What users are saying about
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Top Rated
97 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
7 Ratings
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Score 10 out of 100

Feature Set Ratings

  • JitBit Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.7

Cherwell Service Management

87%
10.0

JitBit Help Desk

100%
JitBit Help Desk ranks higher in 5/9 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
10.0
100%
3 Ratings

Expert directory

8.2
82%
36 Ratings
N/A
0 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
10.0
100%
2 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

9.3
93%
45 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
3 Ratings

Ticket response

N/A
0 Ratings
10.0
100%
3 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%

JitBit Help Desk

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%

JitBit Help Desk

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
8.0

JitBit Help Desk

80%
JitBit Help Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.0
80%
1 Rating

Internal knowledge base

N/A
0 Ratings
8.0
80%
3 Ratings

Multi-Channel Help

Cherwell Service Management

Feature Set Not Supported
N/A
9.5

JitBit Help Desk

95%
JitBit Help Desk ranks higher in 3/3 features

Customer portal

N/A
0 Ratings
9.7
97%
2 Ratings

Email support

N/A
0 Ratings
9.9
99%
2 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • JitBit Help Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
10.0

JitBit Help Desk

100%
3 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings

JitBit Help Desk

N/A
0 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings

JitBit Help Desk

N/A
0 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings

JitBit Help Desk

N/A
0 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings

JitBit Help Desk

N/A
0 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings

JitBit Help Desk

N/A
0 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

JitBit Help Desk

If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
Kenneth Hess | 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

JitBit Help Desk

  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
Anonymous | 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

JitBit Help Desk

  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
Curtis Ness | 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

JitBit Help Desk

General

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

Starting Price

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

JitBit Help Desk

No score
No answers yet
No answers on this topic

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

JitBit Help Desk

No score
No answers yet
No answers on this topic

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

JitBit Help Desk

No score
No answers yet
No answers on this topic

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

JitBit Help Desk

No score
No answers yet
No answers on this topic

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

JitBit Help Desk

We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
Kenneth Hess | 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

JitBit Help Desk

  • Allowed us to blow up the amount of employees we had in our company.
  • Created accountability between teams, which reduced bickering and finger pointing.
  • Brought light to blind spots in work flow.
  • Every, EVERY, hand off is fast, clear and understood between employees... It's great.
Anonymous | TrustRadius Reviewer

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