Cherwell Service Management vs Zendesk Suite: Which is best for you?

The feature I like most about Cherwell is it's workflow management feature for IT change controls.

There is not really a good way to track the ticket when it is submitted and does not alert you by email of the status.

Overall, Zendesk suite serves as a robust and scalable support platform centralizing mulit-stakeholder support, improving response times through automation and self-service capabilities supported with analytics to report on support metrics.

They do a terrible job of screening for junk and spam letting a significant numbers of spam and malicious messages through and flagging real customer message en masse after each update.