What users are saying about
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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
6 Ratings
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Score 5 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%
6.8

Vision Helpdesk

68%
Cherwell Service Management ranks higher in 7/9 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
8.0
80%
3 Ratings

Expert directory

8.2
82%
36 Ratings
N/A
0 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
8.0
80%
3 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
N/A
0 Ratings

ITSM reports and dashboards

9.3
93%
45 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
6.0
60%
3 Ratings

Ticket response

N/A
0 Ratings
5.0
50%
3 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%

Vision Helpdesk

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%

Vision Helpdesk

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

9.6
96%
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
5.0

Vision Helpdesk

50%
Vision Helpdesk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Internal knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Multi-Channel Help

Cherwell Service Management

Feature Set Not Supported
N/A
7.0

Vision Helpdesk

70%
Vision Helpdesk ranks higher in 4/4 features

Customer portal

N/A
0 Ratings
8.0
80%
3 Ratings

Social integration

N/A
0 Ratings
7.0
70%
3 Ratings

Email support

N/A
0 Ratings
6.0
60%
3 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Cherwell Service Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Vision Helpdesk is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
5.0

Vision Helpdesk

50%
4 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings
9.1

Vision Helpdesk

91%
1 Rating

Usability

7.2

Cherwell Service Management

72%
3 Ratings
8.2

Vision Helpdesk

82%
1 Rating

Availability

9.0

Cherwell Service Management

90%
4 Ratings

Vision Helpdesk

N/A
0 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
6.0

Vision Helpdesk

60%
4 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings
9.1

Vision Helpdesk

91%
2 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

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.
Lane Edwards | 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

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.
Anonymous | 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

Vision Helpdesk

  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Max F | 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

Cherwell Service Management Editions & Modules

Additional Pricing Details

Vision Helpdesk

General

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

Starting Price

$8 per month

Vision Helpdesk Editions & Modules

On-premise Edition
Starter Help Desk$81
Pro Help Desk$161
Satellite Help Desk$201
Ent Service Desk$321
Pro Service Desk$241
  1. per month per seat
SaaS Edition
Starter Help Desk$121
Satellite Help Desk$241
Pro Service Desk$321
Ent Service Desk$481
Pro Help Desk$201
  1. per month per seat
Additional Pricing Details

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

Vision Helpdesk

Vision Helpdesk 9.1
Based on 1 answer
For us it's really best solution.
Anonymous | 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

Vision Helpdesk

Vision Helpdesk 8.2
Based on 1 answer
Really simple, good-looking interface, many features and customizations
Anonymous | 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

Vision Helpdesk

Vision Helpdesk 6.0
Based on 4 answers
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.
Lane Edwards | 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

Vision Helpdesk

Vision Helpdesk 9.1
Based on 2 answers
No answer on this topic is available.

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

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.
Y Ce | 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

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).
Max F | TrustRadius Reviewer

Screenshots

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