What users are saying about
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Top Rated
65 Ratings
3 Ratings
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Score 8.2 out of 100

Freshservice

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Top Rated
65 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Cherwell Asset Management

Great if you have the time and resources to set up the system correctly from the start. Bad if you're trying to rush the implementation and have very few users dedicated to the project.
Justin Brown | TrustRadius Reviewer

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Asset Management
Freshservice
9.0
Organize and prioritize service tickets
Cherwell Asset Management
Freshservice
9.6
Expert directory
Cherwell Asset Management
Freshservice
8.5
Service restoration
Cherwell Asset Management
Freshservice
9.8
Self-service tools
Cherwell Asset Management
Freshservice
9.4
Subscription-based notifications
Cherwell Asset Management
Freshservice
9.1
ITSM collaboration and documentation
Cherwell Asset Management
Freshservice
8.9
ITSM reports and dashboards
Cherwell Asset Management
Freshservice
7.8

ITSM asset management

Cherwell Asset Management
Freshservice
8.5
Configuration mangement
Cherwell Asset Management
Freshservice
8.9
Asset management dashboard
Cherwell Asset Management
Freshservice
8.3
Policy and contract enforcement
Cherwell Asset Management
Freshservice
8.4

Change management

Cherwell Asset Management
Freshservice
8.7
Change requests repository
Cherwell Asset Management
Freshservice
8.6
Change calendar
Cherwell Asset Management
Freshservice
8.7
Service-level management
Cherwell Asset Management
Freshservice
9.0

Pros

Cherwell Asset Management

  • Automation
  • Integrating with other systems
  • Full control over how ITSM platform is set up and used
Justin Brown | TrustRadius Reviewer

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Cons

Cherwell Asset Management

  • Reporting module
  • Knowledge base searching
Justin Brown | TrustRadius Reviewer

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Likelihood to Renew

Cherwell Asset Management

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Usability

Cherwell Asset Management

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Support Rating

Cherwell Asset Management

Cherwell Asset Management 8.2
Based on 2 answers
Cherwell support has been excellent! Always available to take our emails and calls and get back to us quickly.
Justin Brown | TrustRadius Reviewer

Freshservice

Freshservice 9.9
Based on 12 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cherwell Asset Management

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cherwell Asset Management

No answers on this topic

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Return on Investment

Cherwell Asset Management

  • Consolidated other systems into a single platform
Justin Brown | TrustRadius Reviewer

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Screenshots

Pricing Details

Cherwell Asset Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cherwell Asset Management Editions & Modules

Additional Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cherwell Asset Management
7.3
Freshservice
9.3

Likelihood to Renew

Cherwell Asset Management
Freshservice
9.1

Usability

Cherwell Asset Management
Freshservice
8.9

Support Rating

Cherwell Asset Management
8.2
Freshservice
9.9

Implementation Rating

Cherwell Asset Management
Freshservice
8.2

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