What users are saying about
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Top Rated
97 Ratings
Top Rated
331 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
Top Rated
331 Ratings
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Score 7.8 out of 100

Feature Set Ratings

  • Cherwell Service Management ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.7

Cherwell Service Management

87%
7.9

ConnectWise Manage

79%
Cherwell Service Management ranks higher in 7/9 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
8.2
82%
79 Ratings

Expert directory

8.2
82%
36 Ratings
7.4
74%
45 Ratings

Service restoration

8.1
81%
29 Ratings
N/A
0 Ratings

Self-service tools

9.0
90%
45 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
33 Ratings
7.5
75%
52 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
8.0
80%
59 Ratings

ITSM reports and dashboards

9.3
93%
45 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
7.9
79%
79 Ratings

Ticket response

N/A
0 Ratings
8.3
83%
78 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%

ConnectWise Manage

Feature Set Not Supported
N/A
Cherwell Service Management ranks higher in 3/3 features

Configuration mangement

9.2
92%
36 Ratings
N/A
0 Ratings

Asset management dashboard

9.2
92%
35 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.7
87%
26 Ratings
N/A
0 Ratings

Change management

9.5

Cherwell Service Management

95%

ConnectWise Manage

Feature Set Not Supported
N/A
Cherwell Service Management ranks higher in 3/3 features

Change requests repository

9.2
92%
42 Ratings
N/A
0 Ratings

Change calendar

9.6
96%
38 Ratings
N/A
0 Ratings

Service-level management

9.6
96%
39 Ratings
N/A
0 Ratings

Self Help Community

Cherwell Service Management

Feature Set Not Supported
N/A
7.8

ConnectWise Manage

78%
ConnectWise Manage ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.4
84%
60 Ratings

Internal knowledge base

N/A
0 Ratings
7.2
72%
70 Ratings

Multi-Channel Help

Cherwell Service Management

Feature Set Not Supported
N/A
7.7

ConnectWise Manage

77%
ConnectWise Manage ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.3
73%
71 Ratings

IVR

N/A
0 Ratings
8.9
89%
18 Ratings

Social integration

N/A
0 Ratings
7.1
71%
25 Ratings

Email support

N/A
0 Ratings
7.9
79%
71 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.3
73%
67 Ratings

Attribute Ratings

  • Cherwell Service Management is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating, Implementation Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
7.1

ConnectWise Manage

71%
111 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings
4.7

ConnectWise Manage

47%
26 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings
5.7

ConnectWise Manage

57%
25 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings
8.0

ConnectWise Manage

80%
7 Ratings

Performance

Cherwell Service Management

N/A
0 Ratings
1.0

ConnectWise Manage

10%
13 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
4.7

ConnectWise Manage

47%
32 Ratings

Online Training

Cherwell Service Management

N/A
0 Ratings
5.0

ConnectWise Manage

50%
8 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings
1.0

ConnectWise Manage

10%
8 Ratings

Product Scalability

Cherwell Service Management

N/A
0 Ratings
1.0

ConnectWise Manage

10%
7 Ratings

Likelihood to Recommend

Cherwell Service Management

Cherwell is a well-rounded product that can really be utilized as far as one's imagination can stretch. I've used the product in both a corporate and medical environment, where the tool was used for vastly different reasons (i.e., ITSM, business & retail functions, vs hospital orderlies & medical equipment tracking in a CMDB, etc.). Cherwell is so versatile that you can really use it to develop any workflow or process that is unique to your line of business - there are more than enough functions and tools available within Cherwell to effectively manage any enterprise solution your organization needs. The major drawback of flexibility is supportability. Given that you can essentially develop anything you want (content-wise) in Cherwell, it can quickly become highly complex and difficult to support by anyone other than the original developer. Documentation is key (F-spec & T-spec especially!) when developing larger solutions in Cherwell.
Anonymous | TrustRadius Reviewer

