Cherwell Service Management [EOL] vs Freshservice comparison

Ivanti and Freshworks are both solutions in the Help Desk Software category. Ivanti is ranked #29, while Freshworks is ranked #7 with an average rating of 8.2. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

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Executive SummaryUpdated on Aug 11, 2026

Cherwell Service Management [EOL] and Freshservice are competing IT service management solutions. Freshservice appears to have the upper hand due to its modern cloud-based features and integration capabilities, appealing to organizations seeking scalability and flexibility.

Features: Cherwell Service Management [EOL] focuses on customization with adaptable workflows, drag-and-drop capabilities, and extensive personalization. Freshservice offers automation, AI-powered workflows, and third-party integrations for enhanced efficiency and smooth operation.

Room for Improvement: Cherwell requires modernization, expanded cloud capabilities, and streamlined deployment processes. More intuitive user interfaces would also benefit Cherwell. Freshservice can improve its customization options, enhance offline access, and provide more detailed reporting features for complex environments.

Ease of Deployment and Customer Service: Freshservice's cloud-based deployment model facilitates easy setup and maintenance with minimal IT intervention, supported by responsive customer service. Cherwell’s on-premise deployment involves complexity, requiring dedicated IT resources and leading to an extended initial deployment phase.

Pricing and ROI: Cherwell has higher initial costs due to its on-premise model, affecting ROI negatively if not managed well. Freshservice's subscription-based pricing results in manageable costs, offering a favorable ROI. Freshservice’s cost-effectiveness and scalable pricing plans especially benefit growing organizations.

To learn more, read our detailed Help Desk Software Report (Updated: August 2026).

Buyer's Guide

Help Desk Software

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Scalability is one of the best things about most of the RPA bots. Once you create one, scalability is just about multiplying them."

"I like all of the features, especially the MetaBot, REST API, and SAP DLL."

"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."

"It has reduced the number of full-time employees."

"With the help of these features, we can automatically fetch data from invoices and websites, which is followed by the automated data entry into the webpage and ERP system."

"The most valuable feature is its ease of development; it's pretty easy for people who don't have a tech background to use and is one of the easiest tools for them to use."

"I consider the verification station very useful because it allows you to quickly check if the data extracted are correct or if you need to change the process."

"Pulling data from web pages using Object Cloning has been an absolute delight."

More Automation Anywhere pros

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

"We use the solution every day and quite extensively."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

More Cherwell Service Management [EOL] pros

"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."

"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"The solution has been stable."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

More Freshservice pros

Cons

"Automation Anywhere's frequent updates are unnecessary and disruptive."

"As a developer, I find Automation Anywhere's bot editor riddled with minor workflow issues that hinder productivity."

"The schedule queue needs improvement. When one task fails, everything else gets stuck, requiring manual intervention to clear the problematic schedule and trigger the other tasks."

"It would be nice to have the IQ Bots integrated with the Enterprise Edition without requiring extra licenses. That would be great."

"The price is a little high and could be reduced."

"They sell every different functionality in too many separate packages, making the procurement process complicated as it requires paying additional licensing for more features."

"A standardized improvement area for any RPA tool is making it more user-friendly. This can be done by allowing users to give instructions in their language. For example, one should be able to say in his or her language to automate the login page of the XYZ application. It should be able to create a flow based on the information or screenshots that the user provides."

"We've struggled with some of the new features Automation Anywhere added in the latest version. For example, they added a new OpenAI package, but it took a while for me to find it in the actions menu."

More Automation Anywhere cons

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"The solution could be more user-friendly."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"Agile delivery should be supported."

"The stability, specifically in the on-premises deployment model, could be improved."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The support from the actual manufacturer is poor."

More Cherwell Service Management [EOL] cons

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"I experienced some delay in response time for non-function critical queries."

"Not integrated with Google."

"The analytics could be better."

"It's hard to interact directly with the users themselves."

"You can't implement a complicated delivery workflow."

"They're not very good at technical support."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

More Freshservice cons

Pricing and Cost Advice

"The product’s pricing is reasonable."

"We have seen ROI in terms of cost and time with a couple of our projects."

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"Automation Anywhere University is pretty good. They make it available free for everyone."

"There is an annual subscription for Automation Anywhere."

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."

"Time-wise: We have saved hundreds of thousands of hours."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"Freshservice price is competitive, it is not more than other solutions on the market."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"Compared to other tools, Freshservice is affordable."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The pricing is reasonable."

"We're basically paying about $100 USD per agent per month."

"The price of Freshservice could improve, it is expensive."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

11%

Construction Company

10%

Construction Company

11%

Comms Service Provider

10%

Healthcare Company

Outsourcing Company

Construction Company

11%

Manufacturing Company

10%

University

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Comparisons

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Compared 12% of the time

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

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ServiceNow vs Cherwell Service Management [EOL]

Compared 15% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 13% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management [EOL]

Compared 4% of the time

Clarity SM vs Cherwell Service Management [EOL]

Compared 3% of the time

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ServiceNow vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Flint

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Freshworks

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: August 2026.

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