Compare Cherwell Service Management vs. Freshservice

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

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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."

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Pricing and Cost Advice
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"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: 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.
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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
11th
out of 52 in Help Desk Software
Views
1,852
Comparisons
1,361
Reviews
1
Average Words per Review
793
Avg. Rating
9.0
Popular Comparisons
Compared 41% of the time.
Compared 10% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Flint
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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.

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 AerospaceSinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider11%
K 12 Educational Company Or School7%
Performing Arts6%
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider19%
Media Company11%
Healthcare Company8%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
448,775 professionals have used our research since 2012.

Cherwell Service Management is ranked 25th in Help Desk Software with 1 review while Freshservice is ranked 11th in Help Desk Software with 1 review. Cherwell Service Management is rated 7.0, while Freshservice is rated 9.0. 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 Freshservice writes "Useful for tracking, merging, and assigning tickets". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, HEAT Service Management and ManageEngine ServiceDesk Plus, whereas Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk Guide.

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

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