Most Helpful Review
Use Cherwell Service Management? Share your opinion.
The simple user interface helps non-English speaking customers use the software and it is highly customizable
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
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."
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.
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
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
out of 53 in Help Desk Software
Average Words per Review
out of 53 in Help Desk Software
Average Words per Review
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|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.|
Learn more about Cherwell Service Management
Learn more about JIRA Service Desk
|Ausenco, Highlights for Children, B/E Aerospace||mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada|
Computer Software Company30%
Comms Service Provider11%
Computer Software Company38%
Computer Software Company28%
Comms Service Provider22%
Financial Services Firm7%
No Data Available
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.
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