Great ticketing system for the banking industry
June 02, 2022

Great ticketing system for the banking industry

Carlos Polanco | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

We use SysAid to manage end-users and administrators for multiple departments inside the bank, we solve IT inquiries and incidents and make escalations accordingly. We also use the self-service for windows so end users can unlock and manage passwords by themselves, at the moment we are using SysAid for more than IT solutions, like the legal dept, operations, managing all the PC of the business, and attending clients with their credit card with the workflow this application gives us.
  • Ease of use.
  • Workflow
  • Reports
  • Self service plugin on windows.
  • Intuitive dashboard.
  • Process to upload data on the knowledge database.
  • The chat.
  • Some reports are difficult to edit.
  • Quicker solutions to recurring incidents.
  • Improve assistance clients with banking issues.
  • Cost saving using SysAid instead of other solutions.
The automation of SysAid we use in the bank is mainly for reports from multiples departments, and for self-service windows credentials, we have a good experience with this service, right now, we are struggling with the enrollment of all the users for he self-service of windows credentials, which can reduce our work load on IT deparment.
I wasn't in this institution when SysAid was implemented, so basically, I am just a SysAid administrator. With that being said, all the updates we have to make on a regular basis are easy to deploy and many changes we have to do to adapt the software to our office needs are really easy to do. We don't have to use support from SysAid that often.

Do you think SysAid delivers good value for the price?


Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?


Microsoft 365, Toad for Oracle, Notepad++
Making reports for other departments, automating said reports to be made on a weekly and monthly basis, keeping track of the PC and laptops of the bank, making a good workflow between technicians, keeping track of incidents, making notes, and looking at the history of specific tickets are managed.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management