Service desk

Relay — the service desk

Relay is the service desk for requests across the platforms. It is not the system that decides who may sign in.

For your technology team. Relay is the internal service desk for IT, operations, and access requests across Trudi platforms. It gives requests a structured intake without replacing any banking system of record.

What it does

  • Takes in a service request and tracks it until it is done.
  • Times the work against the hours the desk is open.
  • Routes a change request or an access request for approval.
  • Keeps a knowledge base staff can search before they open a ticket.
  • Records how the requester rated the answer.
  • Can take a request from email or from Microsoft Teams.
  • Does not decide who may sign in. That stays with Aegis.

Who uses it

IT, operations, and the teams that raise internal requests across the platforms.

Detail for your technology team

  • Request intake and ticket tracking, with service-level (SLA) calendars
  • Approvals for change and access requests
  • A knowledge base and satisfaction feedback
  • Connections to Teams, email, and engineering tools

How it connects

Relay CONNECTS TO Aegis Access tickets can hand off into identity workflows; Relay does not keep the official identity record Atlas Checks which Relay modules are switched on, where that is controlled Trudi platforms Service requests for operations work across Trudi platforms (not customer banking channels)
Connections named on this page, with the platform marks. The diagram does not show balances or a live screen.
  • AegisAccess tickets can hand off into identity workflows; Relay does not keep the official identity record
  • AtlasChecks which Relay modules are switched on, where that is controlled
  • Trudi platformsService requests for operations work across Trudi platforms (not customer banking channels)

What it is not

A customer banking channel; the core ledger; the institution’s official document store.