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Zendesk Suite vs Cherwell Service Management Comparison (2026)
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Good recommendations?
Zendesk Suite
4.4
(4K)5
2.2K
4
1.3K
3
318
2
65
1
53
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Cherwell Service Management
4.3
(166)5
88
4
54
3
16
2
7
1
1
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Zendesk's fully customizable service solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.
Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes, SIAM & MSI functionality, and more
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.4
4K
5
4
3
2
1
2.2K
1.3K
318
65
53
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this app4.3
166
5
4
3
2
1
88
54
16
7
1
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this appPros
“The automation features, reporting dashboards, and integrations with other tools are also very helpful for managing workflows and tracking performance.”
SP
Sonu P.
Systems Analyst
“The setup process was smooth, and the platform provides useful features for managing emails, tickets, and team collaboration.”
TG
Tushar G.
Cloud Engineer
“The ability to customise workflows and automate parts of the process is especially helpful, and the reporting tools make it easy to see what’s working well.”
IN
Inamari N.
Customer Account Support
Pros
“This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization.”
NO
Nneka O.
Epic Technical Analyst
“A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc.”
JP
Jennifer P.
Sr. Auditor
“User, I query Cherwell for specific condition tickets, reporting.”
CC
Cosmin C.
Senior IT Auditor
Cons
“I'm not a huge fan of the UI clutter when creating a new ticket, but it's not a huge deal and our team's learned to navigate it after a few weeks.”
MT
Maisie T.
Customer Support Specialist
“Sometimes it limits me the way Zendesk suite handles follow up tickets when a ticket is closed. When a customer replies after closure, he creates a new thread instead of responding to previous one.”
MN
Musawenkosi N.
Technical Support Officer
“However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response.”
YK
Yevgeniy K.
Data Analyst
Cons
“We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.”
Amit B.
System Developer
“Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)”
Stuart C.
Applications Administrator
“Do yourself a favor and buy something else.”
Crystal T.
Systems Analyst
- Vendor responds to reviews
- Last review20 days ago
- Vendor responds to reviews
- Last review2 years ago
Key features
- Total features180
- AI Copilot
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- Budgeting/Forecasting
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Manual Dialer
- Milestone Tracking
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Portfolio Management
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Project Planning
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Requirements Management
- Requisition Management
- Resource Management
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- WYSIWYG Editor
- Widgets
- Workflow Management
- Total features67
- AI Copilot
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- Budgeting/Forecasting
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Manual Dialer
- Milestone Tracking
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Portfolio Management
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Project Planning
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Requirements Management
- Requisition Management
- Resource Management
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- WYSIWYG Editor
- Widgets
- Workflow Management
Integrations
- Total integrations215
- 123FormBuilder
- 3CLogic
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asset Panda
- Autotask PSA
- Avaya Experience Platform
- Azuqua
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigTime Enterprise PSA
- Bird
- Bloomfire
- Box
- Breeze
- Brushfire
- Built.io Flow
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Device42, A Freshworks Company
- Dialpad
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Flowlu
- Formstack Forms
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- Gmail
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hippo Video
- Hootsuite
- HubSpot CRM
- Hubstaff
- Humanity Schedule
- Igloo
- Inbenta
- JIRA Service Management
- Jira
- Jitterbit
- Joomla
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- LiveOps
- LogMeIn Rescue
- LoginRadius
- Luciq
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- MeisterTask
- Membrain
- Meta for Business
- Microsoft Azure
- Microsoft Excel
- Microsoft Outlook
- Microsoft SharePoint
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nagios XI
- Network Performance Monitor
- Nextiva
- NiCE CXone
- Nicereply
- Nutshell
- Okta
- Olark
- OneLogin
- Operations Hub
- OpsGenie
- Oracle Service
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Pivotal Tracker
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QuickBooks Online Advanced
- Quip
- Quiq
- Redmine
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- Segment
- Serviceware Knowledge
- Setmore
- Sharpen
- Shopify
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- SolarWinds Service Desk
- Solve CRM
- Spiceworks Cloud Help Desk
- Spinify
- SpiraTeam
- Sprinklr
- Sprout Social
- SupportSync
- SurveyLab
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Time Doctor
- TimeCamp
- TimeLog
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twitter/X
- UserVoice
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WHMCS
- Webex Suite
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMax
- XCALLY
- XTM Transifex
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Sell
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- xMatters
- Total integrations14
- 123FormBuilder
- 3CLogic
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asset Panda
- Autotask PSA
- Avaya Experience Platform
- Azuqua
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigTime Enterprise PSA
- Bird
- Bloomfire
- Box
- Breeze
- Brushfire
- Built.io Flow
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Device42, A Freshworks Company
- Dialpad
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Flowlu
- Formstack Forms
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- Gmail
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hippo Video
- Hootsuite
- HubSpot CRM
- Hubstaff
- Humanity Schedule
- Igloo
- Inbenta
- JIRA Service Management
- Jira
- Jitterbit
- Joomla
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- LiveOps
- LogMeIn Rescue
- LoginRadius
- Luciq
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- MeisterTask
- Membrain
- Meta for Business
- Microsoft Azure
- Microsoft Excel
- Microsoft Outlook
- Microsoft SharePoint
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nagios XI
- Network Performance Monitor
- Nextiva
- NiCE CXone
- Nicereply
- Nutshell
- Okta
- Olark
- OneLogin
- Operations Hub
- OpsGenie
- Oracle Service
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Pivotal Tracker
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QuickBooks Online Advanced
- Quip
- Quiq
- Redmine
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- Segment
- Serviceware Knowledge
- Setmore
- Sharpen
- Shopify
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- SolarWinds Service Desk
- Solve CRM
- Spiceworks Cloud Help Desk
- Spinify
- SpiraTeam
- Sprinklr
- Sprout Social
- SupportSync
- SurveyLab
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Time Doctor
- TimeCamp
- TimeLog
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twitter/X
- UserVoice
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WHMCS
- Webex Suite
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMax
- XCALLY
- XTM Transifex
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Sell
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- xMatters
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