Compare FocalScope vs. Cherwell IT Service Management

We are here to streamline the cumbersome process of reviewing Customer Support Software products for you. In particular, on this page you can look at the overall performance of Cherwell IT Service Management (8.3) and contrast it with the overall performance of FocalScope (8.2). You may also match their overall user satisfaction rating: Cherwell IT Service Management (98%) vs. FocalScope (N/A%). Furthermore, lexamine their services in detail to check which product can better deal with your company’s needs. Generally, any business solution should allow you to immediately see the big picture, at the same time offering you immediate access to the details. In case you you need to quickly decide on the optimal IT Service Management Software according to our experts we advise you take a look at these solutions: Freshservice, Samanage, JIRA Service Desk.



Cherwell IT Service Management


FocalScope screenshot Cherwell IT Service Management screenshot
Pricing Page

Total Score

Our Score

8.2 ?

Our Score

8.3 ?

Customer Experience

Customer Experience

Customer Experience

N/A% ?

Customer Experience

98% ?




by quote

Price Scheme

Price Scheme

Monthly payment Quote-based
Detailed Review

Detailed Review

General Description

General Description

FocalScope is a robust, feature-rich email ticketing and live chat platform that is based in the cloud.
The Cherwell Service Management platform is built from the ground up with a unique codeless architecture that enables rapid time to value, infinite flexibility, and frictionless upgrades.
Useful Links
Vendor's Address

Vendor's Address

171 2Nd Street, Suite 300
Commack, New York 11765
10125 Federal Drive, Suite 100
Colorado Springs, CO 80908
Available Features

Available Features


  • Shared Team Inbox
  • Threaded Email Conversations
  • Smart Email Signatures
  • Personal Email Accounts
  • Rules To Filter Emails
  • Agent-to-Agent Chat
  • Canned Email Response Templates
  • Agent Collision Alert
  • Internal Notes on Ticket
  • Ticket Activity Log
  • Schedule Recurring Tickets
  • Global Search
  • Lookup Customer Data
  • Unlimited Live Chat Channels
  • Canned Live Chat Responses
  • Customizable Live Chat signup forms and templates
  • Live Chat History and Transcripts
  • Pro-active Live Chat

Cherwell IT Service Management FEATURES

  • ITIL Processes
  • IT Service Desk
  • IT Self-Service Portal
  • Dashboard and Reporting
  • Modern, Codeless Architecture
  • Service Integration and Management
  • Configuration Management Database (CMDB)
  • Application Dependency Mapping
  • SaaS or On-Premises Deployment
Cost Details

Cost Details

FocalScope offers four SMB and enterprise pricing packages for users to choose from. Give the details a look, and select the best plan for your company:

Small Cloud – $9/agent/month

  • Up to 2 agents
  • Up to 2 Email Addresses
  • 2 GB storage
  • Email Ticketing
  • Live Chat
  • 24/5 Support

Cloud – $39/agent/month

  • All Small Cloud features
  • Unlimited Agents
  • Unlimited Email Addresses
  • 30 / 60 / 90 GB storage
  • Customer Portal
  • Satisfaction Survey
  • Twitter and Facebook
  • Multibrand Support
  • Reporting and Dashboards

On-Premise – $39/agent/month

  • All Cloud features
  • Unlimited GB
  • Dedicated Server
  • Dedicated IP Address
  • Access to SQL Database

Phone System – Built-in Add-on

  • Multiple Phone Lines
  • Multi Country Support
  • Welcome Greetings
  • Waiting Music
  • IVR Phone Trees
  • Business Hours
  • Phone Queues
  • Call Rules
  • Transfer Calls
  • Call Back
  • Click To Dial
  • Call Recording
  • Voicemail
  • Agent Screen Pop Up
  • Ticket Creation
  • SIP Trunk
  • Reporting and Dashboard
  • 24/7 Support

Contact Cherwell IT Service Management for enterprise pricing information and other product details. You can also submit a request for a demo to see if the software is a perfect fit for your business.

Devices Supported

Devices Supported

Supported Integrations

Supported Integrations

FocalScope integrates with the following business systems and applications:

  • Lotus Notes
  • Exchange
  • Gmail
  • Office 365
  • Twutter
  • Facebook
  • SugarCRM

No information available.

Contact No.

Contact No.

+1-562-661-8143 +1-719-386-7000
Pricing Page

Pricing Page

Learn more about FocalScope pricing Learn more about Cherwell IT Service Management pricing
Popular Customers

Popular Customers

DHL, American Express, Singtel Western Union, Swatch, BIE Aerospace
Client Types

Client Types

Small Business | Large Enterprises Large Enterprises | Medium Business
Contact Email

Contact Email


USA, UK, Canada, International USA, UK, Canada, International, Germany, Spain, France, Portugal
Support Types

Support Types

Phone Live Support
Ticket Training
Ticket Training
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Popular Alternatives

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No Customer Support Software will be able to cover all the needs of a business. While main functionalities of Cherwell IT Service Management and FocalScope are obviously a priority you should also thoroughly study the integrations provided by a given software. Very often you will already be making use of some other SaaS software in your company and it’s definitely wiser to select software that integrate well with one another. With that approach you can be certain of a smooth transfer of data between your teams and services, which can considerably reduce time devoted to migrating between one service and the other.