TradeCore SupportIQ is a broker support platform that gives FX/CFD brokerages a complete client communication toolkit — ticketing with SLA pause/resume, AI reply and category suggestions, an 8-action macro engine, multi-channel notifications, and a branded self-service help desk — every ticket opens alongside the client's KYC, balance, and positions.
Can't withdraw to bank account
Marcus R. • via Portal
Your withdrawal is pending approval. Processing typically takes 1-2 business days after verification...
Your support team manages tickets, AI suggestions, and client communications from the same screen they use for client management — no tab-switching, no context loss.
Can't withdraw to bank
Marcus R.
I submitted a withdrawal request 3 days ago but the funds haven't arrived. My account shows the withdrawal as pending. Can you check?
Checked WD-8834 — PSP payout was sent yesterday. SEPA typically 1-2 days. No action needed, just inform client.
Your withdrawal #WD-8834 is currently in the Authorized stage and awaiting PSP processing. Bank transfers via SEPA typically take 1-2 business days after authorization.
TradeCore's broker support platform consolidates client tickets, notifications, and agent workflows into one CRM — so support teams stop losing clients to fragmented tools and manual email queues.
The old way
Support emails buried in shared inboxes — no SLA tracking, no category routing, no audit trail
Agents toggle between Zendesk, the CRM, and the trading platform to see client context
Every reply typed from scratch — no AI starter, no per-category macros
Clients email support for every question — no self-service, no portal
Follow-ups rely on someone remembering — no automation from KYC or deposit events
With TradeCore
TradeCore ticketing with SLA pause/resume, priority routing, internal notes, and saved views
Every ticket opens alongside the client's KYC status, balance, deposits, and open positions
AI reply and category suggestions on every ticket; 8-action / 8-condition macros for bulk work
Self-service help desk branded into your client portal — available across every user state
Tasks fire automatically from automation rules; Focus Mode keeps call teams on the queue
Impact
Every support ticket without client context is a slower resolution and a worse experience. TradeCore SupportIQ puts the full client profile — KYC, balance, trades, deposits — directly inside every ticket.
Unlike standalone help desks like Zendesk or Freshdesk, TradeCore's broker support platform is built into the broker CRM — every ticket opens alongside the client's KYC status, balance, deposits, and open positions, so agents never tab-switch to respond.
TradeCore tickets support categories, priorities, attachments, and threaded conversations — with internal notes separated from client-facing replies. Saved views, filters, and export are available on every list.
TradeCore generates an AI-suggested reply and predicts the category for every ticket. Every response goes out through a human — agents review, edit, and send from the same quick-actions panel that creates tasks and runs macros.
8 action types — assign, change priority, change status, add tag, remove tag, send email, add internal note, trigger automation sequence — combined with 8 condition fields. Run macros manually or on schedule across matching tickets.
Configurable per brand — enable or disable the help desk independently for each brand. Available across all user states including Full, Limited, Demo, Pending, and in-review KYC — so prospects can open tickets before onboarding completes.
WhatsApp runs a full template approval workflow (Draft → Pending → Approved/Rejected) plus a 5-step broadcast wizard. Language routing via trigger rules selects the right template for each client's profile language.
TradeCore tasks use configurable OutcomeTypes that mark completion and fire automatically from automation rules — a failed KYC or delayed deposit creates the follow-up without manual queueing. Tasks assign to individual BO users or entire teams.
Impact
Every capability runs inside the same CRM as trading operations and payment processing — one platform for support and brokerage operations.
From channel setup to resolved tickets — your support team manages it all from the CRM.
Turn on the client-portal help desk per brand, create ticket categories for routing, and set SLA targets per priority level (Critical, High, Normal, Low). Configure email, SMS, Telegram, and WhatsApp templates — language routing picks the right one for each client's profile language.
Tickets flow in from the client portal, back-office, and API. TradeCore's AI suggests a reply and predicts the category. Agents review, edit, and send. Macros apply bulk changes (assign, priority, status, tags, sequence triggers) across tickets matching 8 condition fields. SLA pause/resume keeps the clock honest when you're waiting on the client.
Focus Mode gives call-team agents a single-record, full-screen view — KYC status, account balance, last deposit/withdrawal, open positions, and notes on one screen. Click Next to advance through the queue. Tasks fire automatically from automation rules so follow-ups never fall through the cracks.
Impact
Most brokerages go live with SupportIQ within days. No developer involvement, no separate help desk tool — your support team configures SLAs, macros, and channel templates directly from the CRM. See pricing plans.
TradeCore's broker support platform delivers client notifications across five channels with event-driven rules, template-based routing, and per-channel language selection — wired into the same marketing campaign engine your growth team uses.
Template-based, language-routed via trigger rules
SMS
Automation-driven SendSMS action on any event
Telegram
Templates CRUD; freeform or template messages
Template approval workflow + 5-step broadcast wizard
In-App
Notification center in the branded client portal
Impact
All channels are event-driven — configure rules that determine which events trigger which notifications on which channels. Critical alerts auto-escalate if unread. Channel rules integrate with the automation engine for lifecycle-driven notifications.
TradeCore's broker support platform serves 100+ brokerages with AI-powered ticketing, multi-channel notifications, and SLA management — priced alongside every other module in TradeCore's transparent tiers.
AI
reply suggestions
LLM-generated per ticket, reviewed by an agent
8×8
macro engine
8 action types, 8 condition fields per macro
5
client channels
Email, SMS, Telegram, WhatsApp, in-app
Any
language
Translatable help desk for global brokerages
These capabilities reflect TradeCore SupportIQ across 100+ live brokerages. Every ticket, macro, and SLA timer runs from the same CRM that handles KYC onboarding and client management, so support agents always have full client context.
TradeCore's broker support platform beats standalone help desks and generic CRMs on broker-specific workflows — client trading data visible in every ticket, AI suggestions scoped to the client's KYC and positions, and a 5-channel notification layer out of the box.
| Feature | TradeCore | Standalone Help Desk | Generic CRM |
|---|---|---|---|
| CRM integration | Built into broker CRM — tickets see full client context | Standalone tool, no CRM data | ~CRM without broker-specific context |
| Trading data in tickets | Live positions, balance, and trade history visible in every ticket | No trading data access | No trading platform integration |
| AI assistance | AI reply drafts and category suggestions scoped to client's KYC and positions | ~Generic AI, no broker context | No AI features |
| Notification channels | 5 channels — email, SMS, Telegram, WhatsApp, in-app push | ~Email and chat widget | ~Email and basic notifications |
| Self-service portal | Help desk embedded in branded client portal with article search | Standalone knowledge base | No self-service portal |
| SLA management | Pause/resume SLA timers per priority with escalation rules | SLA tracking with basic escalation | ~Basic SLA without pause/resume |
| Macro engine | 8 actions × 8 conditions — auto-assign, tag, notify, escalate in one rule | ~Basic macros, limited conditions | No macro engine |
| Focus Mode | Queue-based ticket assignment for call teams — one ticket at a time | No focus mode concept | No focus mode concept |
CRM integration
Trading data in tickets
AI assistance
Notification channels
Self-service portal
SLA management
Macro engine
Focus Mode
Unlike standalone help desk tools, TradeCore SupportIQ is built into the broker CRM — so your support team sees the client's full profile, trading history, KYC status, and deposit activity alongside every ticket. No tab-switching, no context loss.
No separate help desk tool. Support agents see the client's 360-degree profile — verification status, trading accounts, deposit history, and open positions — directly in the ticket view. Every team works from the same data.
See client management →TradeCore's AI analyzes each ticket and generates both a suggested reply and a predicted category. Support agents review, edit, and send — the AI never replies on its own. The same quick-actions panel creates a task from the ticket or runs a macro in one click.
TradeCore configures response-time targets per priority level (Critical, High, Normal, Low). Pause the SLA timer when the ticket is waiting on the client, resume when it's active again — the clock stays honest.
See trading operations →Clients create and track their own tickets from the branded portal. Configurable per brand — enable for some brands, disable for others. Available across every user state including Full, Limited, Demo, Pending, and in-review KYC.
TradeCore reaches clients across email, SMS, Telegram, WhatsApp, and the in-app notification center. WhatsApp runs a full template approval workflow plus a 5-step broadcast wizard — language routing picks the right template per client.
See automation engine →Every ticket reply, internal note, assignment change, priority change, macro run, and outcome is logged in the activity timeline. Data is never deleted — TradeCore keeps a permanent audit trail for every client interaction.
See KYC onboarding →Ticketing, AI suggestions, multi-channel notifications, and a branded self-service help desk — all inside the CRM. See TradeCore pricing or explore how support connects to 200+ integrations.
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