We performed a comparison between Cherwell Service Management and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"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 is very useful to get a quick overview of current tasks."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"There is a nice user interface."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"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."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Not integrated with Google."
"The round robin ticketing feature that they have is not ideal."
"Freshservice could improve the delegation and workflow management features."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Their analytics need improvement."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
Cherwell Service Management is ranked 19th 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 and Ivanti Neurons for ITSM, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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