--- 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" publication_date: "2026-11-03" --- # Cherwell Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 3, 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://www.g2.com/products/cherwell-software-cherwell-service-management/claim_requests/new?auto=true) ## 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 (805)](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 (792) Value For Money 4.4 (143) Value For Money 4.4 (713) Customer Service 4.3 (144) Customer Service 4.5 (745) ## Cherwell Service Management alternatives [4.4 (4,116)](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 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 [4.5 (2,216)](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 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month 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/) ## FAQs about Cherwell Service Management Overview ### What problems does Cherwell Service Management solve? Cherwell Service Management solves scattered IT requests, inconsistent change controls, and limited visibility into incident workloads by centralizing tickets, service requests, knowledge, SLAs, and escalation workflows. Service desks, IT operations teams, change managers, and multi-site support organizations benefit from configurable forms, routing, dashboards, reporting, and automated actions that reduce manual follow-up. Answer based on 118 reviews Overview ### Which roles and teams benefit most from Cherwell Service Management? Cherwell Service Management is most used by service desk managers, supervisors, and IT support technicians who manage incidents, service requests, and ticket assignments. IT managers, systems administrators, and database administrators use it to coordinate infrastructure support, while developers and software engineers track application issues, changes, and operational work. 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, which represent 66% of reviewers, especially higher education at 16%. It is designed for service desk professionals at companies supporting 1,000 or more end users, with adoption also in IT services (15%) and health care (9%), primarily 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, routing, search, IT asset management, and widgets. Reviewers frequently discuss configurable workflows, customizable forms and dashboards, incident and change management, SLA management, and self-service portals. One-Step automation and role-based permissions support tailored service desk processes across teams. Answer based on 38 reviews Integrations ### Which third-party tools and platforms does Cherwell Service Management integrate with? Cherwell Service Management integrates with 10 third-party tools, including Jira and JIRA Service Management for IT workflows; Microsoft Azure, Microsoft Outlook, and Microsoft SharePoint for Microsoft environments; and Webex Suite, Avaya Experience Platform, Nagios XI, Oracle Service, and SAP Business One for communications, monitoring, service, and business operations. 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 find everyday ticket work intuitive once users learn the interface, while new or infrequent users may need guidance with busy screens. Administrators and configurators require more time and specific training because implementation and customization involve a steeper 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 representatives, and chat. Users often describe support staff as friendly, helpful, and willing to explain solutions, with strong community resources and training. However, some users report difficulty reaching support, uneven first-level expertise, and documentation gaps. Answer based on 34 reviews Features and Usability ### How well does Cherwell Service Management handle ticket management? Cherwell Service Management organizes, routes, and tracks IT tickets across teams with configurable workflows and SLA tools. Service desk and enterprise IT teams value searchable incident histories, dashboards, templates, and automated assignment, while some users find ticket status alerts, email handling, required fields, and the interface less straightforward than expected. Answer based on 38 reviews Features and Usability ### What features does Cherwell Service Management include? Cherwell Service Management provides broad ITSM functionality, configurable automation, and integrations without requiring extensive coding. IT departments and nontechnical administrators use workflows, portals, dashboards, and change controls across business functions, though the breadth of options can create a learning curve and some browser, search, knowledge, and interface features feel limited. 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 Counts reflect reviews available in this feed. 5(88) 4(54) 3(16) 2(7) 1(1) Mentioned topic Recent reviews first, then most helpful AMIT B. System Developer Used the software for: 1-3 years ### "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 September 13, 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. ET Epic Technical Analyst Epic Technical Analyst Used the software for: 3-5 years ### "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 27, 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. JP Jennifer P. Sr. Auditor Used the software for: 3-5 years ### "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 31, 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. CC Cosmin C. Senior IT Auditor Used the software for: 3-5 years ### "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 23, 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. ST Service Transition Manager Service Transition Manager Used the software for: Less than 1 year ### "Great product with high upside" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 October 7, 2019 Overall the process with Cherwell has been great. The product is fantastic with very few hiccups. Pros This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!). Cons Implementation and additional integrations can be difficult (as with any product). SA Systems Administrator Systems Administrator Used the software for: 3-5 years ### "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 11, 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. IT IT Tech Support Specialist IT Tech Support Specialist Used the software for: 1-3 years ### "Very effective ticketing system" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 26, 2020 Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization Pros Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused Cons Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access. Mark D. Director of Operations & Data Management Used the software for: Less than 1 year ### "Clunky and poor user interface" 2.0 October 6, 2020 Have not enjoyed my experience with this product. The software feels antiquated and out of date. Pros Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet. Cons The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. 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 worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case. AA Applications Analyst Applications Analyst Used the software for: 3-5 years ### "Very cutomizable, and no coding!!" 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 7/10 October 3, 2019 Pros Very customizable, and no coding!! Easy to use Cons It's a bit buggy and there are some quirks that require adjustments TP Technical Publications Support Specialist / PetroWiki Manager Technical Publications Support Specialist / PetroWiki Manager Used the software for: 3-5 years ### "I used Cherwell as a client is enjoyed it" 5.0 July 25, 2018 Pros Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads. Cons Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it. [View all Reviews](https://www.capterra.com/p/121158/Cherwell-Software/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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