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Featured Review
Find out what your peers are saying about Cherwell Service Management vs. Freshservice and other solutions. Updated: November 2021.
552,305 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.""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."

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"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.""The overall functionality of the product is excellent.""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."

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Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"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.""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.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

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Pricing and Cost Advice
"For an ITIL user, the cost is probably about 50 bucks a month."

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"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.""Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.""It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

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Questions from the Community
Top Answer: 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.
Top Answer: For an ITIL user, the cost is probably about 50 bucks a month.
Top Answer: Application service mapping, GRC, SecOps, and things like that need improvement.
Top Answer: The overall functionality of the product is excellent.
Top Answer: The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month. There aren't additional costs on top of this. The price you see on the website… more »
Top Answer: While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still… more »
Ranking
26th
out of 55 in Help Desk Software
Views
1,607
Comparisons
1,250
Reviews
2
Average Words per Review
385
Rating
7.0
14th
out of 55 in Help Desk Software
Views
1,721
Comparisons
1,306
Reviews
2
Average Words per Review
855
Rating
8.5
Comparisons
Also Known As
Flint
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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.

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

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Sample Customers
Ausenco, Highlights for Children, B/E Aerospace
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
VISITORS READING REVIEWS
Computer Software Company23%
Comms Service Provider13%
Government8%
Educational Organization6%
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider17%
Educational Organization5%
Government5%
Company Size
No Data Available
REVIEWERS
Small Business75%
Midsize Enterprise13%
Large Enterprise13%
Find out what your peers are saying about Cherwell Service Management vs. Freshservice and other solutions. Updated: November 2021.
552,305 professionals have used our research since 2012.

Cherwell Service Management is ranked 26th in Help Desk Software with 2 reviews while Freshservice is ranked 14th in Help Desk Software with 3 reviews. Cherwell Service Management is rated 7.0, while Freshservice is rated 8.4. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, HEAT Service Management and IBM Maximo, whereas Freshservice is most compared with ServiceNow, Zendesk Guide, ManageEngine ServiceDesk Plus, JIRA Service Management and TOPdesk. See our Cherwell Service Management vs. Freshservice report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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