Cherwell Service Management Reviews

Very effective ticketing system

Comments: Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros:

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons:

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Great product with high upside

Comments: Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros:

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons:

Implementation and additional integrations can be difficult (as with any product).

Standard functionality but horrible UX

Comments: 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

High level of accurateness and flexibility

Comments: 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.

A good and reliable ticket management system

Comments: Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Pros:

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Cons:

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.

Cherwell ITSM very customizable

Comments: The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.

Pros:

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

Cons:

You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions.

Very cutomizable, and no coding!!

Pros:

Very customizable, and no coding!! Easy to use

Cons:

It's a bit buggy and there are some quirks that require adjustments

Cherwell - A Good Service Management Tool

Comments: Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts.

Pros:

Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which works well for day to day tasks.

Cons:

We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.

I used Cherwell as a client is enjoyed it

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.

Cherwell is Great

Pros:

Ease of administration and support when issues arise

Cons:

Many options. Difficult to decide where to go next

Highly customizable but watch for bugs

Comments: In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive.

Pros:

Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge.

Cons:

There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation.

CRM Software used for Helpdesk

Comments: 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.

Cherwell - The Best

Comments: We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Pros:

The fact that it has so much functionality, and you don't have to be a programmer to make changes.

Cons:

There's almost too much you can do with it, and not enough time to accomplish it all.

Once you go Codeless you'll never go back

Comments: Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool.

Pros:

It's codeless and super friendly

Cons:

I don't have any cons at this point

A cost-savvy tool that you can do anything with (except coffee)

Comments: We needed a new ITSM tool that could do almost everything out-of-the-box, that was customizable, that allowed us to automate most of our regular processes and that didn't cost too much. After comparing most existing tools, Cherwell was the only one that filled our criteria. All of them. Anything you want to do with it can be implemented within days, even hours.

Pros:

It can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!

Cons:

The web interface could get some more love. Currently it's a web view of the hard client view, whereas I'd like it to use more of what web browsers and languages can currently offer.

Used to track tickets

Comments: Track things that happen in the company more easily and understand where resources are being spent.

Pros:

System was easy to implement. Give the ability to track tickets and record when things are going wrong. Shows clearly what was already attempted and allows use to see the time spent per person on a single issue.

Cons:

Locking the Description down so after initial creation, it cannot be changed We like this idea, and will take some time/thought to get it right We are concerned that doing this could result in automation processes to stop working correctly, or other onesteps from functioning. Other concerns are auto-populate options for fields potentially breaking. Additionally we're concerned this might pigeon hole us a bit.

Bane of my existence

Comments: I would seriously consider NOT working for a company that uses this software for change control.

Pros:

There isn't anything I DO like about this software.

Cons:

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

A lot of flexibility & functionality when compared to other top players in this realm.

Comments: We are still in the learning process of all the benefits and about to roll it out and go-live.

Pros:

Ability to make changes to forms is very easy. We can also created and adjust workflow pertaining to incident/problem tickets as well as change tickets, which can all be done without having to recycle services during the off-hours. Such changes to the code are captured in snapshots which can then be easily restored if we discovered something we changed isn't working correctly. ITIL is also built into the tool and yet it can be tweaked to meet our needs. Likewise, dynamic reporting capabilities without having to go to an 3rd party bolt-on vendor. I'll also add that configuration item comes with the product, something we have desired for a long time in order to increase productivity and reduce outages related to our weekly Change Meetings.

Cons:

Not too much I don't like. I guess learning the administration portion was a bit overwhelming at first, a lot a material to try to grasp and then apply when those situations arise that require us to dig thru the old memory banks on how to go about accomplishing what is needed. HOWEVER, I'm sure all Service Mgmt. tools are like this, in fact the tool we left was so overwhelming that most of our work had to be contracted out which made it hard to support later down the road.

Best ITSM Tool Around

Comments: I've used/demo'd several different ITSM tools and Cherwell is by far the easiest to use and admin. My favorite part of this product is the Dashboard Manger. Creating intuitive dashboards has never been easier.

Pros:

Dashboard Management

Cons:

Admin tool, could be easier to use. But may also simply be lack of training on my end.

Cherwell Service Management Is an excellent, scalable ITSM tool.

Comments: Cherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.

Pros:

The adaptability to different processes

Cons:

Some features (printing, reporting) are more complicated than they should be.

Cherwell review

Comments: We have been a customer for 4 years. Ease of use is a big plus. Not losing your customizations after an update is wonderful. We have expanded our package to other departments over the last 4 years.

Pros:

Product being updated to stay current with what is occurring in IT

Cons:

None

Cherwell Review

Comments: Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Pros:

ease of use and great customer service

Cons:

Responsive Portal an easier to migrate UI from older versions.

Lacking Service Platform

Comments: None - honestly am disappointed with this program.

Pros:

The dashboards are pretty neat looking. When it works it can be very smooth and doesn't appear to be "hard" on the machine.

Cons:

I wanted to like this product, but unfortunately there are simply much better products out there. - Static windows means you are constantly adjusting your screen when you open tickets (what is this - '98?) - Not as user friendly as you'd expect - "Cherwell Writer" for creating custom reports (metrics, etc) is extremely complex

Great product out of the box

Comments: We implemented out of the box and have been able to use the application from day 1 after a 3 week implementation. What is even better is the flexibility of customizing the application in any way and even outside of ITSM.

Pros:

Great out of the box, customizable, code less, great company culture

Cons:

Expensive licensing for small companies, can take a while to get issues through at the help desk.

Easy to use and easy to be productive

Comments: I find the software tool is so robust and easy to customize. Out of the box is great, but there is so much more magic you can do to make your team productive.

Pros:

Ease of use and ability to customize everything