What users are saying about
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474 Ratings
81 Ratings
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Score 7.7 out of 100

Smartsheet

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474 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Cherwell Service Management

Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to
Jane Updegraff | TrustRadius Reviewer

Smartsheet

[Smartsheet] empowers me to digitally plan the process, excuse
practically, and report on work on an analytics basis which results in more insights
of processes, innovative and creative approach for the solutions, and better business
outcomes and results which help organizations to grow more.
Elizabeth Mason | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
Smartsheet
Organize and prioritize service tickets
Cherwell Service Management
8.7
Smartsheet
Expert directory
Cherwell Service Management
8.3
Smartsheet
Service restoration
Cherwell Service Management
8.0
Smartsheet
Self-service tools
Cherwell Service Management
8.5
Smartsheet
Subscription-based notifications
Cherwell Service Management
8.1
Smartsheet
ITSM collaboration and documentation
Cherwell Service Management
8.4
Smartsheet
ITSM reports and dashboards
Cherwell Service Management
8.8
Smartsheet

ITSM asset management

Cherwell Service Management
8.3
Smartsheet
Configuration mangement
Cherwell Service Management
8.3
Smartsheet
Asset management dashboard
Cherwell Service Management
8.7
Smartsheet
Policy and contract enforcement
Cherwell Service Management
8.1
Smartsheet

Change management

Cherwell Service Management
8.6
Smartsheet
Change requests repository
Cherwell Service Management
8.4
Smartsheet
Change calendar
Cherwell Service Management
8.6
Smartsheet
Service-level management
Cherwell Service Management
8.7
Smartsheet

Project Management

Cherwell Service Management
Smartsheet
8.2
Task Management
Cherwell Service Management
Smartsheet
8.7
Resource Management
Cherwell Service Management
Smartsheet
7.8
Gantt Charts
Cherwell Service Management
Smartsheet
8.6
Scheduling
Cherwell Service Management
Smartsheet
8.4
Workflow Automation
Cherwell Service Management
Smartsheet
8.0
Team Collaboration
Cherwell Service Management
Smartsheet
8.7
Support for Agile Methodology
Cherwell Service Management
Smartsheet
8.0
Support for Waterfall Methodology
Cherwell Service Management
Smartsheet
8.3
Document Management
Cherwell Service Management
Smartsheet
7.9
Email integration
Cherwell Service Management
Smartsheet
8.2
Mobile Access
Cherwell Service Management
Smartsheet
8.0
Timesheet Tracking
Cherwell Service Management
Smartsheet
8.5
Change request and Case Management
Cherwell Service Management
Smartsheet
7.9
Budget and Expense Management
Cherwell Service Management
Smartsheet
8.1

Professional Services Automation

Cherwell Service Management
Smartsheet
8.2
Quotes/estimates
Cherwell Service Management
Smartsheet
7.7
Invoicing
Cherwell Service Management
Smartsheet
8.1
Project & financial reporting
Cherwell Service Management
Smartsheet
8.2
Integration with accounting software
Cherwell Service Management
Smartsheet
8.6

Pros

Cherwell Service Management

  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
David Crawford | TrustRadius Reviewer

Smartsheet

  • The easy to use dashboard has enabled us get comprehensive view of projects across the entire business.
  • It has streamlined internal communication with ease of sharing information across different teams.
  • Smartsheet automates our workflows, enhances collaboration and ensures there are no data silos.
  • I like that it saves time for us and ensures we spend less time switching between apps.
Gloria Musuli | TrustRadius Reviewer

Cons

Cherwell Service Management

  • Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
  • Sometimes I will see an error pop up when copying text but it can easily be closed
  • Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Robbie Speers | TrustRadius Reviewer

Smartsheet

  • Smartsheet set up is similar to Excel, yet when you upload an Excel file, things like conditional formatting are lost. Smartsheet has its own conditional formatting, and you have to reinstate the rules. It would be great if those would apply automatically once a file is uploaded
  • Some Smartsheet management and access rules can take some tweaking to work properly. This may be a case of offering more info to admins so they can apply these better and with more efficiency
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cherwell Service Management

