Cherwell Service Management vs ServiceNow Customer Service Management

Dynamics 365

Zendesk Suite

Freshdesk

RingEX

ServiceNow

RedBeam

Compare Cherwell Service Management and ServiceNow Customer Service Management based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to  automate & manage numerous IT enterprise services. ServiceNow can be used for cloud & virtualization lifecycle management, change orchestration, infrastructure discovery & IT governance.

RedBeam’s fixed asset tracking software is designed to save you time and money. Streamline audits, ensure compliance, and improve asset visibility in your organization with our powerful solutions. 


Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes, SIAM & MSI functionality, and more

Activity Dashboard

Alerts/Escalation

Alerts/Notifications

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Automated Routing

Availability Management

Budgeting/Forecasting

Change Management

Chat/Messaging

Client Portal

Collaboration Tools

Compliance Tracking

Configurable Workflow

Configuration Management

Contract/License Management

Cost Tracking

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Dashboard

Dashboard Creation

Data Import/Export

Data Visualization

Drag & Drop

Email Management

Feedback Management

Incident Management

Inventory Management

IT Asset Management

Knowledge Base Management

Knowledge Management

Maintenance Management

Milestone Tracking

Monitoring

Performance Metrics

Portfolio Management

Problem Management

Procurement Management

Project Management

Project Planning

Real-Time Updates

Release Management

Reporting & Statistics

Reporting/Analytics

Requirements Management

Requisition Management

Resource Management

Search

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Status Tracking

Supplier Management

Support Ticket Management

Support Ticket Tracking

Task Management

Third-Party Integrations

Time & Expense Tracking

Widgets

Workflow Management

WYSIWYG Editor

Cherwell Service Management

Android

Linux

Web-based

Windows

iPad

iPhone

Developer

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

Data Center Operations Manager

Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.

Service Desk Manager

This software is user friendly and easy to customize. This is a quality application that does much more than incident management.

Sr. Forecasting Analyst

I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support.

IT Client Services Technician

Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy.

Systems Analyst

This is the WORST helpdesk/itsm product on the market.

Student Technology Assistant

I like this program has a customizable interface that shows our team a consistent track of our progress.

Application Support Tier 2

Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease.

Sr Change Configuration Analyst

The ease of use is what I like most about the tool.

Enterprise Service Delivery Manager

Cherwell is a great product that allows for a minimal amount of coding with a huge return on investment.

It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.

Assistant Directore, IT Support Services

Distributed administration, multiple integrated service catalogs, mergable Apps, great Customer Service.

IT Tech Support Specialist

It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization.

Director of IT Support

The overall experience has been good, the product is excellent, but you need to invest  additional money for the implementation.

Director of Operations & Data Management

Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on.

Sr. User Support Specialist

Can be difficult to work around the "codeless" design for those with coding backgrounds.

Cherwell is a solid technical support software suit.

Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary.

Cherwell Service Management screenshot: Cherwell allows users to create multiple dashboards for different roles

Cherwell Service Management screenshot: Incidents, problems, and changes can all be managed through Cherwell

Cherwell Service Management screenshot: Cherwell can also automate management of SLAs

Cherwell Service Management screenshot: Workflows can be automated for various processes in Cherwell

Cherwell Service Management screenshot: Cherwell is also accessible through mobile apps for Android and iOS

Cherwell Service Management screenshot: Users can view a list of all tasks in Cherwell

Cherwell Service Management screenshot: Incident details can be viewed and updated through Cherwell's mobile apps

Cherwell Service Management screenshot: Cherwell also allows users to approve or deny change requests through the apps

Cherwell Service Management screenshot: Customer satisfaction can be recorded through Cherwell

Cherwell Service Management screenshot: Cherwell reports on other metrics, including incident volumes, scheduled changes, and more

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Designed to give you a flexible, mobile, and powerful cloud phone system. Experience HD-quality web, audio, and video, along with one-click functionality and webinar capabilities with RingCentral Video. Promote collaboration with team messaging, unlimited SMS, and more.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service experience. With CSM, companies can streamline their processes, automate their workflows, and provide self-service options for customers to engage on their channel of choice.

Access Controls/Permissions

Agent Interface

AI Copilot

AI/Machine Learning

Application Management

Business Process Automation

Call Center Management

Call List Management

Call Monitoring

Call Reporting

Call Routing

Call Tracking

Call Transfer

Caller ID

Campaign Management

Chatbot

Commenting/Notes

Communication Management

Computer Telephony Integration

Contact Database

Contact Management

Content Management

Customer Database

Customer Experience Management

Customer History

Customer Portal

Data Connectors

Data Management

Engagement Tracking

Event Triggered Actions

Full Text Search

Help Desk Management

Interaction Tracking

Interactive Content

Issue Auditing

Issue Management

Key Performance Indicators

Live Chat

Machine Learning

ML Algorithm Library

Mobile App

Model Training

Multi-Channel Communication

Multi-Language

Natural Language Processing

No-Code

On-Demand Communications

Order Fulfillment

Order Tracking

Performance Management

Personalization

Predictive Analytics

Prioritization

Process/Workflow Automation

Project Workflow

Purchase Order Management

Quality Management

Queue Management

Real-Time Analytics

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Role-Based Permissions

Rules-Based Workflow

ServiceNow Customer Service Management

Cherwell Service Management vs ServiceNow Customer Service Management Comparison (2026)

Cherwell Service Management vs ServiceNow Customer Service Management Comparison (2026)

Cherwell Service Management

ServiceNow Customer Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives