We performed a comparison between Cherwell Service Management and Freshdesk 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."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 dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"Omnichannel is one of the most valuable features of the solution."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Technical support is outstanding."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"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."
"Access is only available if we're on VPN."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while Freshdesk is ranked 9th in Help Desk Software with 27 reviews. Cherwell Service Management is rated 7.2, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk. See our Cherwell Service Management vs. Freshdesk report.
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