Top Cherwell Alternatives: Find Your Ideal ITSM Solution
Cherwell is a well-known name in IT Service Management (ITSM), offering a flexible, easy-to-use solution for internal IT and external customer support. With out-of-the-box, PinkVERIFY™ ITIL-based processes available as SaaS or on-premises, it serves many organizations. However, for various reasons—cost, specific feature needs, deployment preferences, or integration requirements—many businesses seek a robust Cherwell alternative. This article explores some of the best replacements that can empower your IT operations.
Best Cherwell Alternatives
If you're looking to enhance your IT service delivery, streamline operations, or find a more cost-effective solution than Cherwell, these alternatives offer diverse functionalities and deployment options to meet your unique business needs.
Zendesk
Zendesk is a leading web-based help desk software offering on-demand solutions for customer support, trouble tickets, and a comprehensive knowledge base. It's a commercial platform available across Web, Android, iPhone, Blackberry, and iPad, focusing on ease of use with no installation required, making it a strong SaaS Cherwell alternative for customer-centric support.
InvGate Service Desk
InvGate Service Desk stands out as a web-based, ITIL-ready solution known for its unprecedented user interface and code-free configuration for Incident, Problem, Change, Asset, and Knowledge management. It's a commercial offering compatible with Mac, Windows, Linux, Web, Android, iPhone, Android Tablet, and iPad, making it a highly configurable and versatile Cherwell alternative.
OTRS
OTRS is a leading cloud-based help desk and process automation solution designed to improve customer relationships and reduce costs for service teams. This commercial software runs on Windows, Linux, and Web platforms, featuring CMDB and Process Management, Incident Management, Inventory Management, Web-Based capabilities, and robust Workflow Automation, positioning it as a comprehensive Cherwell alternative for ITSM.
iTop
iTop, or IT Operational Portal, is an Open Source web application designed for the day-to-day operations of an IT environment, aligning with ITIL best practices. It's a free, open-source, and self-hosted solution featuring Helpdesk ticketing, Incident management, Knowledge base, and Task Management, making it an excellent open-source Cherwell alternative for those seeking control and customization.
Trengo
Trengo consolidates all customer contact channels—like Messaging, Chat, Text, E-mail, and Call—into one inbox. It's a commercial SaaS platform available on Web, Android, and iPhone, featuring Whatsapp integration, Live Chat, Multiple Account support, and various social media integrations. For organizations prioritizing omnichannel customer service, Trengo offers a streamlined Cherwell alternative.
ServiceNow
ServiceNow is a leading commercial provider of cloud-based services that automate enterprise IT operations. Built on a proprietary platform, it offers a suite of applications focused on Helpdesk ticketing and IT Asset Management as a SaaS solution. ServiceNow is a powerful and scalable Cherwell alternative for large enterprises needing comprehensive IT workflow automation.
Alloy Navigator
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that addresses complex IT challenges. This commercial, self-hosted solution is available on Mac, Windows, Linux, Web, Android, and Chrome OS. It boasts extensive features including Employee Self-service, Helpdesk ticketing, Inventory management, IT Asset Management, Workflow Automation, and Configuration Management, making it a robust and comprehensive Cherwell alternative.
Helpy.io
Helpy.io provides private cloud customer support software for organizations serious about data control. Available as Freemium, Open Source, Self-Hosted, or SaaS, it supports Mac, Windows, Linux, Web, iPhone, and iPad. Its features include support for Bootstrap, Customer support, Forums, Knowledge base, and Multiple languages, offering a flexible and data-conscious Cherwell alternative.
AzureDesk
AzureDesk is a cost-effective helpdesk software designed for smooth delivery of customer support, priced at $5 per agent per month. It's a commercial, self-hosted solution accessible via Web and Chrome OS, focusing on essential customer service and support functionalities. AzureDesk is a great budget-friendly Cherwell alternative for smaller teams or startups.
Freshservice
Freshservice is an online ITIL service desk known for its refreshing user experience combined with powerful ticketing and asset management capabilities. This commercial platform is available on Web, Android, iPhone, Android Tablet, and iPad, offering strong features like Helpdesk ticketing, Incident management, and IT Asset Management. Freshservice provides a user-friendly and feature-rich Cherwell alternative for modern IT teams.
Choosing the right ITSM solution depends heavily on your organization's specific requirements, budget, and desired feature set. Whether you prioritize comprehensive ITIL adherence, specific integrations, ease of use, or cost-effectiveness, the alternatives listed above provide viable options to enhance your IT service delivery beyond Cherwell.