# Compare Cherwell Service Management vs Freshservice 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Freshservice and Cherwell Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/121158-132997/Cherwell-Software-vs-Freshservice

---

# Freshservice vs Cherwell Service Management Features and Cost Comparison

Last updated March 23rd, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

FreshserviceCherwell Service Management2/4 selected

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

[## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting Price

$29.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.6

Customer Service

4.5

Reviews Sentiment

Based on [683 reviews](#user-reviews)

Positive

644

Neutral

30

Negative

9

[## Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Starting Price

$189.00/month

Value-for-Money

4.4

Functionality

4.4

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [166 reviews](#user-reviews)

Positive

142

Neutral

16

Negative

8

## Summary

* * *

Features in IT Ticketing Systems Software

Best performer

39 / 41

Only Freshservice

-   Access Controls/Permissions
-   Activity Tracking
-   AI Copilot

29 / 41

User satisfaction

User satisfaction

4.5

User reviews[683](https://www.capterra.com/p/132997/Freshservice/reviews/)

Ease of use

4.6

Functionality

4.3

Value for money

4.4

Customer support

4.5

User satisfaction

4.3

User reviews[166](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Ease of use

4.2

Functionality

4.4

Value for money

4.4

Customer support

4.3

Price starts from

Price starts from

$29Per User, Per Month

-   Free version
-   Free trial

Price starts from

$189Per Feature, Per Month

-   Free version
-   Free trial

Best for

Best for

Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform.

Best for

Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.

## User reviews

Pros & cons

NO

Nathalie O.

Scrum Master IT

> "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

AC

Ariel C.

Technical Support Analyst

> "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices,..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443)

Praphul Kumar P.

Tech lead sr System Admin

> "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

DV

David V.

Customer Supoort Manager

> "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459)

LB

Lucas B.

IT Service Desk Analyst

> "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

LB

Lucas B.

IT Service Desk Analyst

> "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

BC

Brendan C.

Senior Solutions Engineer

> "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567)

MD

Mark D.

Director of Operations

> "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent...."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783)

Stefan D.

Senior IT Tehnician

> "User-friendly interface, efficient ticket management, strong automation, and helpful integrations that streamline IT support tasks and improve team..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113038)

CY

Chandresh Y.

AVP-IT

> "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478)

CT

Cameron T.

IT Service Desk Analyst

> "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565)

JC

Josh C.

Help Desk and System Admin

> "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621)

SD

Stefan D.

Senior System Analyst

> "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427)

BM

Bruno M.

VP IT

> "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

DF

Dominique F.

Systems Administrator

> "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

LS

Lumo S.

Systems Analyst

> "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779)

RM

Rakesh M.

Senior IT Infra Executive

> "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673)

MS

Matt S.

Systems Administrator

> "The lack of customizability for certain things, such as templates."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559)

TE

Trajkovi E.

Principal Analyst

> "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803)

JC

Johnny C.

Support Engineer

> "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568)

ARS

Abdul Rehman S.

Director Information Technology - Service Delivery and Engineering

> "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062)

MO

Mark O.

Head of Managed Services

> "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

MM

Mahesh M.

IT Security Engineer

> "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

TG

Taylor G.

Head of Product

> "New accounts can easily get locked if API usage is high."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052)

AB

Aimé B.

Skol Brewery Limited

> "Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029)

BF

Brandon F.

Service Desk Supervisor

> "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159)

BC

Brayden C.

IT

> "Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113396)

CK

Chris K.

Senior Director Global Ops and Support

> "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527)

EW

Evelyn W.

IT Assistant

> "Reports page lets you drag widgets, build charts fast, and the change‑calendar puts planned work neat on timeline"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6803820)

JS

Jeremy S.

IT Project Manager

> "Some bugs that cause annoying alerts to be generated."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

NO

Nathalie O.

Scrum Master IT

> "For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

BM

Bruno M.

VP IT

> "I am unable to get a support person when having a question or needing help configuring."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

MS

Mike S.

Sr. Application Analyst

> "Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082166)

SB

Shivraj B.

IT MANAGER

> "Agent responses are not coming while exporting the tickets."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

Praphul Kumar P.

Tech lead sr System Admin

> "Task and workflow management are strong, allowing me to streamline processes across different teams effectively."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

MO

Mark O.

Head of Managed Services

> "The available licensing is not as flexible as other tools."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

AM

Akil M.

Asst. Manager

> "The platform makes it easier to manage workloads, track issues, and ensure accountability across the team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7119075)

JB

Joe B.

Desktop Support Engineer

> "Unfortunately, due to this, I haven't been able to get my managers to purchase it."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

DF

Dominique F.

Systems Administrator

> "Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

EJ

Elvin J.

IT Manager

> "Category set up is always a tedious task, but not due to Freshservice."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661)

FA

Frank A.

Digital Services Manager

> "The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082306)

JF

Javier F.

Partners Responsible

> "Reporting features could be more robust, and it lacks some advanced customization options."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6508286)

CC

Christian C.

IT Specialist

> "On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086042)

NB

Norman B.

Director Technology Strategy at TELUS

> "For small teams, some options may feel too advanced and are not always used."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7014939)

Stefan D.

Senior IT Tehnician

> "Positive experience; Freshservice simplifies IT service management, improves organization, and helps teams handle support requests more efficiently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113038)

JB

Joe B.

