The broker help desk that knows the client.
SupportIQ is TradeCore's support desk for FX/CFD brokers. Every ticket opens on the client's record — verification state, balance, deposits, open positions — with an SLA clock that stops while you are waiting on the client.
100+ brokerages run on TradeCore, including MultiBank Group, AvaTrade, IC Markets, FP Markets and Trade Nation.
The client, on the ticket
What makes SupportIQ different from a help desk?
A standalone help desk knows a name and an email address. SupportIQ opens every ticket on the client’s record.BrokerIQ is TradeCore's modular CRM and back-office product line for FX/CFD brokers. SupportIQ runs natively on the BrokerIQ CRM core, or standalone on your existing CRM with two-way sync.
SupportIQ
A support desk with the account already open
CRM core
SupportIQ opens each ticket on the client's record, so verification state, balance, deposits and open positions are already on screen.
The client record in the BrokerIQ CRMAutomations & AI
20 triggers · 7 actions
Support events are automation triggers and support operations are automation actions, so an SLA warning can escalate itself without code.
Automation triggers and actionsCompliance
A ticket about a rejected document opens beside the verification decision that rejected it.
Verification decisions in CompliancePayments
A “where is my withdrawal” ticket is answered from the client's own payment record, not a guess.
Deposits and withdrawals in PaymentsWhat does an agent see when a ticket arrives?
The question and the account, together. SupportIQ opens each ticket on the client’s record in the BrokerIQ CRM, so an agent answering a withdrawal question is already looking at the verification decision, the balance and the last deposit.
The client, on the ticket
- Make a task
- Run a macro
- Saved reply
- Ask AI
- Pause SLA
Opens on the client
Every SupportIQ ticket carries a client as its subject, so the agent reads the question and the account together — not a ticket in one tab and a CRM in another.
- Verification state
- Balance
- Deposits
- Open positions
Written once
Each ticket gets a broker-wide reference like TKT‑1041, allocated under a row lock. Replies are insert-only, so a correction posts rather than overwrites, and every change is on the ticket's audit log.
- Sequential reference
- Insert-only replies
- Audit log
- CSV export
Private stays private
SupportIQ filters internal notes out of every client-facing response in the serialiser itself. Clients see one support identity per brand, and agents see who else is viewing the ticket.
- Notes never reach the client
- One identity per brand
- Who else is viewing
Tickets join the desk's one queue. SupportIQ tickets waiting on an agent — by name or by team — sit in the BrokerIQ CRM’s unified work queue beside tasks, documents, withdrawals and deposits, ordered by the SLA deadline still winnable.
How do clients reach support in TradeCore?
Four ways — the brand’s client portal, inbound email, an agent, and an automation rule. All four produce the same SupportIQ ticket, on the same client record, under the same clock.
The client portal
Clients open, answer, resolve and reopen tickets in the brand's own portal, and raise them from the broker's Mobile App.
- 10 new tickets per client a day, by default
- Replies never capped
Inbound email
Mail to the brand's support address becomes a ticket, threaded on its mail headers, with a redelivered message de-duplicated.
- A reply reopens a closed ticket
- Unknown senders still land
An agent
An agent opens a ticket on a client's behalf — the phone call that needs a record, the problem spotted before the client noticed.
- On the client's record
An automation rule
Any of the platform's 200+ event triggers can open a ticket: a failed verification, a held deposit, a breached SLA.
- No code
All four land in one queue
Same reference, same client record, same SLA clock
Portal access is yours to restrict.Inbound email is never gated.
A client whose account state cannot open a portal ticket can still email support, and SupportIQ creates the ticket — an inbound complaint is never dropped.
Clients raise tickets from the app too. TradeCore’s Mobile App — white-label iOS and Android under the broker’s own brand — lets clients raise support tickets next to deposits, withdrawals and verification.
How does SLA tracking work in SupportIQ?
Targets are set per priority per brand and counted in the support team’s own business hours, so a four-hour target means Monday afternoon rather than Saturday night. The clock stops while you are waiting on the client, and the stopped time stays on the ticket.
Target set from the ticket’s priority and the brand’s own SLA table — counted in the support team’s business hours.
Agent replies. First response met; the resolution window keeps running.
