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Cherwell Service Management vs Pulseway: Which is a better fit?

Updated on February 2nd, 2025
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Summary
Features in IT Ticketing Systems
27
Best performer
39
  • Automated Routing
  • Change Management
  • Customizable Forms
26
39
  • Access Controls/Permissions
  • Activity Tracking
  • Help Desk Management
User satisfaction
4.3
User reviews167
Ease of use
4.2
Functionality
4.4
Value for money
4.4
Customer support
4.3
4.7
User reviews306
Ease of use
4.7
Functionality
4.5
Value for money
4.7
Customer support
4.7
Price starts from
Monthly subscription
Free version
Free trial
Monthly subscription
Free version
Free trial
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.

Pulseway primarily targets IT professionals, managed service providers (MSPs), and businesses with IT infrastructure that require remote monitoring and management (RMM) solutions.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
No video reviews yet
Bryan W
IT Specialist
5.0

Bryan W.: My name is Bryan. I'm an IT specialist over at Shopper Approved. We've got about just under 50 employees. I give Pulseway an overall rating of five stars. Before Pulseway, I was using Action1. The problems with Action1, it was an early product. It was lacking some features that a more mature product offers. Pulseway gave me those tools, better remote support and better reporting, various other features like that. The biggest reason we went with Pulseway is price. I looked at several other competitors, and Pulseway offered the best price for what we got. And it gave us third-party patching. It gave us a great remote tool that offered remote file transfer. They have a network discovery feature in there, so I can use it to automatically look for new devices, things like that. Yeah, getting started with Pulseway, they gave me a trial, if I remember correctly, and using that trial, I was able to sort of test things out beforehand. And then, once we decided on the product, they were able to take that trial environment and just turn it into the full one, so I didn't have to do any additional setup. But they did give us additional onboarding, so if you didn't do the trial or didn't set up anything, they'll help you and walk you through setting it up. The agent's super easy to install. You can deploy it across the whole fleet if you needed to. It even has Active Directory Discovery, so if it's connected to a domain, it can just install it that way. If you're looking at getting Pulseway, I would just make sure you do look at other competitors. If there's something that you can't afford, there are definitely better products that offer more features or better robust features for a higher price. So, if price isn't an issue, it may not be a bad idea to look elsewhere. But if you are trying to find something on the budget side, Pulseway is a great place to start. They offer lots of add-ons, lots of integrations. Do know that the product is owned by Kaseya. Some people may not care for that. But that's [inaudible 00:02:35].

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Cherwell Service Management

Top Features
27/39
  • Access Controls/Permissions
  • Activity Tracking
  • Automated Responses
  • Customizable Templates
  • Help Desk Management
  • IT Asset Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Language
  • Prioritization
  • Search
  • Service Reporting
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • API
  • Asset Lifecycle Management
  • Automated Routing
  • Change Management
  • Collaboration Tools
  • Configurable Workflow
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Incident Management
  • Knowledge Base Management
  • Problem Management
  • Release Management
  • Reporting/Analytics
  • Reporting & Statistics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Third-Party Integrations
  • Workflow Management
See All features
Hide IT Ticketing Systems Software Features -

Pulseway

26/39
Show IT Ticketing Systems Software Features +
Cherwell Service Management
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • 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
Pulseway
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • 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
  • By Cherwell Software
  • Located in United States
  • Founded in 2004
Pulseway
  • By MMSOFT Design
  • Located in Ireland
  • Founded in 2011
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