# Cherwell Service Management Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Cherwell Service Management Software - reviews, pricing plans, popular comparisons to other Knowledge Base products and more. Source: https://www.capterra.com/p/121158/Cherwell-Software --- # Cherwell Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Cherwell Service Management ## What is Cherwell Service Management? Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwells flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk. ## What is Cherwell Service Management used for? [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Asset Management](https://www.capterra.com/it-asset-management-software/)[ITSM](https://www.capterra.com/itsm-software/) Top alternative Featured Overall rating Based on 166 user reviews Reviews sentiment Positive 86% Neutral 10% Negative 5% Starting price $189 Per Feature, Per Month Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Cherwell Service Management?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.cherwell.com&name=Cherwell Service Management) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Cherwell Service Management 4.3 (166) VS. [4.5 (3,412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $189 Per Feature, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (165) Ease Of Use 4.5 (3,351) Value For Money 4.4 (143) Value For Money 4.4 (2,739) Customer Service 4.3 (144) Customer Service 4.5 (2,924) ## Cherwell Service Management alternatives [4.5 (689)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,076)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (513)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/121158/Cherwell-Software/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Reporting/Analytics 3.6 (8) 25.00% of 8 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Support Ticket Management 4.3 (7) 85.71% of 7 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Task Management 3.7 (7) 42.86% of 7 reviewers that rated this feature as important or highly important Create, manage and track all task activities and progression Incident Management 3.8 (6) 83.33% of 6 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Support Ticket Tracking 4.0 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Track the status of support tickets/escalations as they move through the service queue Knowledge Base Management 3.6 (5) 20.00% of 5 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Cherwell Service Management 66 features Dashboard to view the status of ongoing processes, identify current incidents and track past activities System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws Tickets are automatically assigned to specific agents based on predefined rules Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Create budgets based on historical data and future projections Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system Private online space that lets businesses securely share documents and provide information access to clients Provides a channel for team members to share media files, communicate, and work together Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Process to track, record, and analyze expenses that occurred over the entire duration of a given project Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Graphical representation of data Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Manage and track all disruptions and incidents Track and manage inventory levels to maintain proper supply Managing inventories and tracking changes to hardware and software configurations Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Manage, maintain and track the performance of assets and equipment Monitor task progress and planned accomplishments to better manage project status Observe and track the demand, usage, progress or quality of a system, product, or user A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Overview of all programs that help compare initiatives, align projects with strategic goals and identify risk Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Organize and schedule projects Receive system updates as soon as any changes are made Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Enables creation, management, and tracking of product requirements & features during product production/development Review, approve and cancel requests for goods/services to be purchased Process of planning, scheduling and executing the optimal and effective use of human capital across projects Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Log and record hours worked and costs spent to assist in billing and invoicing An extended application or connector that enables users to perform additional services with their current set of tools Create, design and manage workflows for repetitive tasks What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface Get Advice We can help you find the software with the features you need. Features 4.4 (165) 4.4 Based on 165 reviews ## Pricing Value for money 4.4 (143) Free Version Basic $189.00 Per Feature,Per Month Value for money 4.4 (143) 4.4 Based on 143 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Webex Suite](https://www.capterra.com/p/237272/Webex/)[ Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/)[ Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[ Microsoft Azure](https://www.capterra.com/p/16365/Azure/)[ Twitter/X](https://www.capterra.com/p/214056/Twitter/)[ JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[ Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (144) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (144) 4.3 Based on 144 reviews ## User reviews Overall rating 4.3 Based on 166 reviews Filter by rating 5(88) 4(54) 3(16) 2(7) 1(1) Mentioned topic Sorted by most recent JP Jennifer P. Sr. Auditor Accounting ### "Cherwell User" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 January 30, 2025 Pros A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc. Cons There is not really a good way to track the ticket when it is submitted and does not alert you by email of the status. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. NO Nneka O. Epic Technical Analyst Health, Wellness and Fitness ### "Cherwell is an Efficient Service Management Tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 January 26, 2025 Overall, I've had a good experience with Cherwell. Using it efficiently was definitely a learning curve, particularly when transitioning from the previous service management platform. Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell. Pros The feature I like most about Cherwell is it's workflow management feature for IT change controls. This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization. Cons Sometimes, when documenting closing comments for a service request, Cherwell times out, and I have to document the comment again. Switched from [ServeManager](https://www.capterra.com/p/153037/ServeManager/) I'm not sure why the switch was made. This decision was made by leaders in Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CC Cosmin C. Senior IT Auditor Insurance ### "Cherwell User" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 22, 2025 User, I query Cherwell for specific condition tickets, reporting. Pros Easiness to search for tickets by name, number, etc Cons Reporting is not very user friendly. Printing a ticket does not capture attachments. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) IT Management decision to switch to Cherwell. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HR Hector R. Lider de Soporte TI Hospitality ### "cherwell ITSM la mejor herramienta " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 26, 2024 nos parecio una de las mejores herramientas para poder llevar el control de nuestros incidentes y requerimientos, y control de cambios. Pros me encanta ya que puedes configurarlo como tu quieres a tus ideas, lo que otras herramientas no dejan modificar hasta cierto nivel. Cons que se requiere un expertis amplio para poder generar desarrollos Switched from [iTOP](https://www.capterra.com/p/163429/ITOP/) como hubo cambio de director y como mejora se implementó esta nueva herramienta. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JP Jesus P. IT MANAGER Food Production ### "colioman" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 September 27, 2023 Pros It is a tool that allows me to know the productivity of my staff, follow up on all support requests in the company Cons Existe poca información para usar el software. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Amit B. System Developer Hospital & Health Care ### "Cherwell - A Good Service Management Tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 August 26, 2022 Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts. Pros Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which works well for day to day tasks. Cons We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Alex N. Systems Administrator Information Technology and Services ### "Feature rich and customizable" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 3, 2022 Pros Very much aligned with ITIL which is what our company is focused and built around. Cons Can be clucky at times, but that can be fixed with better customization. Switched from [CA Service Desk Manager](https://www.capterra.com/p/145590/CA-Service-Desk-Manager/) ITIL focused Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MF Maizy F. Music Director Religious Institutions ### "Enterprise-Level Ticketing System" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 May 29, 2022 I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool. Pros Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets. Cons When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AF Abby F. Sr. Solutions Center Analyst Education Management ### "Cherwell is ok" 2.0 Overall Rating 2.0 2.0 Ease of Use 3.0 3.0 Features 2.0 2.0 Customer Service 2.0 2.0 Likelihood to Recommend 4/10 May 23, 2022 Pros I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too. Cons It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Andre L. Systems Administrator Chemicals ### "A good and reliable ticket management system" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 8, 2021 Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company. Pros It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team. Cons Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/121158/Cherwell-Software/reviews/) Popular comparisons [Freshdesk vs Cherwell Service Management](https://www.capterra.com/compare/121158-124981/Cherwell-Software-vs-Freshdesk)[Freshservice vs Cherwell Service Management](https://www.capterra.com/compare/121158-132997/Cherwell-Software-vs-Freshservice)[LiveAgent vs Cherwell Service Management](https://www.capterra.com/compare/102188-121158/LiveAgent-vs-Cherwell-Software)[Zendesk Suite vs Cherwell Service Management](https://www.capterra.com/compare/121158-164283/Cherwell-Software-vs-Zendesk)[Zoho Desk vs Cherwell Service Management](https://www.capterra.com/compare/121158-169505/Cherwell-Software-vs-Zoho-Desk)[SysAid vs Cherwell Service Management](https://www.capterra.com/compare/107225-121158/SysAid-vs-Cherwell-Software)[JIRA Service Management vs Cherwell Service Management](https://www.capterra.com/compare/121158-227102/Cherwell-Software-vs-JIRA-Service-Management)[ManageEngine ServiceDesk Plus vs Cherwell Service Management](https://www.capterra.com/compare/121158-179501/Cherwell-Software-vs-ManageEngine-Service-Desk-Plus)[Zoho CRM vs Cherwell Service Management](https://www.capterra.com/compare/121158-155928/Cherwell-Software-vs-Zoho-CRM) [Dynamics 365 vs Cherwell Service Management](https://www.capterra.com/compare/121158-157279/Cherwell-Software-vs-Dynamics-365)[ServiceNow Customer Service Management vs Cherwell Service Management](https://www.capterra.com/compare/121158-225960/Cherwell-Software-vs-ServiceNow-Customer-Service-Management)[Agile CRM vs Cherwell Service Management](https://www.capterra.com/compare/121158-135148/Cherwell-Software-vs-Agile-CRM)[Bitrix24 vs Cherwell Service Management](https://www.capterra.com/compare/113540-121158/Bitrix24-vs-Cherwell-Software)[TeamSupport vs Cherwell Service Management](https://www.capterra.com/compare/87908-121158/TeamSupport-vs-Cherwell-Software)[Issuetrak vs Cherwell Service Management](https://www.capterra.com/compare/16499-121158/Issuetrak-vs-Cherwell-Software)[Salesforce Service Cloud vs Cherwell Service Management](https://www.capterra.com/compare/121158-136189/Cherwell-Software-vs-Salesforce)[NetSuite vs Cherwell Service Management](https://www.capterra.com/compare/121158-135757/Cherwell-Software-vs-NetSuite)[Quickbase vs Cherwell Service Management](https://www.capterra.com/compare/121158-157262/Cherwell-Software-vs-QuickBase)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)