We performed a comparison between Cherwell Service Management and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"Zendesk Support has a lot of good APIs."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The stability has been very good."
"The initial setup is simple and straightforward."
"It's a very stable tool, very powerful."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The solution itself wasn't easy to set up."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It wasn't easy to set up so we're only using a third of all of the features,"
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"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."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Cherwell Service Management is rated 7.2, while Zendesk is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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