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Top Rated
97 Ratings
Top Rated
239 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
Top Rated
239 Ratings
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Score 8.7 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%
8.5

Spiceworks Help Desk

85%
Cherwell Service Management ranks higher in 7/9 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
8.8
88%
51 Ratings

Expert directory

8.2
82%
36 Ratings
7.6
76%
44 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
8.3
83%
39 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
8.2
82%
42 Ratings

ITSM reports and dashboards

9.3
93%
45 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.1
91%
51 Ratings

Ticket response

N/A
0 Ratings
9.1
91%
50 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%

Spiceworks 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%

Spiceworks 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

9.7
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
8.7

Spiceworks Help Desk

87%
Spiceworks Help Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.9
89%
45 Ratings

Internal knowledge base

N/A
0 Ratings
8.4
84%
45 Ratings

Multi-Channel Help

Cherwell Service Management

Feature Set Not Supported
N/A
7.5

Spiceworks Help Desk

75%
Spiceworks Help Desk ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
8.3
83%
43 Ratings

IVR

N/A
0 Ratings
7.0
70%
9 Ratings

Social integration

N/A
0 Ratings
6.6
66%
25 Ratings

Email support

N/A
0 Ratings
8.7
87%
44 Ratings

Help Desk CRM integration

N/A
0 Ratings
6.9
69%
26 Ratings

Attribute Ratings

  • Cherwell Service Management is rated higher in 1 area: Support Rating
  • Spiceworks Help Desk is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Implementation Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
8.8

Spiceworks Help Desk

88%
80 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings
8.5

Spiceworks Help Desk

85%
8 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

Cherwell Service Management

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Product Scalability

Cherwell Service Management

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

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

Spiceworks Help Desk

It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
Joe Foran | 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

Spiceworks Help Desk

  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
Justin Reslan | 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

Spiceworks Help Desk

  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
Anonymous | 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

Spiceworks Help Desk

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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 29 answers
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
BART HUNTER | 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

Spiceworks Help Desk

Spiceworks Help Desk 8.5
Based on 8 answers
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
Chris Johnson | TrustRadius Reviewer

Reliability and Availability

Cherwell Service Management

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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 answers
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
Patrick Yeager | 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

Spiceworks Help Desk

Spiceworks Help Desk 8.6
Based on 49 answers
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 13 answers
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
Jennifer Metcalf | 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

Spiceworks Help Desk

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
Héctor Aguilar | 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

Spiceworks Help Desk

  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
David Yates | TrustRadius Reviewer

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