Cherwell Service Management vs Zendesk Suite

RATING:

4.3

(163)

Cherwell Service Management has 163 reviews and a rating of 4.34 / 5 stars vs Zendesk Suite which has 3856 reviews and a rating of 4.41 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.3 (163)
4.4 (3856)
Ease-of-Use
4 / 5
4.5 / 5
Value for Money
4.5 / 5
4 / 5
Customer Support
4.5 / 5
4.5 / 5
Functionality
4.5 / 5
4.5 / 5
Last Review Written
October 4, 2023
March 19, 2024
Pros/Cons
  • Pros

  • I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise.
  • Nothing - I have used a number of help desk systems over my 20-year IT career.
  • Cons

  • Currently we would only have a single admin working at a time but the idea of stepping on toes and overwriting someone's work worries me.
  • It's slow, unusable, the reporting stinks. It takes 5 clicks to view an email on a ticket that someone submitted.
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  • Pros

  • Used this at one of my old jobs and it was so easy to use and amazing for functionality.
  • I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.
  • Cons

  • Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.
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Pricing Range
$
$
$
$
$
$
$
$
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$
Product Demo
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Product Screenshot
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FrontRunners

The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.

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FrontRunners

2024

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Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos