SysAid vs Znuny
SysAid
sysaid.com
Znuny
znuny.comSide by side
| Figure | SysAid | Znuny |
|---|---|---|
| Price from | $89/mo | $374.92/mo |
| Free plan | — | Yes |
| Free trial | Yes | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 2 | 11 |
| Spec score · IT Problem Management Software | 8.7 (#10) | 8.5 (#14) |
| Spec score · IT Knowledge Base Software | 8.6 (#19) | 8.5 (#27) |
| Spec score · IT Service Management - Enterprise Software | 8.7 (#7) | 8.5 (#10) |
| Spec score · IT Service Management - Midmarket Software | 8.7 (#8) | 8.5 (#12) |
| Spec score · IT Incident Management Software | 8.6 (#13) | 8.5 (#16) |
| Spec score · IT Help Desk Software | 8.6 (#21) | 8.5 (#26) |
| Spec score · ITSM Software | 8.7 (#9) | 8.5 (#12) |
| Deployment | SysAid offers Cloud and On-Premises delivery, and its FAQ says the Cloud edition includes some features unavailable on-premises. | The software can run on an organization’s own server or on a cloud provider, with optional Znuny hosting. |
| Headquarters | Airport City, Israel | Berlin, Germany |
| Integrations | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. | The product page cites CRM systems, catalogues and databases as third-party systems that can be integrated. |
| Knowledge and self service | A searchable knowledge base and self-service portal let users find answers, submit requests and track tickets. | The product includes FAQ or knowledge-management functions and a customer self-service interface. |
| Licence | The cloud terms prohibit reverse engineering, copying, sublicensing, redistribution and creation of derivative works, indicating proprietary commercial software rather than open source. | The public repository states that Znuny is distributed under the GNU General Public License version 3. |
| Rating on Gartner Peer Insights | 4.5 out of 5 from 828 reviews | 4.3 out of 5 from 0 reviews shown on the opened page; the page also displays favorable and critical review summaries. |
| Security certifications | SysAid states that it holds independently audited SOC 2 Type II, ISO/IEC 27001 and ISO/IEC 27017 certifications. | Znuny says it has held SOC 2 certification since 2024 and ISO/IEC 27001:2022 certification since January 2025, and follows GDPR requirements. |
| Support | Both plans list 24/6 support; the page gives Professional and Enterprise P1 response times of 3 hours and 1 hour, respectively. | Paid support covers configuration, installation, updates, troubleshooting, performance tuning, backup, and recovery, with service-level agreements and guaranteed response times. |
| System requirements | Cloud access supports the latest two versions of Chrome, Firefox, Safari and Edge; mobile support is iOS 15.1+ and Android 7.0+. | The current repository lists Linux, Perl 5.16 or newer, Apache 2 with mod_perl2, and MySQL 8, MariaDB 10.3, PostgreSQL 12 or Oracle 19c databases. |
| What it does | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. | Znuny is a web-based ticketing and IT service-management platform for customer service, help desks and enterprise service management. |
Plans
Znuny
- Free open-source ZnunyFree
- ZnunyFree
- Silver Hosting$799 a month
- Gold Hosting$1,419 a month
- Platinum Hosting$3,169 a month
- Silver support$4,499 a year
- Silver Support$4,499 a year
- Gold support$9,999 a year
- Gold Support$9,999 a year
- Platinum support$28,999 a year
In their own words
SysAid
SysAid is an IT service management platform for handling incidents, requests, changes, and problems. It also covers IT asset management, including discovery, inventory, and monitoring, alongside a knowledge base, approval workflows, SLA management, and an employee portal. Plans include Copilot chatbots for end users and agents, AI automations, and prebuilt AI agents. SysAid Connect provides Workato integrations with more than 1,000 business applications, plug-in add-ons, and API access. Named AI connections include Azure AD, Intune, SharePoint, O365, Slack, and Salesforce. The platform lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. Cloud and On-Premises delivery are available, although some features are Cloud-only. Mobile apps for iOS and Android support incident and request work. Professional costs $89 a month, billed at $89 agent/month, with 100K Workato credits and 250 managed assets. Enterprise pricing is custom and starts at 20 agents.
Znuny
Znuny is an open-source ticket and service management platform for help desks, IT service management, customer support, and other service operations. It runs on a customer's own server or can be hosted by Znuny, with Linux, web, and API access. Requests can arrive through a self-service portal, email, phone with CTI, REST or SOAP web services, and monitoring tools. Its automation toolkit can route and classify tickets, manage states, send notifications, and handle escalations. Knowledge management and self-service tools help customers find answers themselves. Teams can adapt the platform using more than 2,000 configuration options, dynamic fields, modular architecture, and source code access. Security controls include roles and access rights, identity integration, password policies, encrypted email, SSL data transfer, two-factor authentication, and ownership controls. Znuny lists SOC 2 certification since 2024, ISO/IEC 27001:2022 certification since January 2025, and GDPR compliance. The software is free; paid support plans have annual prices and specify request allowances and response times. Listed releases include Znuny 7.3.7 and Znuny LTS 6.5.25, dated 2026-09-16.