Ticket moves to pending user. The clock stops, and the stopped time is kept on the ticket rather than thrown away.
Client replies. The clock resumes where it stopped — not from now.
Warning threshold crossed. SupportIQ raises it as an automation trigger, and the broker’s rule escalates to a manager.
Your team's hours
Each priority maps to a first-response and a resolution target, per brand, counted against the support team's own business calendar and holidays.
- Per priority
- Per brand
- Business calendar
- Holidays
- 24/7 where no calendar is set
Stops for the client
Pending-user stops the SupportIQ clock and keeps the stopped time on the ticket. A reopened ticket restarts its SLA from the reopening and carries its reopen count.
- Stopped time kept
- Resumes where it stopped
- Reopen count on the ticket
Warns, then triggers
A scan every five minutes raises a warning at the share of the window you set, then a breach — each once per ticket, and each an automation trigger.
- 5-minute scan
- Your warning threshold
- Escalate by rule
- Auto-close after 7 days, by default
The regulator sets the floor. Where a brand is licensed, its regime’s internal dispute-resolution deadline floors the SupportIQ first-response target for complaint categories — a compliance officer can set a tighter target than the regulator’s, never a looser one.
How are tickets routed to agents?
Assignment rules run in the order you put them in and the first match wins. A team assignment then resolves to someone who is actually there — active, on shift, off leave and under their own open-ticket cap.
Step 1 — rules, in your order
The first match wins
A SupportIQ assignment rule reads the ticket and the client together, so routing on the client’s country is as easy as routing on the ticket’s category.
Step 2 — the team resolves to a person
Active, on shift, off leave, under their cap
If every member of the team is at capacity, the SupportIQ ticket stays on the team queue rather than being forced on someone.
Four ways to assign
A SupportIQ assignment rule sends a ticket round-robin through a team, to its least-loaded member, to a named person, or to the team queue. Categories carry their own default priority, assignee and team.
- Round-robin
- Least-loaded
- A named person
- Team queue
- Category defaults
Macros, one click
A SupportIQ macro applies its actions in the order you wrote them, and a ticket only offers the macros that apply to it.
- Set the status
- Set the priority
- Set the category
- Assign to a person
- Assign to a team
- Add a tag
- Remove a tag
- Insert a saved reply
Saved replies, by team
Saved replies can be scoped to teams, so the payments desk never scrolls past onboarding's, and each counts its own usage. Closing can require a resolution type from your own list.
- Scoped per team
- Usage counted
- Resolution types on close
- Search across subject and body
Routing reads the rota. A SupportIQ team assignment only reaches an agent who is active, on shift and not on leave — read from the same schedules and leave records the BrokerIQ CRM keeps for the whole desk.
How does AI help agents answer tickets?
SupportIQ suggests a category, a priority with a one-line reason, and a first-pass reply — each with a confidence score. In the SupportIQ queue an agent accepts or discards every one, and which they did is written to the ticket.
SupportIQ records every AI suggestion on the ticket as generated, used or dismissed, with the model and the round-trip time, so a broker can see how much of the desk their model carries.
The best match from the broker's own category list.
A level, with a one-sentence reason the agent reads before agreeing.
A first-pass answer for the agent to edit or throw away.
Recorded on the ticket
SupportIQ writes both outcomes to the ticket with the model and the round-trip time, so a broker can see how much of the desk their model is actually carrying — and stop paying for one their agents keep overruling.
Off until you switch it on
SupportIQ AI is off by default, per brand. The desk runs complete without it — tickets, routing and surveys all work with AI switched off.
- Per brand
- Off by default
Your key, your bill
The broker supplies their own endpoint, key and model, stored encrypted. TradeCore never proxies, marks up or invoices AI usage.
- Any OpenAI-compatible provider
- Encrypted key
- No markup
Only the public conversation
Only the subject, the client's message and the public reply history reach the model. Internal notes are excluded by construction, and no prompt or response is kept beyond the record.
- Internal notes never sent
- No prompt retained
The same key runs your journeys. AI Branch and AI Email in Automations & AI use the brand’s own AI provider too — choose the model per block, or use the brand default.
How does TradeCore measure support quality?
CSAT on the ticket, NPS on the client — both asked by an automation action, both answered in the client’s portal, and both answers are themselves triggers.
