Cherwell Service Management and Freshservice compete in the IT service management category. Freshservice is perceived to have the upper hand due to its intuitive design and seamless integration capabilities, whereas Cherwell offers extensive customization and scalability.
Features: Cherwell Service Management provides advanced customization, scalability, and support for complex enterprise environments. Freshservice features integrated automation tools, a user-friendly design, and a comprehensive suite of standard features.
Room for Improvement: Cherwell could enhance its user interface, streamline its setup process, and improve integration options. Freshservice could benefit from enhancing customization capabilities, improving the reporting features, and expanding its third-party integrations.
Ease of Deployment and Customer Service: Freshservice offers a cloud-based deployment model that is easy to set up, backed by robust customer support. Cherwell requires more complex configuration yet offers deployment flexibility suited to specific infrastructure needs.
Pricing and ROI: Cherwell involves a higher initial cost but delivers a potentially solid ROI for large-scale implementations. Freshservice offers competitive pricing and a lower total cost of ownership, leading to a faster ROI through quick deployment and efficient features.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.0% |
| Cherwell Service Management | 1.6% |
| Other | 94.4% |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 14 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
