Investment firms handle a constant stream of client requests every day. These include account questions, trade orders, portfolio performance, tax documents, and strategy discussions, all of which need quick and accurate responses. When requests are scattered across emails, spreadsheets, and inboxes, things can get missed, and clients notice.
That’s why many firms use Zendesk for investment firm client support.
At Gravity CX, we created a ready-to-use Zendesk Implementation Template, for investment firms, brokerages, and wealth managers. This template helps teams manage client communication clearly, without having to start from scratch or spend months setting up workflows.
What is Zendesk used for in investment firms?
Zendesk is commonly used by financial services teams to manage:
- Client service requests
- Account and portfolio questions
- Trade order requests
- Advisor consultations
- Compliance-related communication
Instead of jumping between systems, Zendesk gives firms one place to manage client support, track requests, and keep records for reporting and audits.
Our Zendesk implementation for financial services is designed around how investment firms actually work.
What’s included in the Zendesk template for investment firms?
Pre-built ticket forms for client service teams
Each type of request has its own form, so teams receive the right information from the start.
Investment questions
Used for general investment inquiries, fields include:
- Client account number
- Asset type or area of interest
Account updates
For changes to contact details or beneficiaries, fields include:
- Client details
- Update type
Client communications
For statements, reports, and market updates, fields include:
- Account number
- Document or report type
Trade orders
For placing or modifying trades, fields include:
- Security symbol
- Order type
- Quantity
Advisor consultations
For financial advice or planning sessions, fields include:
- Account number
- Request summary
Account balances and performance
For portfolio value and performance questions
Tax reporting
For tax documents and year-based requests, fields include:
- Tax year
- Document type
Investment strategy and risk
For portfolio reviews and risk discussions
Retirement planning
For pension and long-term planning questions
Fees and charges
For questions about management fees or transaction costs
How Zendesk workflows support investment teams
Each ticket form links to set workflows. Requests go directly to advisors, operations, or support teams depending on the type of request.
This helps firms:
- Respond faster
- Reduce handovers
- Keep a clear audit trail
If your team handles a high volume of requests, our article on Zendesk workflows financial services explains how this setup can improve response times without needing more staff.
One place for all client communication
Zendesk links every interaction to the client’s record. This means:
- Full request history
- Clear ownership
- Easy follow-ups
This is important for building client trust and meeting compliance requirements.
Built to scale as your firm grows
When firms add more advisors, products, or client segments, Zendesk can grow with them.
You can:
- Add new request types
- Create queues for different client tiers
- Introduce self-service later if needed
Our Zendesk managed services for financial firms page explains how teams continue improving their setup over time.
A practical, cost-aware way to use Zendesk
This template skips unnecessary custom work and focuses on what investment firms really need.
That means:
- Faster setup
- Lower implementation costs
- Faster value from Zendesk
Who this Zendesk template is for
This setup works well for:
- Investment firms
- Brokerage houses
- Wealth management companies
- Financial advisors
- Firms offering portfolio and trading services
Getting started with Zendesk for investment firms
If your client requests are scattered across different tools and inboxes, Zendesk gives your team a single system to manage everything efficiently.
You can explore the setup on our Zendesk implementation templates page or review the rollout process in How Zendesk works for financial services teams.
Zendesk can’t replace good advice, but with the right setup, it makes client service easier to manage, measure, and scale.
