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Zoho Desk vs Cherwell Service Management Comparison (2026)
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Good recommendations?
Zoho Desk
4.5
(2.2K)5
1.3K
4
765
3
121
2
13
1
8
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
Use Zoho Desk to automate ticket management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.
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
4.5
2.2K
5
4
3
2
1
1.3K
765
121
13
8
- Value for money
- Ease of use
- Features
- Customer support
79%
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
“It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day.”
DM
David M.
Technical Support Engineer
“The platform was practical for tracking customer requests and technical issues in one place and in office we can follow the process.”
EÇ
Eren Ç.
Architectural specialist
“I like the ticketing system in Zoho Desk, which allows me to easily track and prioritize client IT problems and keep them organized on one place through email and chat.”
RB
Rian B.
Technical Support Specialist
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
“Users often report that setting up complex features like Blueprints (workflow automation) requires significant trial and error.”
Mustafa A.
Director
“When I first started using Zoho desk I was impressed but after further usage, I began to feel let down by the load times and the lack of features when it comes to reporting and usage on mobile devices”
DT
Daniel T.
IT Engineer
“There are also quite a few features missing from their reporting and analytics, as well as leaving much to be desired in how notifications are disbursed”
Greg R.
Customer Success Manager
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 reviewa month ago
- Vendor responds to reviews
- Last review2 years ago
Key features
- Total features166
- @mentions
- AI Copilot
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Billing & Invoicing
- Budgeting/Forecasting
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Collaboration Tools
- Communication Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Insurance Industry
- Forms Management
- Full Text Search
- Gamification
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- 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 User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Portfolio Management
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Project Management
- Project Planning
- Projections
- Quality Assurance
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Requirements Management
- Requisition Management
- Resource Management
- Response Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- 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
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
- Total features67
- @mentions
- AI Copilot
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Billing & Invoicing
- Budgeting/Forecasting
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Collaboration Tools
- Communication Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Content Management
- Contract/License Management
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Insurance Industry
- Forms Management
- Full Text Search
- Gamification
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- 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 User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Portfolio Management
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Project Management
- Project Planning
- Projections
- Quality Assurance
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Requirements Management
- Requisition Management
- Resource Management
- Response Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- 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
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations77
- 3CX
- Action1
- Aircall
- Amazon Connect
- Avaya Experience Platform
- Bigin by Zoho CRM
- Botpress
- CallGear
- ChatGPT
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- GitLab
- Google Authenticator
- Google Workspace
- Gupshup
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Linear
- Lovable
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Nagios XI
- Network Performance Monitor
- NiCE CXone
- Oracle Service
- PA Server Monitor
- Permit To Work
- Pipedrive
- QuickBooks Online
- Rezdy
- RingEX
- Ringotel
- SAP Business One
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- Spiceworks Cloud Help Desk
- TickTick
- Tidy
- Trello
- Twilio
- Twitter/X
- Webex Suite
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Zadarma
- Zapier
- Zoho Assist
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Cliq
- Zoho Creator
- Zoho Directory
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoom Phone
- sipgate
- Total integrations14
- 3CX
- Action1
- Aircall
- Amazon Connect
- Avaya Experience Platform
- Bigin by Zoho CRM
- Botpress
- CallGear
- ChatGPT
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- GitLab
- Google Authenticator
- Google Workspace
- Gupshup
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Linear
- Lovable
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Nagios XI
- Network Performance Monitor
- NiCE CXone
- Oracle Service
- PA Server Monitor
- Permit To Work
- Pipedrive
- QuickBooks Online
- Rezdy
- RingEX
- Ringotel
- SAP Business One
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- Spiceworks Cloud Help Desk
- TickTick
- Tidy
- Trello
- Twilio
- Twitter/X
- Webex Suite
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Zadarma
- Zapier
- Zoho Assist
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Cliq
- Zoho Creator
- Zoho Directory
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoom Phone
- sipgate
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