We performed a comparison between Cherwell Service Management and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboard and the reporting functionality are the solution's most valuable features."
"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 most valuable features are problem management and change management."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"It allowed the development team to concentrate on the client’s requirements instead."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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 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."
"The overall functionality of the product is excellent."
"We found the initial setup to be very simple."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"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."
"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 analytics could be better."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
Cherwell Service Management is ranked 18th 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, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Cherwell Service Management vs. Freshservice report.
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