Cherwell Service Management vs. JIRA Service Desk Comparison

Cherwell Service Management

JIRA Service Desk

Cherwell Service Management

Read 1 Cherwell Service Management review.

1,937 views|1,594 comparisons

JIRA Service Desk

Read 18 JIRA Service Desk reviews.

8,776 views|7,117 comparisons

Most Helpful Review

Use Cherwell Service Management? Share your opinion.

MohammadRanjbar

IT Manager at Razi Insurance

The simple user interface helps non-English speaking customers use the software and it is highly customizable

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about... Read more »

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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." More Cherwell Service Management Pros »	"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances." More JIRA Service Desk Pros »
Cons
"The stability, specifically in the on-premises deployment model, could be improved." More Cherwell Service Management Cons »	"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again." More JIRA Service Desk Cons »

Pricing and Cost Advice

Information Not Available

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product."

More JIRA Service Desk Pricing and Cost Advice »

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Questions from the Community
What do you like most about Cherwell Service Management? Top Answer: The dashboard and the reporting functionality are the solution's most valuable features. Read all 2 answers What is your experience regarding pricing and costs for Cherwell Service Management? Top Answer: There aren't any costs that I know of that are above and beyond the standard licensing fee. What needs improvement with Cherwell Service Management? 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. Read all 2 answers	What is your favorite Help Desk Software? Top Answer: JIRA Due to its agility. Read all 3 answers What needs improvement with JIRA Service Desk? Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance. Read all 13 answers What are the differences in purchase and maintenance costs for ServiceNow and JIRA Service Desk? Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive Read all 6 answers
Ranking
27th out of 53 in Help Desk Software Views 1,937 Comparisons 1,594 Reviews 1 Average Words per Review 380 Rating 7.0	2nd out of 53 in Help Desk Software Views 8,776 Comparisons 7,117 Reviews 18 Average Words per Review 550 Rating 7.8
Popular Comparisons
ServiceNow vs. Cherwell Service Management Compared 48% of the time. BMC Helix ITSM vs. Cherwell Service Management Compared 10% of the time. HEAT Service Management vs. Cherwell Service Management Compared 5% of the time. ManageEngine ServiceDesk Plus vs. Cherwell Service Management Compared 4% of the time. Salesforce Service Cloud vs. Cherwell Service Management Compared 3% of the time. See more Cherwell Service Management competitors » + Add more products to compare	ServiceNow vs. JIRA Service Desk Compared 28% of the time. ManageEngine ServiceDesk Plus vs. JIRA Service Desk Compared 18% of the time. BMC Remedyforce vs. JIRA Service Desk Compared 8% of the time. IBM Maximo vs. JIRA Service Desk Compared 6% of the time. PagerDuty vs. JIRA Service Desk Compared 2% of the time. See more JIRA Service Desk competitors » + Add more products to compare
Learn
Cherwell Software	Atlassian
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.	JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about Cherwell Service Management Learn More	Learn more about JIRA Service Desk Learn More
Sample Customers
Ausenco, Highlights for Children, B/E Aerospace	mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS Computer Software Company30% Comms Service Provider11% Educational Organization6% Performing Arts5%	REVIEWERS Computer Software Company38% Retailer25% Transportation Company13% Insurance Company13% VISITORS READING REVIEWS Computer Software Company28% Comms Service Provider22% Government8% Financial Services Firm7%
Company Size
No Data Available	REVIEWERS Small Business61% Midsize Enterprise13% Large Enterprise26%

Cherwell Service Management is ranked 27th in Help Desk Software with 1 review while JIRA Service Desk is ranked 2nd in Help Desk Software with 18 reviews. Cherwell Service Management is rated 7.0, while JIRA Service Desk is rated 7.8. 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 JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, HEAT Service Management, ManageEngine ServiceDesk Plus and Salesforce Service Cloud, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and PagerDuty.

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

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