ConnectWise Manage

I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.
Anonymous | TrustRadius Reviewer

Pros

Cherwell Service Management

  • Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
  • Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
Jane Updegraff | TrustRadius Reviewer

ConnectWise Manage

  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Alissa Levanway | TrustRadius Reviewer

Cons

Cherwell Service Management

  • Cherwell lacks modern UI capabilities such as responsive forms and CSS styling for web portals.
  • Built-in reporting engine is hard to use and resource intensive to run.
  • No patching model for small platform fixes, must upgrade to receive platform code changes.
Megan Hartz | TrustRadius Reviewer

ConnectWise Manage

  • I will say the calendar option needs a little bit of work.
  • A calendar that looks more like lets say a Google Calendar would a nice feature.
  • Better Knowledge base section.
  • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
  • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
  • A better layout for reporting would also be something good to have.
  • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
John Trevino | TrustRadius Reviewer

Pricing Details

Cherwell Service Management

General

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

Starting Price

Cherwell Service Management Editions & Modules

Additional Pricing Details

ConnectWise Manage

General

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

Starting Price

$35 Per Tech Per Month

ConnectWise Manage Editions & Modules

Edition
Subscription$35.001
  1. Per Tech Per Month
Additional Pricing Details

Likelihood to Renew

Cherwell Service Management

Cherwell Service Management 8.3
Based on 10 answers
So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.
Anonymous | TrustRadius Reviewer

ConnectWise Manage

ConnectWise Manage 4.7
Based on 26 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins | TrustRadius Reviewer

Usability

Cherwell Service Management

Cherwell Service Management 7.2
Based on 3 answers
It is a product that can be heavily customised. We have many dashboards to suit different user roles that you can drill down to extract the information you require. Within our organisation there are a lot of expert end-users who produce these dashboards and short-cuts. An in-house development team to review requests and roll them out into the live environment should also be considered. The development role does not need to be a full-time just needs somebody with suitable expertise.
Anonymous | TrustRadius Reviewer

ConnectWise Manage

ConnectWise Manage 5.7
Based on 25 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen | TrustRadius Reviewer

Reliability and Availability

Cherwell Service Management

Cherwell Service Management 9.0
Based on 4 answers
No answer on this topic is available.

ConnectWise Manage

ConnectWise Manage 8.0
Based on 7 answers
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
Farrell Lusher | TrustRadius Reviewer

Performance

Cherwell Service Management

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 1.0
Based on 13 answers
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
David Pavuk | TrustRadius Reviewer

Support Rating

Cherwell Service Management

Cherwell Service Management 8.8
Based on 27 answers
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
Zachary Louis | TrustRadius Reviewer

ConnectWise Manage

ConnectWise Manage 4.7
Based on 32 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney | TrustRadius Reviewer

Online Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 5.0
Based on 8 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

Cherwell Service Management 7.7
Based on 2 answers
We had access to the old system that Cherwell replaced. Some things were difficult to find in the beginning but it was a learning curve that got easier after a few days.
Anonymous | TrustRadius Reviewer

ConnectWise Manage

ConnectWise Manage 1.0
Based on 8 answers
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
Charlie Meyer | TrustRadius Reviewer

Alternatives Considered

Cherwell Service Management

Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
Aidan Wick | TrustRadius Reviewer

ConnectWise Manage

We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
Daren Anderson, MSIS | TrustRadius Reviewer

Scalability

Cherwell Service Management

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 1.0
Based on 7 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague | TrustRadius Reviewer

Return on Investment

Cherwell Service Management

  • As with any standard ticketing system, it helped decrease the time before first contact with clients.
  • Our department was always concerned with keeping a low budget, and it was cheaper than most.
  • My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
David Crawford | TrustRadius Reviewer

ConnectWise Manage

  • At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
  • The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
Daryn O'Shea | TrustRadius Reviewer

Screenshots

Cherwell Service Management

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