Cherwell Service Management vs. Vision Helpdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management
Score 7.4 out of 10
N/A
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.N/A
Vision Helpdesk
Score 9.5 out of 10
Small Businesses (1-50 employees)
Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals, chat, phone, and API. Satellite Help Desk Software - A multi-company/brand/product help desk software that allows users to manage support for multiple companies in place.…
$8
per month
Pricing
Cherwell Service ManagementVision Helpdesk
Editions & Modules
No answers on this topic
Starter Help Desk
$8
per month per seat
Starter Help Desk
$12
per month per seat
Pro Help Desk
$16
per month per seat
Satellite Help Desk
$20
per month per seat
Pro Help Desk
$20
per month per seat
Satellite Help Desk
$24
per month per seat
Pro Service Desk
$24
per month per seat
Pro Service Desk
$32
per month per seat
Ent Service Desk
$32
per month per seat
Ent Service Desk
$48
per month per seat
Offerings
Pricing Offerings
Cherwell Service ManagementVision Helpdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Cherwell Service ManagementVision Helpdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management
9.8
53 Ratings
18% above category average
Vision Helpdesk
6.8
3 Ratings
15% below category average
Organize and prioritize service tickets10.052 Ratings8.03 Ratings
Expert directory9.741 Ratings00 Ratings
Service restoration9.935 Ratings00 Ratings
Self-service tools9.951 Ratings00 Ratings
Subscription-based notifications9.638 Ratings8.03 Ratings
ITSM collaboration and documentation9.748 Ratings00 Ratings
ITSM reports and dashboards9.851 Ratings00 Ratings
Ticket creation and submission00 Ratings6.03 Ratings
Ticket response00 Ratings5.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management
9.8
44 Ratings
17% above category average
Vision Helpdesk
-
Ratings
Configuration mangement9.842 Ratings00 Ratings
Asset management dashboard9.841 Ratings00 Ratings
Policy and contract enforcement9.831 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management
9.9
50 Ratings
16% above category average
Vision Helpdesk
-
Ratings
Change requests repository9.948 Ratings00 Ratings
Change calendar9.944 Ratings00 Ratings
Service-level management9.945 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cherwell Service Management
-
Ratings
Vision Helpdesk
5.0
2 Ratings
43% below category average
External knowledge base00 Ratings5.02 Ratings
Internal knowledge base00 Ratings5.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cherwell Service Management
-
Ratings
Vision Helpdesk
7.0
3 Ratings
9% below category average
Customer portal00 Ratings8.03 Ratings
Social integration00 Ratings7.03 Ratings
Email support00 Ratings6.03 Ratings
Help Desk CRM integration00 Ratings7.01 Ratings
Best Alternatives
Cherwell Service ManagementVision Helpdesk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.3 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service ManagementVision Helpdesk
Likelihood to Recommend
9.7
(57 ratings)
5.0
(4 ratings)
Likelihood to Renew
10.0
(13 ratings)
9.1
(1 ratings)
Usability
8.7
(5 ratings)
8.2
(1 ratings)
Availability
8.2
(3 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
6.8
(16 ratings)
6.0
(2 ratings)
In-Person Training
8.8
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(3 ratings)
9.1
(1 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service ManagementVision Helpdesk
Likelihood to Recommend
Ivanti
Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
Read full review
Vision Helpdesk
I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.
Read full review
Pros
Ivanti
  • 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.
Read full review
Vision Helpdesk
  • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
  • Good-looking, with good visualisation and usability dashboard.
  • Ticket transfer between support users, comments, ticket printing.
  • The best price and functionality, comparing to other help desks.
  • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
Read full review
Cons
Ivanti
  • 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.
Read full review
Vision Helpdesk
  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Read full review
Likelihood to Renew
Ivanti
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
Read full review
Vision Helpdesk
For us it's really best solution.
Read full review
Usability
Ivanti
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
Read full review
Vision Helpdesk
Really simple, good-looking interface, many features and customizations
Read full review
Reliability and Availability
Ivanti
Almost always available, with exception for a handful of outages due to infrastructure related issues
Read full review
Vision Helpdesk
No answers on this topic
Performance
Ivanti
The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
Read full review
Vision Helpdesk
No answers on this topic
Support Rating
Ivanti
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.
Read full review
Vision Helpdesk
Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
Read full review
In-Person Training
Ivanti
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
Read full review
Vision Helpdesk
No answers on this topic
Online Training
Ivanti
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
Read full review
Vision Helpdesk
No answers on this topic
Implementation Rating
Ivanti
Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
Read full review
Vision Helpdesk
No answers on this topic
Alternatives Considered
Ivanti
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.
Read full review
Vision Helpdesk
Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.
Read full review
Contract Terms and Pricing Model
Ivanti
We have had great contracts with Cherwell and love the concurrent licensing model
Read full review
Vision Helpdesk
No answers on this topic
Scalability
Ivanti
We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
Read full review
Vision Helpdesk
No answers on this topic
Professional Services
Ivanti
As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
Read full review
Vision Helpdesk
No answers on this topic
Return on Investment
Ivanti
  • 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.
Read full review
Vision Helpdesk
  • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
  • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
  • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
Read full review
ScreenShots

Vision Helpdesk Screenshots

Screenshot of Vision Helpdesk's - Satellite/ Multi Company Help DeskScreenshot of Vision Helpdesk's - ITSM Service Desk SoftwareScreenshot of Vision Helpdesk's - Live Chat SoftwareScreenshot of Vision Helpdesk's - Help Desk Software