# Compare Issuetrak vs Cherwell Service Management 2026 | Capterra

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

Source: https://www.capterra.com/compare/16499-121158/Issuetrak-vs-Cherwell-Software

---

# Issuetrak vs Cherwell Service Management Features and Cost Comparison

Last updated June 15th, 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:

IssuetrakCherwell Service Management2/4 selected

[Issuetrak](https://www.capterra.com/p/16499/Issuetrak/)[4.6 (205)](https://www.capterra.com/p/16499/Issuetrak/reviews/)

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

[## Issuetrak](https://www.capterra.com/p/16499/Issuetrak/)[4.6 (205)](https://www.capterra.com/p/16499/Issuetrak/reviews/)

Starting Price

$876.00/year

Value-for-Money

4.6

Functionality

4.4

Ease of Use

4.4

Customer Service

4.7

Reviews Sentiment

Based on [205 reviews](#user-reviews)

Positive

191

Neutral

12

Negative

2

[## 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

## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

## Summary

* * *

Features in IT Ticketing Systems Software

Best performer

37 / 41

Only Issuetrak

-   Access Controls/Permissions
-   Activity Tracking
-   Customizable Templates

29 / 41

Only Cherwell Service Management

-   Search

User satisfaction

User satisfaction

4.6

User reviews[205](https://www.capterra.com/p/16499/Issuetrak/reviews/)

Ease of use

4.4

Functionality

4.4

Value for money

4.6

Customer support

4.7

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

$876Per User, Per Year

-   Free version
-   Free trial

Price starts from

$189Per Feature, Per Month

-   Free version
-   Free trial

Best for

Best for

Issuetrak is used by manufacturing support, service industries, financial institutions, property managers, healthcare, education, and government agencies.

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

JD

John D.

VP

> "Key strengths of Issuetrak lie in its powerful customization capabilities, allowing users to tailor everything from..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6813511)

PK

Patrick K.

Sr Systems Administrator

> "I wish the interface was a bit quicker too very noticeable when completing tasks, after checking a task off as..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802160)

JH

Jonas H.

System Admin

> "I handle all the maintenance for this product so I have open tickets now and then and Issue Trak support is one of the..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802196)

JC

John C.

RMA Manager

> "So you have to roll thru whole list to find and work on a group. Once you fix the view does not pop back to where you..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802480)

AB

Aeuriona B.

Collections data analyst

> "I like that issuetrak accurately captures communications from customers and allows communications to come in via email."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802140)

MR

Mike R.

QA Manager

> "Sometimes the left menu popping on or off can be annoying unless I pin it. But the pin never stays on so I have to pin..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802620)

JB

Josie B.

IT Support Technician

> "SSO integration was painless, love the knowledge base organization, really works well with our agency's smaller IT..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6807818)

BC

Brian C.

IT Project Manager

> "The reporting is difficult to configure, as are some of the ticket type stuff and other things aren't as configurable..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802139)

NG

Noah G.

IT Manager

> "Dawn, our implementation specialist is very knowledgeable about the tool and does a good job explaining how we can do..."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6803483)

CB

Christopher B.

Assistant Director of IT

> "To keep our office locations updated, we'd have to individually update each user account, which isn't practical."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6830677)

JS

Joseph S.

Systems Developer

> "The built-in issue tracking and issue history were very useful."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802224)

BC

Brian C.

IT Project Manager

> "Its a little cumbersome to use subscribers and add others to tickets takes a lot of effort."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802139)

CB

Christopher B.

Assistant Director of IT

> "We're able to keep much better track of our work than we were when just using an email bx."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6830677)

CB

Christopher B.

Assistant Director of IT

> "We're not able to do our own user account imports."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6830677)

PK

Patrick K.

Sr Systems Administrator

> "Very versatile and can be used for many complicated work flows for many different departments."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802160)

MD

Matt D.

Systems Administrator

> "Feels like some of the settings are buried in the UI."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802176)

JC

John C.

RMA Manager

> "Reporting is excellent for pinpointing quality issues and ease."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802480)

BC

Brian C.

IT Project Manager

> "Also not as collaborative as some other tools. "

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802139)

Swagat G.

IT Support Technician

> "Overall, I like how simple and straightforward the product is."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___7119608)

ME

Michael E.

Systems Administrator

> "Not as easy on the eyes for an app we view several hours a day."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802150)

DF

Daniel F.

Information Technology Support Technician

> "Great support with our transtion from on premise to cloud service."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802359)

LA

Leland A.

Network Engineer

> "When updating a ticket I get numerous emails with status updates...hard to keep track of"

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___4567196)

BC

Brian C.

IT Project Manager

> "The support for any issues that come up has been better than almost any support from other providers."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802139)

Ep

Eyüp Ö.

Industrial Engineer

> "I cannot make the customizations I want in the fields I have selected."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___3513318)

NG

Noah G.

IT Manager

> "Its very flexible and can be used for all kinds of solutions."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6803483)

AN

Alexander N.

Entertainment Manager

> "One annoyance is searching users, where I have to pick between active or non-active."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___3514248)

JB

Josie B.

IT Support Technician

> "A few tweaks and it could be even better!"

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6807818)

RW

Rachel W.

Process Improvement Engineer

> "It was difficult to get Active Directory/SSO working correctly during launch."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___3148290)

GG

Gary G.

VP

> "Everything has been very positive from roll-out to set-up to ongoing support."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6802209)

EB

Erin B.

Software Developer

> "In our experience the report creator is not as intuitive when creating reports."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___3514268)

CB

Christopher B.

Assistant Director of IT

> "It's very customizable."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___6830677)

ML

Megan L.

VP Finance & Analytics

> "Does not integrate with Financial or 3rd party software without ample time and money invested."

[See full review](https://www.capterra.com/p/16499/Issuetrak/#Capterra___2524491)

[View Reviews](https://www.capterra.com/p/16499/Issuetrak/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)

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)

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)

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)

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)

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)

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)

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)

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

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)

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

4.56 (205)

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

4.33 (166)

### Features

Issuetrak

Top features

37/41

-   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/16499/Issuetrak/#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

Issuetrak is recognized as a top-rated tool in 2 Capterra Shortlist reports

No recognitions have been awarded to Cherwell Service Management

### Deployment & support

Issuetrak

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

Issuetrak

-   By Issuetrak
-   Located in United States
-   Founded in 1992

Cherwell Service Management

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

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