# Cherwell Service Management Software Reviews, Demo & Pricing - 2026 > Review of Cherwell Service Management Software: system overview, features, price and cost information. Get free demos and compare to similar programs. Source: https://www.softwareadvice.com/crm/cherwell-service-management-profile --- [Home](https://www.softwareadvice.com/) / [Knowledge Base Software](https://www.softwareadvice.com/crm/knowledge-base-comparison/) / Cherwell Service Management Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/crm/cherwell-service-management-profile/reviews/)[Alternatives](https://www.softwareadvice.com/crm/cherwell-service-management-profile/alternatives/) # Cherwell Service Management 2026: Benefits, Features & Pricing Wondering if Cherwell Service Management is right for your organization? Our Knowledge Base Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - User Reviews - Popular Comparisons ## Overview Cherwell Service Management 4.3 [(166)](https://www.softwareadvice.com/crm/cherwell-service-management-profile/reviews/) Pricing Starting at $189.00 per month ### About Cherwell Service Management Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes. The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management. Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines. Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment. Support is available via email, phone and through webinars and Cherwell’s online community. Wondering if Cherwell Service Management is right for your organization? Our Knowledge Base Software selection experts can help you in 15 minutes or less. ## Cherwell Service Management User Interface ## Popular Cherwell Service Management Alternatives Main Product Cherwell Service Management 4.3 [(166)](https://www.softwareadvice.com/crm/cherwell-service-management-profile/reviews/) Ratings Breakdown - 4.22Ease of use - 4.40Value for money - 4.28Customer support - 4.35Functionality Pricing Starting at $189.00 per month Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.5 [(733)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.58Ease of use - 4.43Value for money - 4.56Customer support - 4.33Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3444)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.7 [(1786)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Ratings Breakdown - 4.57Ease of use - 4.64Value for money - 4.69Customer support - 4.57Functionality Pricing Starting at $15.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4080)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) 4.5 [(520)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/) Ratings Breakdown - 4.47Ease of use - 4.54Value for money - 4.51Customer support - 4.47Functionality Pricing Available upon request Get Price ## Cherwell Service Management Pricing and Plans Starting price: $189.00 per month Free Trial Free Version Basic $189.00 per feature, per month No plan information available Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## Cherwell Service Management Features - Popular features found in Knowledge Base Feedback Management Multi-Language Rich Text Editor Self Service Portal - More features of Cherwell Service Management Activity Dashboard Alerts/Escalation Alerts/Notifications API Asset Lifecycle Management Asset Tracking Assignment Management Audit Management Automated Routing Availability Management Budgeting/Forecasting Change Management Chat/Messaging Client Portal Collaboration Tools Compliance Tracking Configurable Workflow Configuration Management Contract/License Management Cost Tracking Customizable Branding Customizable Fields Customizable Forms Customizable Reports Dashboard Dashboard Creation Data Import/Export Data Visualization Drag & Drop Email Management Incident Management Inventory Management IT Asset Management Knowledge Base Management Knowledge Management Maintenance Management Milestone Tracking Monitoring Performance Metrics Portfolio Management Problem Management Procurement Management Project Management Project Planning Real-Time Updates Release Management Reporting/Analytics Reporting & Statistics Requirements Management Requisition Management Resource Management Search Service Catalog Service Level Agreement (SLA) Management Status Tracking Supplier Management Support Ticket Management Support Ticket Tracking Task Management Third-Party Integrations Time & Expense Tracking Widgets Workflow Management WYSIWYG Editor ## Cherwell Service Management Integrations Nagios XI Integration rated undefined from -1 review Microsoft Outlook Integration rated undefined from -1 review Webex Suite Integration rated undefined from -1 review Microsoft SharePoint Integration rated undefined from -1 review Network Performance Monitor Integration rated undefined from -1 review Twitter/X Integration rated undefined from -1 review See all 14 integrations ## Cherwell Service Management User Reviews Overall Rating 4.3 Ratings Breakdown 5 53% 4 33% 3 10% 2 4% 1 1% Secondary Ratings Ease of Use 4.2 Value for money 4.4 Customer support 4.3 Functionality 4.4 George A. Verified reviewer Higher Education 1001-5000 employees Used daily for more than 2 years Review source Reviewed October 2019 Cherwell is Great 5 Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 Functionality Pros: Ease of administration and support when issues arise Cons: Many options. Difficult to decide where to go next Read More VR Verified Reviewer Financial Services 501-1000 employees Used daily for more than 2 years Review source Reviewed May 2021 An all-in one service management package that works but has issues 4 Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. 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. