SolarWinds Service Desk vs Cherwell Service Management

Zendesk Suite

Freshdesk

JIRA Service Management

Freshservice

ServiceNow

ServiceNow Customer Service Management

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

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.

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

JIRA  Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Access Controls/Permissions

Active Directory Integration

Activity Dashboard

Activity Tracking

Ad hoc Reporting

AI Summarization

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Analytics

Approval Process Control

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Audit Trail

Automated Responses

Automated Routing

Autoresponders

Availability Management

Barcode/Ticket Scanning

Benchmarking

Call Center Management

Capacity Management

Catalog Management

Categorization/Grouping

Change Management

Chat/Messaging

Chatbot

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Compliance Management

Compliance Tracking

Configurable Workflow

Configuration Management

Content Library

Content Management

Contract/License Management

Cost Tracking

Customer Database

Customer Portal

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Mapping

Data Security

Data Visualization

Decision Support

Device Auto Discovery

Document Management

Document Storage

Drag & Drop

Drag & Drop Editor

Email Alerts

Email Management

Email Templates

Feedback Management

Fixed Asset Management

Forms Management

Full Text Search

Generative AI

Help Desk Management

Historical Reporting

Impact Management

Inbox Management

Incident Management

Incident Reporting

Interaction Tracking

Internal Controls Management

Inventory Control

Inventory Management

Inventory Tracking

Investigation Management

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Management

IT Asset Tracking

IT Incident Management

IT Reporting

IT Risk Management

Key Performance Indicators

Knowledge Base Management

Knowledge Management

Language Detection

License Inventory

License Management

License Tracking

SolarWinds Service Desk

Android

Linux

Web-based

Windows

iPad

iPhone

Support Supervisor

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Sr. IT Specialist

The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.

IT Manger

Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

IT Service Desk 

I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly.

Systems Analyst

A few of the things that I like most about Service Desk is the ease of learning to use it.

System Support Specialist II

Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature.

Helpdesk Supervisor

It's mostly very easy for my help desk technicians to use on a day to day basis. Very easy to keep track of your tickets and what needs to be done.

IT Systems Admin

The customizable filters and bulk actions are *super* handy when you have a set of actions or responses you do very frequently.

Mgr. Application Development

I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).

By that I mean the lack of reports and reporting tools.

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes.

Systems Administrator

Reporting doesn't report accurately compared to a custom query, which is odd.

IT Service Desk Support

Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface.

First of all, I really like the GUI of this Ticketing Tool compared to my previous ticketing system we are handling which is Service Now.

The pricing tier after the initial purchase is fair.

That said, the web UI on mobile is mostly friendly.

it desktop specialist

There also has been lots of testing. Also some of the updates have broken our work flows.

Director of Technologyh

Some of the customizations of the user portal are a bit hard to find from the admin side.

SolarWinds Service Desk screenshot: SolarWinds Service Desk incidents

SolarWinds Service Desk screenshot: SolarWinds Service Desk dashboard

SolarWinds Service Desk screenshot: SolarWinds Service Desk incident tracking

SolarWinds Service Desk screenshot: SolarWinds Service Desk inventory

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

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.

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.

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

Budgeting/Forecasting

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

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.

SolarWinds Service Desk vs Cherwell Service Management Comparison (2026)

SolarWinds Service Desk vs Cherwell Service Management Comparison (2026)

SolarWinds Service Desk

Cherwell Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives