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Cherwell Service Management vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
Number of Reviews
32
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
Aug 5, 2022
Having everything in one location has significantly improved our efficiency and reporting
We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.  Previously, the processes we now use Service Management for, were done manually. Implementing CSM has made…
Tim Guilder - PeerSpot reviewer
Sep 20, 2022
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.

Quotes from Members

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

Pros

"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"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."
"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"We found the initial setup to be very simple."
"The solution has been stable."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"You can just register and within five to minute minutes, you are ready to go."
"The overall functionality of the product is excellent."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
 

Cons

"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The round robin ticketing feature that they have is not ideal."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Not integrated with Google."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Their analytics need improvement."
"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."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"Compared to other tools, Freshservice is affordable."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"The price of Freshservice could improve, it is expensive."
"We're basically paying about $100 USD per agent per month."
"Our licensing fee for Freshservice is $2,500 a year."
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Top Industries

By visitors reading reviews
Educational Organization
62%
Government
7%
Computer Software Company
5%
Healthcare Company
3%
Computer Software Company
26%
Manufacturing Company
8%
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

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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: October 2024.
814,649 professionals have used our research since 2012.