Cherwell Service Management [EOL] vs Freshservice comparison

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Ivanti and Freshworks are both solutions in the Help Desk Software category. 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: October 2026).

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Help Desk Software

October 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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

"The customer engagement is really deep, and they work with the “gemba”. They work with operations very closely. I also believe they have a good product roadmap."

"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."

"Automation Anywhere receives high marks for its ease of use."

"We mostly used the Database commands in order to make the process faster and more secure, rather than using Excel or a CSV for reading the input files."

"The most valuable feature is the user-friendly interface."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

"AA has improved our organization in a positive manner."

"Automation Anywhere has eliminated the manual intervention from us by automating the entire onboarding process and the checking on the new suppliers and tour operators."

More Automation Anywhere pros

"All our activities are carried out in the one place."

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

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

"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."

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

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

"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."

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

More Cherwell Service Management [EOL] pros

"We found the initial setup to be very simple."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

More Freshservice pros

Cons

"IQ Bot requires a significant improvement for its data detection and data retention, mainly from the previously trained documents: regarding the document's format, layout, data contained within the document, the type of data that needs to be extracted."

"I would rate Automation Anywhere's support a four out of ten because the support is horrible for all customers."

"The price has room for improvement."

"On the cognitive side, some of their competitors, when we were originally shopping, were a little more advanced in that space. Making use of probabilistic outcomes and presenting them to a business user is a feature that, at the time of our evaluation, did not feel like a strong, mature solution for Automation Anywhere. Nevertheless, they won our business. That is one feature where I feel they are trying to make investments to address those gaps."

"Currently, there are some vulnerabilities in security that need attention in Automation Anywhere."

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

"I would like to see a global error handler introduced, which will explicitly handle errors over the entire project."

"AA sometimes poses compatibility problems with new web browser versions like Chrome."

More Automation Anywhere cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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

"The support from the actual manufacturer is poor."

"Agile delivery should be supported."

"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."

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

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

More Cherwell Service Management [EOL] cons

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

"Their analytics need improvement."

"I am not too happy with the page layout or screen layout since it always looks messy."

"Freshservice's technical support has issues with delays and translations."

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

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

More Freshservice cons

Pricing and Cost Advice

"As our team size increases, we may get some more licenses for the tool."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"The product’s pricing is reasonable."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."

More Automation Anywhere pricing and cost advice

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

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"Compared to other tools, Freshservice is affordable."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"The solution may be around 20,000 euros a year."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

11%

Construction Company

10%

Manufacturing Company

10%

Comms Service Provider

Manufacturing Company

12%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

Freshservice

November 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: October 2026.

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