Cherwell Service Management Reviews

The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams.

Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system.

It is a tool that allows me to know the productivity of my staff, follow up on all support requests in the company

Existe poca información para usar el software.

I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also.

I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs.

You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call.

Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback.

Cherwell is very through and can support many types of help tickets for all types of support events. I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support. It is easy to search for tickets and keep your support organized.

The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve.

It's very handy to have issues and changes log and assign to specific users/groups, we were using this software more than 6 years, it also sends notifications to respective users.

Performance point of view it's little slow.

Issues that are raised are addressed very quickly.

The hosted solution has had some performance issues. We expect this to not be an issue when moved to AWS

Best thing about this tool is everything is at one place, change request,incidence ticket , knowledge ticket, etc. The search option is good, only request number is required and it gives you all tickets and referred tickets from that request number. Also it is easy to use. User friendly GUI.

As of now there is nothing that comes in this section. All features are good.

Great way to organize and track customer data requests for IT team. My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted.

It can be difficult to see the emails that have happened on a ticket. I wish the interface was more customizable for the end user.

The Cherwell Software seems to be reliable and easy to use. We were having difficulty getting user acceptance for it but once we initiated a "re-branding" of its look and feel users started to really take to it. Additionally the email integration works quite well.

The initial look-and-feel held back user acceptance. The site is often slow and seems to be missing some basic features, that will probably get added in newer versions.

Very much aligned with ITIL which is what our company is focused and built around.

Can be clucky at times, but that can be fixed with better customization.

Integration into the business was quite straight forward. Many customisable features to tweak it to the company needs and for reporting. Overall a very powerful too for any organisation.

Not a bad thing, but you can get lost in customisation.

Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease.

It is very tedious to setup with many manual steps required. To do small things like set up a dashboard multiple mini steps are required.

Works as expected. Easy to configure and is very intuitive.

Not really a "con", but our users are always coming up with new ways to use Cherwell.

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.