Asked in the portal
Asking for CSAT is a SupportIQ automation action. The client answers a request waiting in their portal, not a link mailed into the void.
The score is a trigger
A submitted CSAT or NPS score fires an automation trigger the moment it lands.
Recovery starts
A one- or two-star score can enrol the client in a recovery journey while the ticket is still warm.
CSAT on the ticket
Asked after a ticket resolves and scored 1 to 5, with an optional comment. SupportIQ snapshots the agent who owned the ticket at resolution, so reporting survives a reassignment.
- 1 to 5
- Optional comment
- Owner snapshotted
NPS on the client
A relationship score from 0 to 10, bucketed promoter, passive or detractor. A rule won't re-ask the same client within 30 days by default; an agent asking directly bypasses the cooldown.
- 0 to 10
- Promoter · passive · detractor
- 30-day cooldown
Scorecards for managers
SupportIQ reports CSAT by agent and NPS by sales manager, behind their own permission, for the managers who review the desk.
- CSAT by agent
- NPS by sales manager
- Permission-gated
Recovery journeys, ready-made. Asking for CSAT or NPS is one of SupportIQ’s 7 automation actions, and one of the 11 ready-made journeys in Automations & AI already asks.
A support desk on every plan
TradeCore's free plan runs the SupportIQ desk with unlimited tickets — tickets are never counted, on any plan. TradeCore's Core plan adds the tools that run the desk for you: SLA targets, assignment rules, saved replies and agent scorecards.
TradeCore's free plan
€0The whole desk, unlimited tickets
- Unlimited ticketsEvery ticket opened on the client's record, from the portal, email, an agent or a rule.
- Macros and ticket categoriesOne-click macros and a two-level category tree with a default priority and team.
- AI suggestions on your own keyCategory, priority and a first-pass reply, each with a confidence score.
- CSAT and NPSSurveys your automation rules send and the client answers in the portal.
- 2 back-office seatsUp to 5 seats through the free plan's shop.
Core
€2,500 a month, flatThe desk runs itself
- SLA targetsFirst-response and resolution targets per priority and brand, counted in your support team's business hours.
- Assignment rulesThe first match wins, then an agent who is on shift, off leave and under their cap.
- Saved repliesReplies scoped to each team, with usage counted.
- Agent scorecardsCSAT by agent and NPS by sales manager, for managers with the permission.
- 10 back-office seatsEach further seat €59 a month.
The support dashboard comes with Reporting. Your support team’s reports and widgets, with average first-response and resolution times, come with the Reporting & statistics add-on — €300 a month on Core.
What’s inside SupportIQ
Every part of SupportIQ, by area — the ticket, the clock, routing, agent tools, AI, satisfaction, the client side and the platform.
The ticket
A ticket that is a client record, with a reference, a history and an audit log.
- A client as the ticket's subject, with their record attached
- Sequential broker-wide reference (TKT‑1041), allocated under a row lock
- Status machine: new → pending support ⇄ pending user → resolved → closed
- Reopen from resolved or closed; reopen count kept on the ticket
- Threaded replies, insert-only — corrections post, never overwrite
- Internal notes filtered out of client-facing responses by the serialiser
- One support identity per brand shown to the client
- Tags and a free-form field for the broker's own extensions
- Attachments on the platform's document storage, with its encryption
- Who else is viewing this ticket right now
- Full audit log on the ticket; CSV export on any list
TradeCore SupportIQ — The ticket
A ticket that is a client record, with a reference, a history and an audit log.
- A client as the ticket's subject, with their record attached
- Sequential broker-wide reference (TKT‑1041), allocated under a row lock
- Status machine: new → pending support ⇄ pending user → resolved → closed
- Reopen from resolved or closed; reopen count kept on the ticket
- Threaded replies, insert-only — corrections post, never overwrite
- Internal notes filtered out of client-facing responses by the serialiser
- One support identity per brand shown to the client
- Tags and a free-form field for the broker's own extensions
- Attachments on the platform's document storage, with its encryption
- Who else is viewing this ticket right now
- Full audit log on the ticket; CSV export on any list
TradeCore SupportIQ — The clock
SLA targets per priority and brand, counted in your team's hours, paused for the client.
- First-response and resolution targets per priority, per brand
- Counted against the support team's business calendar and holidays
- Around-the-clock counting where no calendar is configured
- Pause and resume, with total stopped time kept on the ticket
- SLA scan every five minutes; warning at a broker-set share remaining
- Warning and breach raised once per ticket
- Warning, breach, pause and resume all available as automation triggers
- Auto-close of resolved tickets after a broker-set number of days (7 by default, 0 to disable)
- Reopen recomputes the SLA from the moment of reopening
- For licensed brands, the regime's dispute-resolution deadline floors the complaint first-response target
TradeCore SupportIQ — Routing
Rules in your order, resolved to an agent who is actually there.
- Assignment rules in the broker's order; first match wins
- Round-robin, least-loaded, a specific person, or a team queue
- Conditions across ticket fields and client fields, including country
- Two-level category hierarchy with default priority, assignee and team
- Category-specific extra fields shown in the client portal
- Resolution to an agent who is active, on shift and not on leave
- Per-agent open-ticket cap, with the team queue as the fallback
TradeCore SupportIQ — Agent tools
Macros, saved replies, close reasons and search, one click from the ticket.
- Macros: ordered bundles of the eight actions, run in one click
- Set status, set priority, set category, assign to a person, assign to a team, add tag, remove tag, insert a saved reply
- Conditional macros — the ticket offers only what applies to it
- Saved replies scoped to teams, each counting its own usage
- Broker-defined resolution types, required on close where the broker wants them
- Search across subject and body; filter, sort and export on any list
- Turn a ticket into a task, carrying its client across
- Pause or resume the SLA from the ticket
TradeCore SupportIQ — AI
Three suggestions on the broker's own key, each decided by an agent and recorded.
- Category suggestion with a confidence score
- Priority suggestion with a confidence score and a one-line reason
- First-pass reply draft with a confidence score
- Off by default, per brand
- The broker's own endpoint, key and model — any OpenAI-compatible provider
- Key stored encrypted; never returned through the API
- Only subject, client message and public replies sent — never internal notes
- Generated, used and dismissed each recorded with model and latency
- No prompt or response retained beyond that record
TradeCore SupportIQ — Satisfaction
CSAT per ticket and NPS per client, asked and answered inside the platform.
- CSAT per ticket, 1–5, with an optional comment
- NPS per client, 0–10, bucketed promoter / passive / detractor
- Both delivered as a request the client answers in their portal
- Both askable from any automation trigger
- Both submissions are triggers themselves — score-based recovery journeys
- Assignee snapshotted at resolution so agent reporting survives reassignment
- NPS cooldown, 30 days by default; operator asks bypass it
- Scorecards: CSAT by agent and NPS by sales manager, behind their own permission
TradeCore SupportIQ — Client-facing
What the client sees: the brand's portal, their own tickets, and email that always lands.
- Open, read and answer tickets in the brand's own portal
- Raise tickets from the broker's Mobile App
- Portal access set per client state, with per-client overrides
- Clients can mark their own ticket resolved, and reopen it
- Portal ticket creation capped per client per day; replies never capped
- Inbound email accepted regardless of portal access
- Email threading on mail headers, with de-duplication of redelivered mail
- A reply to a closed thread reopens the ticket
- Unmatched senders still become tickets, for the broker's rules to handle
TradeCore SupportIQ — In the platform
Where SupportIQ plugs into automation, the work queue and permissions.
- 20 support events in the automation trigger catalogue
- 7 support actions: open a ticket, run a macro, assign to the next agent, pause SLA, resume SLA, request CSAT, request NPS
- Tickets waiting on an operator — by name or by team — appear in the CRM's unified work queue
- Queue order follows the SLA deadline still winnable, and steps aside while the SLA is paused
- Support permissions granted broker-wide, covering every brand an operator works
- Runs natively on the BrokerIQ CRM core, or standalone on the CRM you already run with two-way sync
How does SupportIQ compare to a standalone help desk?
