infrastructure. |
No information available | |
Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundancy/failover across multiple data centers mentioned in security documentation. | |
Backup Frequency How often data is automatically backed up. |
No information available | |
Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Documented and tested disaster recovery plans available (see Zoho Security Portal). | |
Horizontal Scalability Ability to scale performance with additional users or tickets. |
Scales horizontally for additional users/tickets (cloud native architecture). | |
Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Zoho Desk mobile app available for iOS and Android. | |
Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows can be configured; customers are notified of upgrades. |
24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support offered on enterprise support packages. | |
Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers assigned for enterprise customers. | |
Implementation Support Guided/setup implementation assistance for onboarding. |
Onboarding and implementation support included. | |
Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and sessions available live or recorded. | |
Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance to move from legacy systems is offered. | |
Custom Development Options Ability to contract for custom feature additions. |
Custom development options available by arrangement. | |
Knowledge Base / Help Center Comprehensive documentation and support articles. |
Comprehensive knowledge base/help center available. | |
Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums available via Zoho community. | |
Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs defined for downtime, response, and resolution per Zoho Desk enterprise agreements. |
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