Desktop Support Engineer

> "Sometimes I don't want to contact support..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

DF

Dominique F.

Systems Administrator

> "It has improved accountability, response tracking, and overall service delivery within our IT department."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

PM

Phillip M.

ICT Support Officer

> "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___5013674)

JYM

Jean-Yves M.

IT Manager

> "Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources,..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7085074)

MLL

Mei Leng L.

Business Analyst

> "The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4985992)

Anida P.

Graphic designer

> "The interface is intuitive, which helps streamline my daily workflow as a graphic designer."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115614)

GP

Gabriel P.

It service manager

> "After being a client for years they are not open to negotiating license costs."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6839838)

JM

Jorge M.

IT COORDINATOR

> "It has clearly improved how support requests are handled and has made IT service management more structured and efficient."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079561)

TW

Tim W.

IT

> "Not good for inventory management, missing some features"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6622023)

NO

Nathalie O.

Scrum Master IT

> "Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

BD

Benjamin D.

Integration lead

> "Lack of integration with some of our other applications."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500)

KB

Kenny B.

VP, IT

> "We can now better manage problems, requests, inventory, and change management which were tough initially."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111452)

JTP

Joria Tolitz P.

IT Service Desk Administrator

> "We could not create a custom place holder that we can use on canned responses, workflow, etc."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4979836)

JS

Jeremy S.

IT Project Manager

> "Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

VR

Verified Reviewer

Solutions Architect

> "It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4723638)

SB

Shivraj B.

IT MANAGER

> "I’ve made many customizations based on our business requirements, which have been very beneficial for our company."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

KS

Karthic S.

IT Officer

> "account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4993763)

SD

Stefan D.

Senior IT Tehnician

> "It streamlined support workflows, improved response times, and made daily IT operations much easier to manage."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901)

SO

Seun O.

Snr System Analyst & Integrator

> "the inability to register certificates and certain operational activity"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4980044)

NE

Niels E.

IT Coordinator

> "The tool fits the needs of our organization, and allows our IT department to work efficiently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7097203)

NG

Navaneeth G.

Associate Manager - IT

> "The customization options can be a bit overwhelming, especially for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4973777)

AL

Alexander L.

Senior Systems Administrator

> "Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649)

SA

Samuel A.

Software

> "Steep initial setup, complex rules management, and occasional performance hiccups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4825510)

MM

Mahesh M.

IT Security Engineer

> "The platform also integrates well with other tools, which helps maintain better visibility across IT operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

MK

Micah K.

network administrator apprentice

> "mobile app doesn't have the same versatility the web version has, should be updated more frequently."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4873004)

MP

Mili P.

Data Analyst-DBA

> "We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7100483)

Sarah H.

System Administrator

> "I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3586871)

MM

Mahesh M.

IT Security Engineer

> "It provides a reliable ITSM platform that simplifies incident management processes."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

RP

Ron P.

Systems Administrator

> "The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3865912)

LS

Lumo S.

Systems Analyst

> "Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779)

YH

Youssef H.

disagner

> "I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4573432)

CY

Chandresh Y.

AVP-IT

> "It empowers IT teams to be more efficient without drowning them in complexity a rare combination in ITSM platforms."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478)

GC

Geoff C.

Director of Information Services

> "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151)

NT

Nate T.

Sr SysAdmin

> "great, we use it everyday and it also integrates with our cloud apps and slack chat well."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7117883)

OB

Olly B.

Senior IT Operations Specialist

> "Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3984900)

[View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/)

NO

Nneka O.

Epic Technical Analyst

> "Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6669226)

CC

Cosmin C.

Senior IT Auditor

> "Reporting is not very user friendly."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6665497)

Amit B.

System Developer

> "Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3786892)

AF

Abby F.

Sr. Solutions Center Analyst

> "It's not very intuitive on the admin side."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#SoftwareAdvice___3534752)

VR

Verified Reviewer

HelpDesk II

> "This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2793536)

CA

Clayton A.

Student Technology Assistant

> "I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

VR

Verified Reviewer

Director of IT Support

> "Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2783896)

VR

Verified Reviewer

Applications Administrator

> "Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2860512)

MF

Maizy F.

Music Director

> "It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. "

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3546060)

VR

Verified Reviewer

IT

> "It was a major challenge configuring it to our needs."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2981793)

André L.

Systems Administrator

> "Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3139081)

Mark D.

Director of Operations & Data Management

> "Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

CA

Clayton A.

Student Technology Assistant

> "We have the ability now to easily keep an eye on all service requests from any client at any time."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

Mark D.

Director of Operations & Data Management

> "The interface is clunky at best and unusable at worst."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "There is simply too much going on within the cases screen itself."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

[View Reviews](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

## User interface

4.53 (683)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)

4.33 (166)

### Features

Freshservice

Top features

39/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/132997/Freshservice/#features)

Cherwell Service Management

29/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/121158/Cherwell-Software/#features)

### Recognition

No recognitions have been awarded to Freshservice

No recognitions have been awarded to Cherwell Service Management

### Deployment & support

Freshservice

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Cherwell Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Freshservice

-   By Freshworks
-   Located in United States
-   Founded in 2011

Cherwell Service Management

-   By Cherwell Software
-   Located in United States
-   Founded in 2004

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