What users are saying about
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Top Rated
1723 Ratings
81 Ratings
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Score 7.7 out of 100

Trello

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Top Rated
1723 Ratings
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Score 8.5 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

Trello

Trello is great for tracking the progress of projects that have specific completion dates or tasks that must be finished in specific orders. We've used it for fundraising projects and event planning, not to mention planning of specific work projects. Trello's flexibility makes it so easy to set up and share new boards with interested parties.
Jill Nimmer-Beres | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Project Management

Cherwell Service Management
Trello
7.7
Task Management
Cherwell Service Management
Trello
8.9
Resource Management
Cherwell Service Management
Trello
7.6
Gantt Charts
Cherwell Service Management
Trello
7.0
Scheduling
Cherwell Service Management
Trello
7.8
Workflow Automation
Cherwell Service Management
Trello
7.2
Team Collaboration
Cherwell Service Management
Trello
8.7
Support for Agile Methodology
Cherwell Service Management
Trello
8.2
Support for Waterfall Methodology
Cherwell Service Management
Trello
7.4
Document Management
Cherwell Service Management
Trello
7.3
Email integration
Cherwell Service Management
Trello
7.5
Mobile Access
Cherwell Service Management
Trello
8.2
Timesheet Tracking
Cherwell Service Management
Trello
7.4
Change request and Case Management
Cherwell Service Management
Trello
7.5
Budget and Expense Management
Cherwell Service Management
Trello
7.3

Professional Services Automation

Cherwell Service Management
Trello
8.0
Quotes/estimates
Cherwell Service Management
Trello
7.6
Invoicing
Cherwell Service Management
Trello
8.2
Project & financial reporting
Cherwell Service Management
Trello
8.0
Integration with accounting software
Cherwell Service Management
Trello
8.3

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

Trello

  • Easy color categorization of the "Cards" (which can represent anything from projects to tasks)
  • Ease of use overall - you can divide work into columns and move it from column to column depending on status
  • You can create multiple boards, which are spaces to store tasks (for different work contexts, or even private boards)
  • You can easily share boards with another person
  • You can easily assign tasks (Cards) to persons
  • You can store information in cards, like files and short format text
Wilbert Kramer | 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

Trello

  • Swim Lanes - they are nonexistent. There is a third-party tool to add them but it's buggy as all get out
  • View - I am not sure how to do it but I really wish I didn't have to pick between viewing all cards with no detail or one with all detail. Maybe the ability to collapse and expand?
  • Integrations - It would be amazing if I could easily pop action items from Gmail over to Trello, but right now I can only copy text or upload screenshot attachments.
Sarah Meerschaert | 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

Trello

Trello 10.0
Based on 3 answers
I am very likely to renew Trello, because it doesn't cost anything to do so. I am also very likely to use Trello's upgraded features in the future because a lot of my team's data is stored on there and they have already gotten used to the platform. Trello is very easy for new team members to pick up, making the onboarding and usability very streamlined.
Sahr Saffa | 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

Trello

Trello 8.5
Based on 44 answers
Overall, Trello is a great tool to use. It's very user-friendly, very powerful and we've set it up to work well for our team. I've recommended it to others who need something free or very cheap and it's worked well for them too. If you're wanting something with more muscle, then I'd suggest looking at either monday.com or Airtable.
Jared DeLong | 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

Trello

Trello 8.1
Based on 161 answers
I have never needed to contact Trello's customer support team. For the most part, the app is pretty self-explanatory. I have used their help center and find it really useful, particularly their Getting Started guides, which cover everything from general information to feature deep dives and best practices. The help center is available in six different languages and the Trello Community is there to answer questions along with Trello Support.
Elissa Bernstein | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

No score
No answers yet
No answers on this topic

Trello

Trello 9.0
Based on 2 answers
For our small business, getting a few of us started well on Trello was the key, I think. As long as a couple of us were really comfortable with the interface, we could lead others and help them with any questions. From now on, anyone who works with us just naturally uses Trello for information sharing - it's just part of what we do.
Raylene Wall | 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

Trello

I would say Trello is very well suited for my team's needs as we are relatively small in size but frequently scale up based on the project's size and needs. We tend to use it at a basic level for organizing internal tasks and to-dos, but also develop large complicated boards when need be. It doesn't seem like other systems (like Basecamp) scale very well and really require a more consistent type of workload to make the best use of them.
Joel McAfee | 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

Trello

  • Trello helps me maintain visibility into what my international teams are doing - even if we can't be in the same room together, we can be on the same board together.
  • Trello helps us manage WIP so as to reduce the amount of things we are trying to do simultaneously.
  • (Negative) Our teams often use Trello as a crutch for traditional communication - instead assuming people will detect changes on the board on their own.
Anonymous | 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

Trello

General

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

Trello Editions & Modules

Edition
FreeForever Free
Business Class12.502
Enterprise17.502
  1. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
Trello
8.7

Likelihood to Renew

Cherwell Service Management
8.5
Trello
10.0

Usability

Cherwell Service Management
8.0
Trello
8.5

Reliability and Availability

Cherwell Service Management
9.0
Trello

Support Rating

Cherwell Service Management
8.6
Trello
8.1

Implementation Rating

Cherwell Service Management
Trello
9.0

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