Capterra offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
Our commitment
Independent research methodology
Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. Learn more
How Capterra verifies reviews
Capterra carefully verified over 2.5 million+ reviews to bring you authentic software and services experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. Learn more
How Capterra ensures transparency
Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software and service providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. Learn more
Cherwell Service Management
Cherwell Service Management Overview:
What Is Cherwell Service Management?
Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwells flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk.
Who Uses Cherwell Service Management?
Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.
Where can Cherwell Service Management be deployed?
Cloud-based
On-premise
View 6 more
Overall rating
See all reviews
Based on 166 reviews
Reviews sentiment
Positive
86%
Neutral
10%
Negative
5%
Starting Price
US$189.00
Per User, Per Month
Free trial
About the vendor
- Cherwell Software
- Located in Colorado Springs, US
- Founded in 2004
Cherwell Service Management support
- Phone Support
- 24/7 (Live rep)
- Chat
Countries available
Show more details
Australia, Canada, Germany, United Kingdom, United States
Languages
Show more details
English
Features of Cherwell Service Management
Other great alternatives to Cherwell Service Management
Show more details
Top rated features
Call Logging
Call Recording Software
Top rated features
CRM Software
Interaction Tracking
Top rated features
Incident Management Software
Support Ticket Management
Top rated features
Alerts/Escalation
Support Ticket Management
Top rated features
Alerts/Escalation
Ticket Management
Top rated features
Data Security
Help Desk Management
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Top rated features
Real-time Consumer-facing Chat
Support Ticket Management
Top rated features
Support Ticket Management
Task Management Software
Capterra verified reviews for Cherwell Service Management
Translation Disclaimer
This service may contain translations provided by google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
Overall rating
Based on 166 reviews
Write a Review!
Filter reviews (166)
Filter reviews (166)
Filter reviews (166)
Sort by
Nneka
Epic Technical Analyst in US
Health, Wellness & Fitness, 5,001–10,000 Employees
Used the Software for: 2+ years
"Cherwell is an Efficient Service Management Tool"
January 26, 2025
Overall, I've had a good experience with Cherwell. Using it efficiently was definitely a learning curve, particularly when transitioning from the previous service management platform. Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell.
Pros:
The feature I like most about Cherwell is it's workflow management feature for IT change controls. This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization.
Cons:
Sometimes, when documenting closing comments for a service request, Cherwell times out, and I have to document the comment again.
Reviewer Source
Show more details
Jennifer
Sr. Auditor in US
Accounting Software, 1,001–5,000 Employees
Used the Software for: 2+ years
"Cherwell User"
January 30, 2025
Pros:
A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc.
Cons:
There is not really a good way to track the ticket when it is submitted and does not alert you by email of the status.
Reviewer Source
Show more details
Cosmin
Senior IT Auditor in US
Insurance Software, 1,001–5,000 Employees
Used the Software for: 2+ years
"Cherwell User"
January 22, 2025
User, I query Cherwell for specific condition tickets, reporting.
Pros:
Easiness to search for tickets by name, number, etc
Cons:
Reporting is not very user friendly. Printing a ticket does not capture attachments.
Reviewer Source
Show more details
Austin
Senior Infrastructure Administrator in US
Financial Services Software, 501–1,000 Employees
Used the Software for: 1-5 months
Source: SoftwareAdvice
"Highly customizable but watch for bugs"
June 28, 2019
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.
Reviewer Source
Show more details
George
Sr IT Consultant in US
Verified LinkedIn User
Higher Education Software, 1,001–5,000 Employees
Used the Software for: 2+ years
"Cherwell is Great"
October 1, 2019
Pros:
Ease of administration and support when issues arise
Cons:
Many options. Difficult to decide where to go next
Reviewer Source
Show more details
Popular comparisons
- Cherwell Service Management vs LiveAgent
- Cherwell Service Management vs Zoho Desk
- Cherwell Service Management vs Freshservice
- Cherwell Service Management vs SysAid
- Cherwell Service Management vs ManageEngine ServiceDesk Plus
- Cherwell Service Management vs Freshdesk
- Cherwell Service Management vs Zendesk Suite
- Cherwell Service Management vs JIRA Service Management