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Should I use SysAid?

ITSM Software With Agentic AI That Gets IT Done - sysaid.com

Depends. Buy if you run a mid-size or enterprise IT help desk needing ITSM plus asset management and have admin capacity. Avoid if you are a small team wanting a simple ticket queue or transparent pricing.

Confidence

Medium. Based on ~50 public sources; several review snippets were truncated.

Ratings

  • Value for money
  • Ease of use
  • Feature depth
  • Support qualityNo reliable evidence either way.
  • Security posture

Pricing

Custom quote

~$89/user/mo cited on Capterra; quotes dominate

ModelNot disclosed
Monthly feesNot disclosed
HardwareNot disclosed

Best for

  • Mid-size and enterprise IT help desks
  • Teams consolidating ITSM and ITAM
  • Orgs with dedicated IT admins
  • ITIL-process-driven service desks

Not for

  • Small teams that need a simple ticket queue
  • Startups without budget for ITSM admin overhead
  • Orgs that can't tolerate vendor-exploitation risk
  • Buyers demanding transparent published pricing

Gotchas - check before you buy

high

On-prem 2023 path-traversal zero-day (CVE-2023-47246) was exploited for ransomware.

high

2025 pre-auth RCE chain (CVE-2025-2775/2776/2777) exploited in the wild; CISA alerted.

medium

Custom pricing means opaque quotes; expect negotiation and per-user cost surprises.

medium

On-prem deployments carry patch burden; older versions stay vulnerable.

Pros and cons

Pros

  • Broad suite: ticketing, ITAM, automation, AI in one platform
  • Embedded Workato-powered integration platform
  • PeopleCert-accredited ITIL tool
  • Gartner Peer Insights rating of 4.0/5
  • AI Copilot with published security overview

Cons

  • Pricing is custom-quote only; no public tiers
  • 2023 zero-day exploited to deploy ransomware
  • 2025 pre-auth RCE chain exploited in the wild
  • Some sysadmins strongly negative about the product
  • Users cite UI and support when seeking alternatives

Sources & method

Analyzed 10/04/2026 - 14 sources - Repeat exploitation target: actively exploited zero-days in 2023 and 2025; on-prem riskier than cloud.

official x4review x6security x4
  • CVE-2023-47246 — path traversal zero-day, Exploited by Lace Tempest to deploy Cl0p ransomware; CISA and NHS issued alerts.
  • CVE-2025-2775/2776/2777 — pre-auth RCE chain and XXE, Actively exploited on-prem chain disclosed May 2025; CISA alerted in July 2025.

Key stats

  • Value for money: 2/5

    Rating

  • ~$89/user/mo cited on Capterra; quotes dominate

    Starting price

  • 14

    Sources

  • Analyzed

  • Value for money: 2/5. Custom quotes, no public pricing.
  • Ease of use: 2/5. UI drives users toward alternatives (Invgate).
  • Feature depth: 4/5. Huge ITSM, ITAM, AI feature set.
  • Support quality. No reliable evidence either way.
  • Security posture: 1/5. Two exploited zero-day episodes, CISA alerts.
  • 4.0/5 Gartner Peer Insights 2026 review
  • ~$89/user/mo Starting price Capterra; custom quotes dominate
  • 2 Exploited zero-days 2023 ransomware; 2025 CISA alert
  • 159 Glassdoor reviews employee reviews

Pricing

Custom quote

~$89/user/mo cited on Capterra; quotes dominate

  • Feature set gated by edition
  • No publicly listed tiers

Security

Repeat exploitation target: actively exploited zero-days in 2023 and 2025; on-prem riskier than cloud.

  • CVE-2023-47246 — path traversal zero-dayExploited by Lace Tempest to deploy Cl0p ransomware; CISA and NHS issued alerts.⁷
  • CVE-2025-2775/2776/2777 — pre-auth RCE chain and XXEActively exploited on-prem chain disclosed May 2025; CISA alerted in July 2025.⁸

What users say

Reviews split between praise for feature breadth and sharp complaints on usability, pricing opacity, and security incidents.

“I f'n hate Sysaid.”
Reddit, r/sysadmin
“sysaid pricing is custom”
Reddit, r/sysadmin

Companies that use it

  • LG Electronics14
  • Guardian News & Media
  • ORIOR
  • Sintec Consulting
  • Simbec-Orion
Full analysis

Based on ~50 public sources; several review snippets were truncated.

Deep enterprise ITSM, but custom pricing and two exploited zero-days — fits big IT teams, overkill for small ones.

Methodology

Based on ~50 public sources; several review snippets were truncated.

Sources

  1. SysAid Reviews & Ratings — Gartner Peer Insightsgartner.com
    review
  2. How much does Sysaid cost? — Reddit r/sysadminreddit.com
    review
  3. Recommended Ticket Systems for Non-MSP — Reddit r/sysadminreddit.com
    review
  4. SysAid Pricing 2026 — Capterracapterra.com
    review
  5. SysAid Review: ITSM, Assets, Automation, and Jira Fitjiraalternatives.com
    review
  6. SysAid Alternatives: UI, Support, Customization — Invgateblog.invgate.com
    review
  7. SysAid Zero-Day Exploited By Lace Tempest — Rapid7rapid7.com
    security
  8. SysAid On-Premise Pre-Auth RCE Chain — Watchtowr Labslabs.watchtowr.com
    security
  9. CISA Alerts on Active Exploitation of SysAid Vulnerabilitiesop-c.net
    security
  10. SysAid On-Prem versions <= 23.3.40 advisory — GitHubgithub.com
    security
  11. SysAid PeopleCert ITIL Tool Accreditationatv.peoplecert.org
    official
  12. SysAid Integrations Powered by Workatodocumentation.sysaid.com
    official
  13. SysAid Customerssysaid.com
    official
  14. LG Electronics Case Study — SysAidslideshare.net
    official

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