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Cherwell Service Management vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

No sentiment score available
Cherwell Service Management scores well in customer and technical support but lags behind ServiceNow, with varying expertise from partners.
Sentiment score
7.5
Freshservice support is praised for responsiveness but criticized for navigation challenges, misunderstandings, and inconsistent satisfaction with issue resolution.
 

Room For Improvement

No sentiment score available
Cherwell Service Management needs mobile, UI, deployment, Agile, JIRA, workflow, usability, integration, and access improvements for better functionality.
Sentiment score
4.6
Freshservice needs better reporting, customization, integration, and workflow management, along with improvements in analytics and support features.
There's limited experience with the CMDB or asset management features.
 

Scalability Issues

No sentiment score available
Cherwell Service Management is scalable due to its on-premise design, allowing flexible server expansion and growth capacity.
Sentiment score
8.4
Freshservice scales well for small to medium businesses, despite customization limits and cost concerns for larger enterprises.
 

Stability Issues

No sentiment score available
Cherwell Service Management is highly stable with improved cloud performance, while Avante's acquisition impact on stability is uncertain.
Sentiment score
8.5
Freshservice is praised for reliability and stability, with minor issues in integration and data imports occasionally noted by users.
 

Valuable Features

No sentiment score available
Cherwell Service Management offers intuitive dashboards, seamless integrations, centralized IT services, and supports multiple departments for enhanced usability and compliance.
Sentiment score
8.3
Freshservice excels with its user-friendly design, scalability, and comprehensive features, boosting IT productivity and offering flexible pricing.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers should explore Freshservice's flexible licensing and competitive pricing, assessing feature costs and scalability per needs.
The solution offers flat licensing and appears to be cost-effective.
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.2
Number of Reviews
6
Ranking in other categories
No ranking in other categories
Freshservice
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.0
Reviews Sentiment
7.5
Number of Reviews
33
Ranking in other categories
Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.5%, down from 1.3% compared to the previous year. The mindshare of Freshservice is 3.4%, down from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
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Top Industries

By visitors reading reviews
Educational Organization
62%
Government
8%
Computer Software Company
6%
Healthcare Company
3%
Computer Software Company
26%
Manufacturing Company
7%
Government
6%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
 

Also Known As

No data available
Flint
 

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Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Cherwell Service Management vs. Freshservice and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.