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Cherwell Service Management vs LiveAgent comparison

Ivanti and QualityUnit are both solutions in the Help Desk Software category. Ivanti is ranked #25, while QualityUnit is ranked #38. Ivanti holds a 0.6% mindshare in HDS, compared to QualityUnit’s 0.3% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 643 Views
  • 250 Comparison Views
80% willing to recommend
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and LiveAgent compete in IT service management and customer support. Cherwell leads in IT service efficiency due to its extensive ITIL-based processes, whereas LiveAgent stands out in customer interaction with its integration capabilities.

Features: Cherwell Service Management provides automation, workflow configurations, and strong IT service management features, allowing streamlined processes for IT departments. LiveAgent offers a multichannel support platform with ticketing, chat, and social media integration, enhancing customer-focused operations.

Ease of Deployment and Customer Service: Cherwell presents a flexible deployment model available both on-premises and via the cloud, along with extensive support including training and customization. LiveAgent, mainly cloud-based, allows easy deployment with robust product support and multiple onboarding resources.

Pricing and ROI: Cherwell may have higher setup costs due to its complexity, but offers strong ROI by improving IT service efficiency. LiveAgent, with a straightforward pricing model and often lower initial costs, provides quick ROI through improved customer satisfaction.

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To learn more, read our detailed Cherwell Service Management vs. LiveAgent Report (Updated: April 2025).
Buyer's Guide
Cherwell Service Management vs. LiveAgent
April 2025
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Helped 847,625 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
25th
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
LiveAgent
Ranking in Help Desk Software
38th
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (15th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.6%, down from 1.0% compared to the previous year. The mindshare of LiveAgent is 0.3%, up from 0.3% 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.
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DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
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Quotes from Members

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

Pros

"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
 

Cons

"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Connection to other softwares could be improved."
"There are other products that are more popular."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
Information not available
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847,625 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
65%
Computer Software Company
6%
Government
5%
Healthcare Company
3%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
No data available
 

Comparisons

ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 100% of the time
More Cherwell Service Management Competitors
No data available
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
March 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
Buyer's Guide
Help Desk Software
March 2025
LiveAgent reportDownload LiveAgent product report
 

Overview

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.
Ivanti

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit
 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Buyer's Guide
Cherwell Service Management vs. LiveAgent
April 2025
Free Report: Cherwell Service Management vs. LiveAgent
Find out what your peers are saying about Cherwell Service Management vs. LiveAgent and other solutions. Updated: April 2025.
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See our Cherwell Service Management vs. LiveAgent report.
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