Jira Service Desk vs. Cherwell

Jira Service Desk provides a fully featured service desk with self-service, automation, SLAs, and CSAT reporting and more — at a starting price of $20/month. See how it stacks up against Cherwell.

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4 reasons to choose Jira Service Desk over Cherwell Service Management

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A service desk for any use case

Whether you choose to have your tools in a self-hosted environment or hosted by Atlassian, we have options for you. With templates for ITSM, customer service, and business teams like HR, any team can take and fulfill requests through Jira Service Desk.

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An effortless approach to service

An intuitive portal in Jira Service Desk makes it effortless for customers to ask for help while the simple UI makes it easy for teams to use. Thanks to easily configured automations, your agents can prioritize and resolve requests faster.

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What you see is what you pay

Pricing for Jira Service Desk starts at $20 per month per agent for all features, while Cherwell Service Management has a starting price of $150 per month per agent.* With Atlassian's transparent pricing, you can also say goodbye to complicated contracts or expensive consultants.

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A lean approach to ITSM

For IT teams, Jira Service Desk provides streamlined incident, problem, service request, and change management processes that are PinkVERIFY™ certified. Create change requests without complex approvals and link incidents to problems in one click.

Why choose Jira Service Desk vs. Cherwell?

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A fully featured service desk for less than 1/5 the price

Get the following capabilities for less than 1/5 of the price of Cherwell Service Management:

  • Self-service portal
  • Service level agreements (SLAs)
  • Customer satisfaction (CSAT)
  • Incident management
  • Problem management
  • Change management
  • Request management
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per month*
(starting price with no discounts)

Extend your service desk experience

Every team works differently. Choose from over 800 plug-and-play apps on the Atlassian Marketplace to extend Jira Service Desk to fit any use case - which is 4X* the amount of Cherwell integrations.

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Easy setup and faster implementation time

Jira Service Desk offers implementation timelines in weeks and not months. Based on the G2Crowd Service Desk Implementation Index Report, the industry average implementation time is 3.3 months.

With Jira Service Desk, it takes users less than half that time to go live compared to Cherwell which takes an average of 4.2 months.

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Built on the Jira platform

Jira Service Desk is the only service desk built on a software development platform that connects IT and dev teams. By linking Jira Service Desk tickets with Jira Software issues, teams can collaborate on the same platform to fix incidents faster and push changes with confidence.

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*Information effective August 28 2018. Cherwell pricing is based on a starting list price of $150/user/month. Pricing does not reflect any discounts from Cherwell. (source: https://www.capterra.com/p/121158/Cherwell-Software/). Cherwell has 182 total apps, which includes Cherwell "extensions and enhancements." (source: https://www.cherwell.com/mapp-exchange)

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Twitter reduces its support email volume by 80% with JIRA Service Desk

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Try Jira Service Desk for free today

All the features your team needs to deliver great service, at a fraction of the cost of Cherwell. Choose Jira Service Desk today.

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*The content for the Top 20 report is derived from independent research and user testing; end-user reviews and ratings; and vendor-supplied and publically available product and company information that is applied against a documented methodology. The results do not constitute an endorsement by Gartner or any of its affiliates.

**The Gartner Peer Insights Customers’ Choice Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights Customers’ Choice distinctions are determined by the subjective opinions of individual end-user customers based on their own experiences, the number of published reviews on Gartner Peer Insights and overall ratings for a given vendor in the market, as further described here and are not intended in any way to represent the views of Gartner or its affiliates.