What users are saying about
6 Ratings
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Score 8.4 out of 100
Top Rated
85 Ratings
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Score 8.5 out of 100

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

    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

    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

    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.
    Vandana Yadav | TrustRadius Reviewer

    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.
    Sean Muller | TrustRadius Reviewer

    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

    • Very costly licenses.
    • Requires comparatively high amount of configuration.
    • Comparatively complex to use other solutions available in market.
    Vandana Yadav | 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

    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
    1. 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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    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 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.
    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

    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.
    Vandana Yadav | TrustRadius Reviewer

    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

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