Compare Cherwell Service Management vs. Freshdesk

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
448,896 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."

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"The organization that is possible with other departments is the solution's most valuable aspect."

More Freshdesk Pros »

Cons
"The stability, specifically in the on-premises deployment model, could be improved."

More Cherwell Service Management Cons »

"Technical support is not the best. It could be much, much better and offer better support to users."

More Freshdesk Cons »

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Questions from the Community
Top Answer: The dashboard and the reporting functionality are the solution's most valuable features.
Top Answer: There aren't any costs that I know of that are above and beyond the standard licensing fee.
Top Answer: The solution could be more user-friendly. The workflows sometimes get complicated. The stability, specifically in the on-premises deployment model, could be improved.
Top Answer: The organization that is possible with other departments is the solution's most valuable aspect.
Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more »
Top Answer: We primarily use the solution for issue ticketing.
Ranking
25th
out of 52 in Help Desk Software
Views
1,939
Comparisons
1,591
Reviews
1
Average Words per Review
380
Avg. Rating
7.0
13th
out of 52 in Help Desk Software
Views
2,550
Comparisons
2,114
Reviews
1
Average Words per Review
297
Avg. Rating
10.0
Popular Comparisons
Compared 22% of the time.
Compared 18% of the time.
Compared 6% of the time.
Compared 4% of the time.
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Cherwell Software
Freshworks
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.Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
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Learn more about Cherwell Service Management
Learn more about Freshdesk
Sample Customers
Ausenco, Highlights for Children, B/E AerospaceHonda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Top Industries
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider11%
K 12 Educational Company Or School7%
Performing Arts6%
VISITORS READING REVIEWS
Computer Software Company29%
Retailer12%
Comms Service Provider11%
K 12 Educational Company Or School7%
Company Size
No Data Available
REVIEWERS
Small Business67%
Midsize Enterprise33%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
448,896 professionals have used our research since 2012.

Cherwell Service Management is ranked 25th in Help Desk Software with 1 review while Freshdesk is ranked 13th in Help Desk Software with 1 review. Cherwell Service Management is rated 7.0, while Freshdesk is rated 10.0. The top reviewer of Cherwell Service Management writes "Good dashboard and reporting functionality, but overall not very user-friendly". On the other hand, the top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, HEAT Service Management and TOPdesk, whereas Freshdesk is most compared with JIRA Service Desk, ServiceNow, Microsoft Dynamics CRM, Atlassian Confluence and ManageEngine ServiceDesk Plus.

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