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Freshservice vs Cherwell Service Management Comparison (2026)
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Good recommendations?
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Cherwell Service Management
4.3
(166)5
88
4
54
3
16
2
7
1
1
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.
Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes, SIAM & MSI functionality, and more
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this app4.3
166
5
4
3
2
1
88
54
16
7
1
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this appPros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Pros
“This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization.”
NO
Nneka O.
Epic Technical Analyst
“A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc.”
JP
Jennifer P.
Sr. Auditor
“User, I query Cherwell for specific condition tickets, reporting.”
CC
Cosmin C.
Senior IT Auditor
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”
JK
Justin K.
Director Of Support and Data Center Operations
Cons
“We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.”
Amit B.
System Developer
“Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)”
Stuart C.
Applications Administrator
“Do yourself a favor and buy something else.”
Crystal T.
Systems Analyst
- Vendor responds to reviews
- Last review14 days ago
- Vendor responds to reviews
- Last review2 years ago
Key features
- Total features180
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Budgeting/Forecasting
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Maintenance Management
- Maintenance Scheduling
- Milestone Tracking
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Portfolio Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Planning
- Project Tracking
- Purchase Order Management
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- WYSIWYG Editor
- Widgets
- Workflow Management
- Total features67
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Budgeting/Forecasting
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Maintenance Management
- Maintenance Scheduling
- Milestone Tracking
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Policy Management
- Portfolio Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Planning
- Project Tracking
- Purchase Order Management
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- WYSIWYG Editor
- Widgets
- Workflow Management
Integrations
- Total integrations65
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Avaya Experience Platform
- Azure DevOps Server
- BambooHR
- BigQuery
- Box
- ClickUp
- Copper
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- JIRA Service Management
- Jira
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- Nagios XI
- Netskope One Platform
- Network Performance Monitor
- NiCE CXone
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- Oracle Service
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- QuickBooks Online Advanced
- Rocketlane
- SAP Business One
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- ServiceNow
- Slack
- Smartsheet
- Snowflake
- Spiceworks Cloud Help Desk
- SurveyMonkey
- TeamViewer ONE
- TrueCommerce PIM
- Twitter/X
- Webex Suite
- Workable
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- Total integrations14
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- Avaya Experience Platform
- Azure DevOps Server
- BambooHR
- BigQuery
- Box
- ClickUp
- Copper
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- JIRA Service Management
- Jira
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft SharePoint
- Microsoft Teams
- Microsoft Viva Engage
- Nagios XI
- Netskope One Platform
- Network Performance Monitor
- NiCE CXone
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- Oracle Service
- PagerDuty
- Personio
- Pipedrive
- Pivotal Tracker
- QuickBooks Online Advanced
- Rocketlane
- SAP Business One
- SAP SuccessFactors HCM
- Salesforce Sales Cloud
- ServiceNow
- Slack
- Smartsheet
- Snowflake
- Spiceworks Cloud Help Desk
- SurveyMonkey
- TeamViewer ONE
- TrueCommerce PIM
- Twitter/X
- Webex Suite
- Workable
- Workday HCM
- WorkflowMax
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
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