HelpDesk vs. Cherwell features and capabilities — how to choose the best tool for your service?
HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
Cherwell's products are designed to be flexible and customizable, allowing businesses to tailor the software to their specific needs. They emphasize the importance of delivering exceptional customer service and building solid client relationships. Cherwell also offers many resources, including whitepapers, case studies, and webinars, to help organizations maximize their software solutions.
Let's compare the features offered by both tools.
HelpDesk features
- Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
- Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
- Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
- Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
- Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
- Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.
Cherwell features
- Self-service portal: Cherwell offers a user-friendly self-service portal where users can quickly access IT services, log tickets, and find solutions to common issues without contacting IT support.
- Incident and problem management: Cherwell provides robust incident and problem management capabilities, allowing IT teams to track and resolve issues that arise within the organization efficiently.
- Change management: Cherwell allows organizations to streamline and automate their change management processes, ensuring that all changes are rigorously evaluated and implemented with minimal disruption to operations.
- Reporting and analytics: Cherwell offers robust reporting and analytics capabilities, allowing organizations to track key performance metrics, identify trends, and drive continuous improvement in IT service delivery.
- Integration capabilities: Cherwell can seamlessly integrate with other business systems and tools, enabling organizations to achieve greater automation and efficiency in their IT processes.
Want to choose the best? Go with HelpDesk
Helpdesk is powerful support tool that is very easy to get started with and is extremely affordable.
Pricing and plans comparison
HelpDesk pricing and plans
HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/
Cherwell pricing and plans
Cherwell offers a flexible pricing model based on the number of concurrent users and the specific features and modules the customer requires. Read more: https://www.ivanti.com/company/history/cherwell
Integrations comparison: HelpDesk vs. Cherwell
HelpDesk integrations
It's possible to integrate HelpDesk with many tools.
- LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
- ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
- WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
- Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
- Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
- Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.
Cherwell integrations
Cherwell has several important integrations that enhance its functionality and usability, including:
- Asset management integration: Cherwell can integrate with asset management systems to track and manage inventory, equipment, and other physical assets. This integration allows organizations to manage their assets and enhance operational efficiency effectively.
- HR integration: Cherwell can integrate with HR systems to automate and streamline HR processes, such as employee onboarding, training, performance management, and data management. This integration allows organizations to improve HR efficiency and employee experience.
- Cloud integration: Cherwell integrates with cloud platforms to provide seamless access to cloud services and applications. This integration enables organizations to leverage cloud-based resources, enhance scalability and flexibility, and reduce infrastructure costs.
Ticket Management 101: Meet Your Secret Ingredient for Stress-Free Work
In this guide, I describe a ticket management process that, incorporated correctly, can give you the peace of mind you’re looking for in your day-to-day work. Learn why ticket management is your secret ingredient to acting smarter.
Read the guideWhat are the key differences between HelpDesk and Cherwell?
If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.
Should I choose HelpDesk or Cherwell?
HelpDesk is a customer support service that provides assistance and resolves issues or queries related to a product or service. Cherwell, on the other hand, is a specific IT service management (ITSM) platform used to streamline and automate IT service delivery and support processes.
- Features: HelpDesk includes ticket management, a self-service portal, and multichannel support. Cherwell offers features such as incident management, change management, problem management, asset management, and service level management.
- Customization: HelpDesk is rich in customization options and may offer extensive configuration capabilities. Cherwell, on the other hand, provides a highly customizable platform that can be tailored to suit an organization's specific needs and workflows.
Choosing the best help desk for your business
When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.
How to Transition Smoothly to a HelpDesk Tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate to HelpDesk
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
