Cherwell Asset Management vs Freshservice

Likelihood to Recommend

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.

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Justin Brown

Business Process Analyst III

WEXFinancial Services, 1001-5000 employees

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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.

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Verified User

Team Lead in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Feature Rating Comparison

Cherwell Asset Management

Freshservice

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Cherwell Asset Management

Freshservice

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Cherwell Asset Management

Freshservice

Change requests repository

Change calendar

Service-level management

Pros

Automation
Integrating with other systems
Full control over how ITSM platform is set up and used

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Justin Brown

Business Process Analyst III

WEXFinancial Services, 1001-5000 employees

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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.

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John Cilla

Help Desk Manager

Trine UniversityHigher Education, 201-500 employees

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Cons

Reporting module
Knowledge base searching

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Justin Brown

Business Process Analyst III

WEXFinancial Services, 1001-5000 employees

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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

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Rob Buurman

Sr. System Engineer

Keesing Media Group B.V.Publishing, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

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Support Rating

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.

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Justin Brown

Business Process Analyst III

WEXFinancial Services, 1001-5000 employees

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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.

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Verified User

Professional in Information Technology

Health, Wellness and Fitness Company, 1001-5000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Verified User

Supervisor in Information Technology

Media Production Company, 1001-5000 employees

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Alternatives Considered

No answers on this topic

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.

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Mark Kosier

Student Health Business Systems Analyst / IT Operations

UC MercedHealth, Wellness and Fitness, 11-50 employees

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Return on Investment

Consolidated other systems into a single platform

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Justin Brown

Business Process Analyst III

WEXFinancial Services, 1001-5000 employees

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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.

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Rick Murphy

Assistant Director of IT

Greenville CollegeHigher Education, 201-500 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cherwell Asset Management Editions & Modules

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Additional Pricing Details

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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

Per Month Per User

Additional Pricing Details

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Rating Summary

Cherwell Asset Management

Freshservice

Cherwell Asset Management

Freshservice

Cherwell Asset Management

Freshservice

Cherwell Asset Management

Freshservice

Cherwell Asset Management

Freshservice

Likelihood to Recommend