Cherwell Service Management 8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
Anonymous | TrustRadius Reviewer

Smartsheet

Smartsheet 10.0
Based on 23 answers
It definitely meets our needs as far as organizing and archiving our tasks and files. As we train more staff to view it, I see opportunities for more improvement, which I am sure this program can handle. I look forward to seeing continued improvement from Smartsheet on their capabilities and functionality.
Courtney Barringer | TrustRadius Reviewer

Usability

Cherwell Service Management

Cherwell Service Management 8.0
Based on 1 answer
Cherwell Service Managment is a really good tool because it allows us to create tickets in the app, from the web, or from emails.
Michał Sabat | TrustRadius Reviewer

Smartsheet

Smartsheet 8.6
Based on 13 answers
Smartsheet is very easy to learn. However, while I have been able to pick it easily, Microsoft Excel and Project super users that I have trained on Smartsheet get bogged down in the differences and can find it frustrating. Explaining the differences ahead of time and why Smartsheet is being chosen instead of a different software seems to counteract those reactions
Meghan M. Prentiss | TrustRadius Reviewer

Support Rating

Cherwell Service Management

Cherwell Service Management 8.6
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

Smartsheet

Smartsheet 8.2
Based on 96 answers
I give this rating because it fills a niche in the market. MS Project scares many away from proper task management but there are limited tools our there, especially cloud-based that are mobile-friendly. Smartsheet fills this market gap, especially for small to medium-sized businesses. IT is not fair to compare it to MS Project, but fairer to see what gaps it fills.
Jesse Bickel | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

No score
No answers yet
No answers on this topic

Smartsheet

Smartsheet 10.0
Based on 18 answers
It's absolutely paramount to take a few minutes to actually play with the software. It's nearly impossible to do anything wrong or make a mistake which cannot be fixed easily. Under the help menu is Live Training option. After you familiarize yourself with the commands, watch the live training for some in depth understanding of how to make the software fit your needs perfectly.
Stephanie Carpenter | TrustRadius Reviewer

Alternatives Considered

Cherwell Service Management

CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
Michael J Mandeville | TrustRadius Reviewer

Smartsheet

Jira and Redmine are much more robust and technologically advanced project management solutions. I enjoy using either when managing a very large project. However, I prefer to use Smartsheet for my smaller to medium sized projects. As for Google Drive - I would say that Google sheets and Smartsheet are almost identical in my opinion when it comes to functionality. Personally I prefer to manage smaller projects via Google Drive, but it is a personal preference!
Anonymous | TrustRadius Reviewer

Return on Investment

Cherwell Service Management

  • Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.
  • Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.
  • Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.
Brandon Joseph | TrustRadius Reviewer

Smartsheet

  • Monitoring workflow has reduced wastage of time which has helped company a lot of meeting review time
  • ability to have multiple people edit a document saves 100s of hours
  • Monitoring the progress for a planning Engineer like me is useful and saves extra efforts
Hunain Ahmed | TrustRadius Reviewer

Pricing Details

Cherwell Service Management

General

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

Cherwell Service Management Editions & Modules

Additional Pricing Details

Smartsheet

General

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

Smartsheet Editions & Modules

Edition
Individual$141
Business$252
EnterpriseContact Sales
PremierContact Sales
  1. Per Month
  2. Per User / Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
Smartsheet
8.6

Likelihood to Renew

Cherwell Service Management
8.5
Smartsheet
10.0

Usability

Cherwell Service Management
8.0
Smartsheet
8.6

Reliability and Availability

Cherwell Service Management
9.0
Smartsheet

Performance

Cherwell Service Management
Smartsheet
10.0

Support Rating

Cherwell Service Management
8.6
Smartsheet
8.2

Online Training

Cherwell Service Management
Smartsheet
7.0

Implementation Rating

Cherwell Service Management
Smartsheet
10.0

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