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Top Review
Find out what your peers are saying about Cherwell Service Management vs. Zendesk Guide and other solutions. Updated: September 2021.
536,114 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The dashboard and the reporting functionality are the solution's most valuable features.""Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

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"The product offers very good management. It has a great ability to assign tickets based on content.""It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

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Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

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Pricing and Cost Advice
"For an ITIL user, the cost is probably about 50 bucks a month."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Questions from the Community
Top Answer: Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
Top Answer: For an ITIL user, the cost is probably about 50 bucks a month.
Top Answer: Application service mapping, GRC, SecOps, and things like that need improvement.
Top Answer: It is very easy to connect back and forth between the requester and the person fulfilling the ticket.
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester… more »
Ranking
Views
1,610
Comparisons
1,259
Reviews
2
Average Words per Review
385
Rating
7.0
Views
2,976
Comparisons
2,606
Reviews
2
Average Words per Review
1,464
Rating
7.0
Comparisons
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Overview
Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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Learn more about Cherwell Service Management
Learn more about Zendesk Guide
Sample Customers
Ausenco, Highlights for Children, B/E Aerospace
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company26%
Comms Service Provider13%
Government6%
Educational Organization6%
REVIEWERS
Computer Software Company26%
Financial Services Firm13%
Construction Company9%
Non Profit9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider22%
Government6%
Educational Organization3%
Company Size
No Data Available
REVIEWERS
Small Business41%
Midsize Enterprise39%
Large Enterprise20%
Find out what your peers are saying about Cherwell Service Management vs. Zendesk Guide and other solutions. Updated: September 2021.
536,114 professionals have used our research since 2012.

Cherwell Service Management is ranked 21st in IT Service Management (ITSM) with 2 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 3 reviews. Cherwell Service Management is rated 7.0, while Zendesk Guide is rated 7.0. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, HEAT Service Management and Alemba vFire, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and TOPdesk. See our Cherwell Service Management vs. Zendesk Guide report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.