Unlike standalone help desks and legacy broker CRM support, SupportIQ opens every ticket on the client's trading and verification record and counts its SLA in your team's business hours — with AI on your own key.
| Capability | BrokerIQTradeCore | Standalone help desks | Legacy broker CRM support |
|---|---|---|---|
Client context on the ticket | The ticket's subject is the client record — verification state, balance, deposits and open positions are already on screen | No brokerage data; the agent opens the CRM in another tab | Client name and email, no trading or verification context |
SLA counted in business hours | Targets counted against the support team's own calendar and holidays, around the clock where no calendar is set | Business-hours SLA, usually on a paid tier | Elapsed time only, if tracked at all |
SLA pause that keeps the time | The clock stops while you wait on the client and keeps the stopped time on the ticket, so it resumes where it stopped | Pause supported; stopped time not always retained | No pause — the clock runs while the client is thinking |
SLA warning and breach as automation triggers | Both are platform triggers: escalate, reassign or raise priority with a rule, alongside 20 support events in one catalogue | Built-in escalation rules, scoped to the helpdesk | Email alert to a manager, if configured |
Capacity-aware routing | Resolves to an agent who is active, on shift, not on leave and under their open-ticket cap — otherwise the ticket waits on the team queue | Round-robin and load balancing; shift and leave data rarely present | Manual assignment or a single owner per category |
AI on the broker's own account | The broker's endpoint, key and model. TradeCore never proxies, marks up or invoices AI usage, and retains no prompt or response | Vendor-metered AI add-on, priced per resolution or per seat | No AI |
Every AI decision recorded | Generated, used or dismissed written to the ticket with the model and the round-trip time; internal notes never sent to the model | Usage counted for billing; per-ticket accept/dismiss rarely exposed | Not applicable |
Satisfaction wired into automation | CSAT per ticket and NPS per client are asked by any trigger and their answers start journeys — a two-star score can open a recovery flow | CSAT surveys with reporting; NPS usually a separate tool | No survey capability |
Inbound complaints never dropped | Portal access can be restricted per client state, but inbound email is never gated — a restricted client can still raise a ticket | No account-tier gating to reconcile | Support reachable only by whoever has the inbox open |
One platform, or bring your own CRM | Runs natively on the BrokerIQ CRM core, or standalone on the CRM you already run with two-way sync | Standalone by definition; integration is the broker's project | Locked to that vendor's CRM |
Competitor columns describe categories of product, not named vendors.
Questions about SupportIQ
What heads of support ask before they move the desk to TradeCore.
A broker support platform manages client tickets, service levels and agent workflow for an FX or CFD brokerage. SupportIQ is TradeCore's, and its ticket's subject is the client record, so verification state, balance, deposits and open positions are on screen while the agent answers. It adds SLA targets counted in the support team's business hours, capacity-aware assignment, macros and saved replies, AI suggestions on the broker's own key, and CSAT and NPS surveys.
Clients open tickets in the brand's own client portal, raise them from the broker's Mobile App, or email the brand's support address. An agent can open a ticket on a client's behalf, and an automation rule can open one on any of 200+ events. Inbound email is never gated by account state, so every complaint reaches the desk.
Not in the SupportIQ queue: an agent accepts or discards every suggestion, and which they did is recorded on the ticket with the model and the round-trip time. AI Email in Automations & AI is different — it sends inside journeys your team built and switched on, from your brief and inside your approved template.
The SupportIQ desk with unlimited tickets, macros, ticket categories, AI suggestions on your own key, and CSAT and NPS surveys — with 2 back-office seats, and up to 5 through the free plan's shop. TradeCore's Core plan, €2,500 a month flat, adds SLA targets, assignment rules, saved replies and agent scorecards. The support dashboard comes with the Reporting & statistics add-on, €300 a month on Core.
Yes. SupportIQ runs natively on the BrokerIQ CRM core, or standalone against the CRM your brokerage already runs, syncing both ways over APIs and webhooks. Salesforce, HubSpot and Pipedrive integrations are live, Zapier covers the long tail, and in-house CRMs are supported. Only the native deployment shares one data layer with the rest of the platform.
Still have questions?
Contact our teamRun SupportIQ for free
TradeCore's free plan switches on the BrokerIQ CRM core and every module, with unlimited clients, no time limit and no card to sign up. Your environment is ready as soon as you finish signup.
What TradeCore's free plan includes · TradeCore plans and add-on prices