# Compare Cherwell Service Management vs ManageEngine ServiceDesk Plus 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare ManageEngine ServiceDesk Plus and Cherwell Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/121158-179501/Cherwell-Software-vs-ManageEngine-Service-Desk-Plus

---

# ManageEngine ServiceDesk Plus vs Cherwell Service Management Features and Cost Comparison

Last updated March 13th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

ManageEngine ServiceDesk PlusCherwell Service Management2/4 selected

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

[## ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Starting Price

$16.00/month

Value-for-Money

4.3

Functionality

4.4

Ease of Use

4.3

Customer Service

4.2

Reviews Sentiment

Based on [227 reviews](#user-reviews)

Positive

204

Neutral

15

Negative

8

[## Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Starting Price

$189.00/month

Value-for-Money

4.4

Functionality

4.4

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [166 reviews](#user-reviews)

Positive

142

Neutral

16

Negative

8

## Summary

* * *

Features in IT Ticketing Systems Software

Best performer

38 / 41

Only ManageEngine ServiceDesk Plus

-   Access Controls/Permissions
-   Activity Tracking
-   AI Copilot

29 / 41

Only Cherwell Service Management

-   Search

User satisfaction

User satisfaction

4.4

User reviews[227](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Ease of use

4.3

Functionality

4.4

Value for money

4.3

Customer support

4.2

User satisfaction

4.3

User reviews[166](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Ease of use

4.2

Functionality

4.4

Value for money

4.4

Customer support

4.3

Price starts from

Price starts from

$16Per User, Per Month

-   Free version
-   Free trial

Price starts from

$189Per Feature, Per Month

-   Free version
-   Free trial

Best for

Best for

ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.

Best for

Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.

## User reviews

Pros & cons

AV

Ahmet V.

System Network and İnformation Sec Manager

> "The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

RV

Robert V.

IT Manager

> "The customization of templates is a but difficult to understand how the layout works."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

Austin E.

CTO

> "Great ticketing system that has a lot of customizable features and ways to import emails into actionable items"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7102463)

IP

ISHWARI P.

Trainee

> "Mobile app limitations lack some features from the desktop version."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6779077)

CQ

Connor Q.

IT Team Lead

> "Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7114581)

RV

Robert V.

IT Manager

> "Some fields are not available for reporting such as the description."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

Melih Ç.

Team Leader

> "It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

MS

Manuel S.

Engineer TI Sr.

> "It does not maintain an integration with Microsoft applications."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6396780)

AV

Ahmet V.

System Network and İnformation Sec Manager

> "Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

VR

Verified Reviewer

IT Manager

> "there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4605698)

Melih Ç.

Team Leader

> "I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

GV

Gerardo V.

Product Manager

> "The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3525766)

JN

Joshua N.

Applications Specialist

> "It does the job and helps us as an office support our retail stores and staff members with any questions and queries."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6346360)

Harry S.

Systems & Digital Marketing Administrator

> "Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4236551)

JN

Joshua N.

Applications Specialist

> "Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6346360)

BS

Boyang S.

Junior Data Integration Developer

> "For a comprehensive ITSM solution, it can be quite pricey."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4636210)

Justin G.

Director of IT

> "ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6647491)

MT

Michael T.

Service Delivery Manager

> "Lacks some configurability and isn't as flexible as top-tier products like ServiceNow"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3338320)

CW

Callum W.

IT System Engineer

> "The actual improvement and efficiency of the ticket management is fantastic and super easy to use."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7118816)

VR

Verified Reviewer

Systems Engineer

> "Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2119402)

AR

Adam R.

Sever Analyst

> "It is very easy to use and the customisation options for how you want it to look on your browser makes things easier to layout"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6835234)

AW

Andrew W.

Radpro

> "The only feature that is missing is the ability to turn back time."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2560011)

[View Reviews](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

NO

Nneka O.

Epic Technical Analyst

> "Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6669226)

CC

Cosmin C.

Senior IT Auditor

> "Reporting is not very user friendly."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6665497)

Amit B.

System Developer

> "Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3786892)

AF

Abby F.

Sr. Solutions Center Analyst

> "It's not very intuitive on the admin side."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#SoftwareAdvice___3534752)

VR

Verified Reviewer

HelpDesk II

> "This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2793536)

CA

Clayton A.

Student Technology Assistant

> "I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

VR

Verified Reviewer

Director of IT Support

> "Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2783896)

VR

Verified Reviewer

Applications Administrator

> "Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2860512)

MF

Maizy F.

Music Director

> "It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. "

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3546060)

VR

Verified Reviewer

IT

> "It was a major challenge configuring it to our needs."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2981793)

André L.

Systems Administrator

> "Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3139081)

Mark D.

Director of Operations & Data Management

> "Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

CA

Clayton A.

Student Technology Assistant

> "We have the ability now to easily keep an eye on all service requests from any client at any time."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

Mark D.

Director of Operations & Data Management

> "The interface is clunky at best and unusable at worst."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "There is simply too much going on within the cases screen itself."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

[View Reviews](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

## User interface

4.41 (227)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)

4.33 (166)

### Features

ManageEngine ServiceDesk Plus

Top features

38/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#features)

Cherwell Service Management

29/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/121158/Cherwell-Software/#features)

### Recognition

No recognitions have been awarded to ManageEngine ServiceDesk Plus

No recognitions have been awarded to Cherwell Service Management

### Deployment & support

ManageEngine ServiceDesk Plus

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Cherwell Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

ManageEngine ServiceDesk Plus

-   By ManageEngine
-   Located in United States
-   Founded in 1996

Cherwell Service Management

-   By Cherwell Software
-   Located in United States
-   Founded in 2004

## Popular Comparisons

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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4.4

Features

4.3

4.3

Ease of Use

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[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

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4.4

Features

4.3

4.2

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4.5

[View full comparison](https://www.capterra.com/compare/121158-124981/Cherwell-Software-vs-Freshdesk)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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$16/month

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4.4

Features

4.3

4.3

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

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$189/month

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4.4

Features

4.6

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-121158/LiveAgent-vs-Cherwell-Software)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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$16/month

Price

$15/month

4.4

Features

4.6

4.3

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-179501/LiveAgent-vs-ManageEngine-Service-Desk-Plus)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

$189/month

Price

$29/month

4.4

Features

4.3

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/121158-132997/Cherwell-Software-vs-Freshservice)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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$16/month

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4.4

Features

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4.3

Ease of Use

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[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

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$39/month

4.4

Features

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4.2

Ease of Use

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[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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4.3

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[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

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$20/month

4.4

Features

4.5

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Ease of Use

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[View full comparison](https://www.capterra.com/compare/121158-169505/Cherwell-Software-vs-Zoho-Desk)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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Price

Contact vendor for pricing

4.4

Features

4.5

4.3

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/107225-179501/SysAid-vs-ManageEngine-Service-Desk-Plus)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

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$189/month

Price

Contact vendor for pricing

4.4

Features

4.5

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Ease of Use

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