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."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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"It is a stable solution. My company hasn't faced any problems with the solution."
"We found the initial setup to be very simple."
"The solution’s timely automated triggers increase our IT team’s productivity."
"You can just register and within five to minute minutes, you are ready to go."
"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."
"The overall functionality of the product is excellent."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"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 stability, specifically in the on-premises deployment model, could be improved."
"The round robin ticketing feature that they have is not ideal."
"A chat bot needs to be added to the portal."
"Their analytics need improvement."
"It's hard to interact directly with the users themselves."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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