--- title: "Cherwell Service Management Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Cherwell Service Management Software - reviews, pricing plans, popular comparisons to other Knowledge Base products and more." source_url: "https://www.capterra.com/p/121158/Cherwell-Software/" page_type: "product" language: "en" --- # Cherwell Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[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 Includes Free Version 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. [4.6 (797)](https://www.capterra.com/p/132997/Freshservice/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 4.6 (784) Value For Money 4.4 (143) Value For Money 4.4 (705) Customer Service 4.3 (144) Customer Service 4.5 (737) ## Cherwell Service Management alternatives [4.5 (3,473)](https://www.capterra.com/p/124981/Freshdesk/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 Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/121158/Cherwell-Software/alternatives/) ## FAQs about Cherwell Service Management Overview ### What problems does Cherwell Service Management solve? Cherwell Service Management solves scattered ticket ownership, slow issue resolution, manual status updates, and limited visibility into incidents, changes, and service requests. IT help desks, service desk managers, and multi-team support organizations use it to centralize cases, automate routing and SLA tracking, customize workflows, and surface real-time dashboards and searchable history. Answer based on 105 reviews Overview ### Which roles and teams benefit most from Cherwell Service Management? Cherwell Service Management is most used by service desk leaders, IT managers, systems administrators, and support analysts who need to manage incidents, service requests, and escalations efficiently. Developers, engineers, DBAs, and business systems teams benefit from its workflow automation, change management, asset tracking, and cross-department service delivery visibility. Answer based on 146 reviews Overview ### What company size and industries is Cherwell Service Management built for? Cherwell Service Management is built for enterprise organizations supporting 1,000+ end-users, with 66% of reviewers from enterprises and 28% from midsize businesses. It serves service desk teams most often in Higher Education (16%), Information Technology and Services (15%), and Hospital & Health Care (9%), commonly for IT ticketing systems. Answer based on 166 reviews Features and Usability ### What are the key features of Cherwell Service Management? Cherwell Service Management includes core ticket management, search, and routing, plus differentiating codeless customization for forms, dashboards, and workflows. Reviewers also highlight incident, problem, and change management, SLA management, self-service portal access, and reporting tools for tracking requests, escalations, and team activity. Answer based on 38 reviews Integrations ### Which third-party tools and platforms does Cherwell Service Management integrate with? Cherwell Service Management integrates with Jira and JIRA Service Management for ticketing, Microsoft Azure, Outlook, and SharePoint for Microsoft environments, plus Webex Suite for communication. It also connects to Avaya Experience Platform, Nagios XI, Oracle Service, SAP Business One, and Twitter/X across service desk and operations workflows. Answer based on 11 reviews Getting Started and Support ### How easy is it to onboard and train a team on Cherwell Service Management? Cherwell Service Management offers in-person training, live online sessions, webinars, documentation, and videos. Reviewers say everyday IT users can learn basic navigation fairly quickly, but new users may find the interface busy at first. Admins and configurators usually need more time and specific training because setup, customization, and implementation have a clear learning curve. Answer based on 12 reviews Getting Started and Support ### What customer support options does Cherwell Service Management offer, and how do users rate the experience? Cherwell Service Management offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as friendly, helpful, and willing to explain issues clearly, with strong training and community resources. Some report difficulty reaching support, uneven frontline expertise, and wanting clearer documentation. Answer based on 34 reviews Features and Usability ### How well does Cherwell Service Management handle ticketing? Cherwell Service Management handles ticketing well for many IT teams with flexible workflows, searchable records, routing, and customizable forms. Help desks and enterprise users often like its incident, change, and request tracking, though some teams find status visibility, notifications, reporting, and the interface harder to manage without training. Answer based on 38 reviews Features and Usability ### What features does Cherwell Service Management offer? Cherwell Service Management offers broad ITSM features, including incident, change, request, workflow, dashboards, portals, automation, and integrations. IT departments, universities, and multi-team organizations often value the configurable, low-code setup, while some users find advanced search, browser limitations, interface quirks, and feature depth harder to learn or troubleshoot. Answer based on 35 reviews ## Features AI summary Based on 2,719 Knowledge Base reviews Capterra data shows that buyers of knowledge base software rank the following features as their top priorities: - **Knowledge Management** (**54%** of reviewers rated this feature as critical) - **Knowledge Base Management** (**56%**) - **Content Management** (**52%**) Cherwell Service Management includes **Knowledge Management** and **Knowledge Base Management**, giving teams a structured way to create, organize, and maintain internal knowledge resources. However, it does not include **Content Management**. Its support for **Knowledge Management** and **Knowledge Base Management** helps businesses keep information accurate and accessible, allowing teams to find answers faster and maintain a more consistent knowledge-sharing process. 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 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 Cherwell Service Management 66 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Budgeting/Forecasting: Create budgets based on historical data and future projections - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Incident Management: Manage and track all disruptions and incidents - Inventory Management: Track and manage inventory levels to maintain proper supply - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Milestone Tracking: Monitor task progress and planned accomplishments to better manage project status - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Portfolio Management: Overview of all programs that help compare initiatives, align projects with strategic goals and identify risk - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Project Planning: Organize and schedule projects - Real-Time Updates: Receive system updates as soon as any changes are made - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requirements Management: Enables creation, management, and tracking of product requirements & features during product production/development - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Management: Process of planning, scheduling and executing the optimal and effective use of human capital across projects - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Status Tracking: Track the status over time for a request, process, asset, or transaction - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Time & Expense Tracking: Log and record hours worked and costs spent to assist in billing and invoicing - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Management: Create, design and manage workflows for repetitive tasks - WYSIWYG Editor: 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. 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. 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