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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
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • SolarWinds Web Help Desk (WHD) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.7

Cherwell Service Management

87%
9.1

SolarWinds Web Help Desk (WHD)

91%
Cherwell Service Management ranks higher in 5/9 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
8.6
86%
19 Ratings

Expert directory

8.2
82%
36 Ratings
9.2
92%
13 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
8.7
87%
17 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
7.9
79%
14 Ratings

ITSM reports and dashboards

9.3
93%
45 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.9
89%
9 Ratings

Ticket response

N/A
0 Ratings
9.0
90%
9 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%

SolarWinds Web Help Desk (WHD)

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%

SolarWinds Web Help Desk (WHD)

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

9.7
97%
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
7.5

SolarWinds Web Help Desk (WHD)

75%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.1
71%
6 Ratings

Internal knowledge base

N/A
0 Ratings
7.9
79%
8 Ratings

Multi-Channel Help

Cherwell Service Management

Feature Set Not Supported
N/A
8.6

SolarWinds Web Help Desk (WHD)

86%
SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features

Customer portal

N/A
0 Ratings
7.6
76%
8 Ratings

Social integration

N/A
0 Ratings
9.9
99%
4 Ratings

Email support

N/A
0 Ratings
8.8
88%
9 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • Cherwell Service Management is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 4 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 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

SolarWinds Web Help Desk (WHD)

SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Margaret Auld-Louie | 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

SolarWinds Web Help Desk (WHD)

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Eric Krueger | 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

SolarWinds Web Help Desk (WHD)

  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Robert Pfau | 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

SolarWinds Web Help Desk (WHD)

General

Free Trial
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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 10.0
Based on 4 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 10.0
Based on 3 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 10.0
Based on 9 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | 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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 10.0
Based on 4 answers
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
John Mahlman IV | 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

SolarWinds Web Help Desk (WHD)

  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
Jennifer Aguilar | TrustRadius Reviewer

Screenshots

Cherwell Service Management

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