Case management, client onboarding, complaint handling, regulatory compliance tracking, document management, workflow automation, and integration with core brokerage platforms.
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. |
Case management and complaint handling indicate the ability for 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. |
Workflow automation and case management suggest ticket assignment to agents or teams. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Case management typically includes prioritization features as part of complaint and issue handling. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization inferred from document management and case handling in onboarding and compliance. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Tracking complaints and compliance implies tracking ticket status. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
No information available | |
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Custom Ticket Fields Support for custom data fields in tickets. |
No information available | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
No information available | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
No information available | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Workflow automation and integration with core platforms implies rules-based or AI-driven routing. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Document management and case handling suggest support for files attached to tickets. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
No information available | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
No information available |
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Email Integration Two-way ticket communication via email. |
Appian's platform supports system integrations, which generally includes email communication. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
No information available | |
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SMS Notifications Notification and response support via SMS. |
No information available | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
No information available | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
No information available | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Workflow automation enables automated replies for onboarding and support. | |
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Multi-language Support Supports communication with clients in multiple languages. |
No information available | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Client onboarding and complaint handling modules imply a client-accessible portal. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Regulatory compliance tracking often includes feedback collection for compliance/audit purposes. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
No information available |
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CRM Integration Direct integration with customer relationship management systems. |
Integration with core brokerage platforms and CRM integrations are listed as product capabilities. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
Brokerage platform integration is explicitly referenced in product notes. | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Integration capabilities on Appian's platform are generally exposed via API. | |
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Webhooks Support for outbound event notification via webhooks. |
Event-driven workflow automation typically uses webhooks. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge management is part of document management and case tracking features. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Appian supports enterprise SSO integrations, including Active Directory. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
No information available | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
No information available | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
No information available |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated assignment is implied through workflow automation capabilities. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Workflows are customized for client onboarding and complaint handling. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
No information available | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Rule-based escalations are assumed to be present in a workflow automation suite. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
SLA/compliance tracking implies support for SLA enforcement automation. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
No information available | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled/time-based actions are part of workflow automation engines. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval coming from regulatory and compliance workflows is supported. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
No information available | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing is common in automated workflow and assignment engines. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
No information available | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom reporting and dashboards are highlighted as a feature for regulatory tracking. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Data export is available in Appian platform solutions as standard. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled and automated reporting available for compliance and management. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
No information available | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT tracking often part of complaint/feedback and regulatory modules. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend and analytics dashboards are supported through reporting modules. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Banking/wealth product requirements and regulatory compliance require strong end-to-end encryption. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role and user permissions are standard in Appian enterprise deployments. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Audit logging is included for compliance modules/records. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Regulatory compliance tracking with GDPR/CCPA compliance is expected. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention and archiving are standard for regulated industries. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication supported by Appian for secure access. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
Often required for wealth management due to compliance and security. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout and security controls are standard for enterprise deployments. | |
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Data Masking Sensitive client info is masked in UI and exports. |
No information available | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response tools are required for regulatory/wealth management offerings. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Modern enterprise platforms from Appian are designed responsively. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
No information available | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk case/document actions are supported in Appian's case management. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
No information available | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
No information available | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
No information available | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search functions for cases and documents are standard in Appian. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
UI is known for workflow simplicity and streamlined navigation. | |
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Notification Center Centralized alert and reminder system for all events. |
No information available |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Document management and self-service modules imply built-in knowledge bases. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
No information available | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Onboarding, complaint handling, and client dashboards ensure self-service portals. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
No information available | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
No information available | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
No information available | |
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Version Control for Articles Maintains version history of knowledge base entries. |
No information available | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
No information available |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Appian allows branding and customization for portals, including logos and colors. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
White-label and custom domain portals are supported per industry requirements. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
No information available | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields supported for regulatory and business-specific use cases. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-label functionality is present for client-facing portal solutions. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Customizable workflows are core to Appian's business process management. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization and region-specific configuration are available for global clients. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Appian is offered as a cloud/SaaS enterprise service. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
Appian can be deployed on-premise for regulated financial institutions. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
System redundancy is standard for regulated financial solutions. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Disaster recovery is expected for regulated deployments (banking/wealth use cases). | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Horizontal scaling supported as enterprise/multi-tenant SaaS. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Appian offers mobile application support for users and clients. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
No information available |
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24/7 Vendor Support Round-the-clock support from the vendor. |
Enterprise support contracts include 24/7 vendor support options. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Account management is provided for large institutional clients. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Appian provides extensive implementation support and professional services. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training (including sessions and materials) is available for enterprise clients. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration and onboarding support is marketed for digital transformation use cases. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development through Appian professional services and partners. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Product documentation and knowledge base are standard for Appian deployments. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
No information available | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Vendor provides SLAs for cloud and support contracts. |
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