We performed a comparison between Cherwell Service Management and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"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."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"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."
"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."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"A chat bot needs to be added to the portal."
"The round robin ticketing feature that they have is not ideal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. Cherwell Service Management is rated 7.2, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Cherwell Service Management is most compared with ServiceNow, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Cherwell Service Management vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software 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.
