What users are saying about
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 6 reviews and ratings
Top Rated
85 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 85 reviews and ratings
Feature Set Ratings
Incident and problem management

Cherwell Asset Management
Feature Set Not Supported
N/A

7.8
Freshservice
78%
Freshservice ranks higher in 7/7 features
Freshservice ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings

8.9
89%
47 Ratings
Expert directory

N/A
0 Ratings

6.4
64%
37 Ratings
Service restoration

N/A
0 Ratings

7.3
73%
30 Ratings
Self-service tools

N/A
0 Ratings

8.4
84%
45 Ratings
Subscription-based notifications

N/A
0 Ratings

7.9
79%
38 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

8.0
80%
41 Ratings
ITSM reports and dashboards

N/A
0 Ratings

7.6
76%
40 Ratings
ITSM asset management

Cherwell Asset Management
Feature Set Not Supported
N/A

7.8
Freshservice
78%
Freshservice ranks higher in 3/3 features
Freshservice ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings

8.6
86%
39 Ratings
Asset management dashboard

N/A
0 Ratings

7.8
78%
41 Ratings
Policy and contract enforcement

N/A
0 Ratings

6.9
69%
31 Ratings
Change management

Cherwell Asset Management
Feature Set Not Supported
N/A

8.1
Freshservice
81%
Freshservice ranks higher in 3/3 features
Freshservice ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings

8.4
84%
38 Ratings
Change calendar

N/A
0 Ratings

7.5
75%
33 Ratings
Service-level management

N/A
0 Ratings

8.3
83%
38 Ratings
Attribute Ratings
- Freshservice is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend

8.0
Cherwell Asset Management
80%
2 Ratings

8.6
Freshservice
86%
48 Ratings
Likelihood to Renew

Cherwell Asset Management
N/A
0 Ratings

9.1
Freshservice
91%
1 Rating
Usability

Cherwell Asset Management
N/A
0 Ratings

9.0
Freshservice
90%
5 Ratings
Support Rating

8.2
Cherwell Asset Management
82%
2 Ratings

10.0
Freshservice
100%
14 Ratings
Implementation Rating

Cherwell Asset Management
N/A
0 Ratings

8.2
Freshservice
82%
1 Rating
Likelihood to Recommend
Cherwell Asset Management
For small industries, it can prove to be a better solution as Cherwell offers comparatively affordable costs for small organizations. But for larger companies, there are many other solutions available in the market that are less complex and offer a variety of additional features. It can be a little complex to use because of its high configuration.
Presales Executive
Corporate Infotech Pvt LtdInformation Technology & Services, 1001-5000 employees
Freshservice
If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
IT Security Manager
Paraco Gas CorporationOil & Energy, 501-1000 employees
Pros
Cherwell Asset Management
- Automation
- Integrating with other systems
- Full control over how ITSM platform is set up and used
Business Process Analyst III
WEXFinancial Services, 1001-5000 employees
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.
Help Desk Manager
Trine UniversityHigher Education, 201-500 employees
Cons
Cherwell Asset Management
- Very costly licenses.
- Requires comparatively high amount of configuration.
- Comparatively complex to use other solutions available in market.
Presales Executive
Corporate Infotech Pvt LtdInformation Technology & Services, 1001-5000 employees
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
Sr. System Engineer
Keesing Media Group B.V.Publishing, 201-500 employees
Pricing Details
Cherwell Asset Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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
Starting Price
$19 Per Month Per User
Freshservice Editions & Modules
Edition
Starter | $19.001 |
---|---|
Growth | $49.001 |
Pro | $89.001 |
- Per Month Per User
Additional Pricing Details
—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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesUsability
Cherwell Asset Management
No score
No answers yet
No answers on this topic
Freshservice
Freshservice 9.0
Based on 5 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.

Verified User
Manager in Information Technology
Higher Education Company, 51-200 employeesSupport 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.
Business Process Analyst III
WEXFinancial Services, 1001-5000 employees
Freshservice
Freshservice 10.0
Based on 14 answers
I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.

Verified User
Administrator in Information Technology
Banking Company, 201-500 employeesImplementation 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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesAlternatives Considered
Cherwell Asset Management
Cherwell Asset Management is a quite known and affordable solution for Asset management for organizations where there are more than 800-1000 users as it provides a complete integrated solution. There are many additional features that are available in Cherwell which is not available in other solution, like tracking of cost, management of procurement, etc.
Presales Executive
Corporate Infotech Pvt LtdInformation Technology & Services, 1001-5000 employees
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.
Student Health Business Systems Analyst / IT Operations
UC MercedHealth, Wellness and Fitness, 11-50 employees
Return on Investment
Cherwell Asset Management
- Consolidated other systems into a single platform
Business Process Analyst III
WEXFinancial Services, 1001-5000 employees
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.
Assistant Director of IT
Greenville CollegeHigher Education, 201-500 employees