Customizable IT service management solution
4.39/5 (148 reviews)
Pros
Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.
Cons
Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.
Rating breakdown
Likelihood to recommend: 10/10
Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.
Pros
The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.
Cons
The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.
Rating breakdown
Likelihood to recommend: 8/10
The ticketing function is working as expected. The software is functional.
Pros
It seems like this ticketing software has the ability to become very powerful analytics tool. It also provides basic functionality.
Cons
Your mileage may very depending on how much time and resources you want to use to make this extremely useful. The options are there it just takes research and time with product.
Rating breakdown
Likelihood to recommend: 10/10
Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution.
Pros
I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs.
Cons
Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.
Rating breakdown
Likelihood to recommend: 6/10
We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once. The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome. There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out. Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.
Pros
Help desk tickets are tracked
Released changes are tracked
Cons
User experience
Look and feel of the software
Search functionality
Notification process
Inactivity timeout
Rating breakdown
Likelihood to recommend: 1/10
Pricing information is available on inquiry.
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