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.) Ratings Breakdown 3 Ease of use 2 Customer support 4 Functionality Pros: While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc. Cons: Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.) Read More AG Austin G. Verified reviewer Financial Services 501-1000 employees Used daily for less than 6 months Review source Reviewed June 2019 Highly customizable but watch for bugs 4 Previously 5 In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive. Ratings Breakdown 4 Ease of use Previously 5 4 Value for money 3 Customer support 4 Functionality Previously 5 Pros: Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge. Cons: There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation. Read More CT Cliff T. Verified reviewer Consumer Services 51-200 employees Used daily for less than 2 years Review source Reviewed March 2019 High level of accurateness and flexibility 4 Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require. Ratings Breakdown 5 Ease of use 4 Value for money 4 Customer support 5 Functionality Pros: The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities. Cons: The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version. Read More VR Verified Reviewer Higher Education 51-200 employees Used daily for more than 2 years Review source Reviewed February 2019 Cherwell Ticketing Software 5 Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time. Ratings Breakdown 4 Ease of use 4 Value for money 5 Customer support 5 Functionality Pros: Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature. Cons: The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager. Read More VR Verified Reviewer Food & Beverages 1001-5000 employees Used daily for more than 2 years Review source Reviewed May 2020 Excellent help desk product 4 I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible. To search for an extended call, the tool has quick and well-designed consultation screens. I also manage the process changes using the tool. Ratings Breakdown 3 Ease of use 3 Value for money 5 Customer support 3 Functionality Pros: The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst. Cons: When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better. Read More VR Verified Reviewer Broadcast Media 501-1000 employees Used daily for more than 2 years Review source Reviewed July 2021 Cherwell and its uses... 3 Ratings Breakdown 2 Ease of use 4 Functionality Pros: Configurability. It is highly configurable. Cons: The complexity to configure it. It was a major challenge configuring it to our needs. Read More VR Verified Reviewer Consumer Goods 1001-5000 employees Used daily for less than 2 years Review source Reviewed February 2018 Cherwell was decent but with too much customization it become cumbersome and clumsy. 3 The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible. Ratings Breakdown 4 Ease of use 4 Value for money 3 Customer support 5 Functionality Pros: Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization. Cons: Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy. Read More VR Verified Reviewer Information Technology and Services 501-1000 employees Used daily for less than 2 years Review source Reviewed September 2019 Requires alot of cutomization 2 Software needs a lot of backend work and creates more issues then it resolves. Ratings Breakdown 1 Ease of use 1 Functionality Pros: User limitation and liscensing. Lots of flexibility in reporting and searching. Cons: Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless. Reasons for switching to Cherwell Service Management Software was no longer supported Read More Brian D. Verified reviewer Information Technology and Services 2-10 employees Used daily for less than 6 months Review source Reviewed September 2018 Decent ticketing system 5 Ratings Breakdown 5 Ease of use 5 Functionality Pros: Very straight forward to use. Haven't noticed any issues Cons: No negatives at the moment. I will update review if any are found Read More Showing 1 - 10 of 166 Reviews [See All Reviews](https://www.softwareadvice.com/crm/cherwell-service-management-profile/reviews/) ## Cherwell Service Management Popular Comparisons [Freshservice vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/freshservice/)[Freshdesk vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/freshdesk/)[LiveAgent vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/liveagent/)[Zendesk Suite vs Cherwell Service Management](https://www.softwareadvice.com/compare/6396-cherwell-service-management/vs/26892-Zendesk/)[SysAid vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/sysaid-it-crm/)[Zoho Desk vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/zoho-desk/)[JIRA Service Management vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/jira-service-management/)[ManageEngine ServiceDesk Plus vs Cherwell Service Management](https://www.softwareadvice.com/crm/cherwell-service-management-profile/vs/manageengine-servicedesk-plus/)[Dynamics 365 vs Cherwell Service Management](https://www.softwareadvice.com/compare/6396-cherwell-service-management/vs/106335-Dynamics-365/) [Compare All Alternatives](https://www.softwareadvice.com/crm/cherwell-service-management-profile/alternatives/) ## Other Top Recommended Knowledge Base Software [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/) **4.4** (18785) Recently recommended **122** times [Rock Solid](https://www.softwareadvice.com/crm/rock-solid-profile/) **0.0** (0) Recently recommended **36** times [SalesNOW](https://www.softwareadvice.com/marketing/salesnow-profile/) **4.6** (81) Recently recommended **33** times [Document360](https://www.softwareadvice.com/crm/document360-profile/) **4.7** (292) Recently recommended **30** times Stuck Between Options? Our experts can help you compare Cherwell Service Management with other top options, so you can find the best fit for your needs. ## See what companies are saying about Software Advice