Cherwell

Customizable IT service management solution

4,4 /5 (153 reviews) Write a Review!

Cherwell Overview

What is Cherwell?

Cherwell is a cloud-based IT service management solution which includes eleven ITIL (Information Technology Infrastructure Library) verified processes, including incident management, knowledge management, change management, request fulfillment, and release management. Also built-in are an IT service desk, self-service customer portal, configurable dashboards, multi-sourcing service integration (MSI) and service integration and management (SIAM) functionality, and a configuration management database (CMDB). The codeless design architecture enables users to add functionality without writing code, and integrate with third-party software.

Cherwell's incident management process includes question-based incident assessments, contextual incident routing, automated cross-referencing of incidents with the known-error database (KEDB) and knowledge base, and an incident workflow status bar. The change management system offers a visualization manager, allowing users to see the potential impacts and risks associated with changes, and automatic notifications for change record status updates. Problem management automates a range of key processes, including Workaround and Known Error, allows for processes to be customized, and presents critical metrics in a single dashboard.

The event management process allows users to define rules for incident creation and alerts when events occur, such as failed server notifications. Changes and updates can be bundled into a single release, and the CMDB automatically updated, with the release management process. The service asset and configuration management system provides a visual representation of upstream and downstream configuration items, and their associated contracts, services, charges, end users, and more. Pending SLA breaches can be monitored and controlled through the service level management process. Users can create a service catalog, which presents individuals with only the services they are entitled to, and requests for these services can be submitted and tracked through the self-service portal, with technicians able to review and approve requests with one-step actions.

Cherwell Overview

Pricing

Starting from
US$189,00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Pricing information is available on inquiry.


Cherwell Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English, French, German, Portuguese, Spanish

Media

Cherwell allows users to create multiple dashboards for different roles
Incidents, problems, and changes can all be managed through Cherwell
Cherwell can also automate management of SLAs
Workflows can be automated for various processes in Cherwell
Cherwell is also accessible through mobile apps for Android and iOS
Users can view a list of all tasks in Cherwell
Incident details can be viewed and updated through Cherwell's mobile apps
Cherwell also allows users to approve or deny change requests through the apps
Customer satisfaction can be recorded through Cherwell
Cherwell reports on other metrics, including incident volumes, scheduled changes, and more
Cherwell video Cherwell screenshot: Cherwell allows users to create multiple dashboards for different roles Cherwell screenshot: Incidents, problems, and changes can all be managed through Cherwell Cherwell screenshot: Cherwell can also automate management of SLAs Cherwell screenshot: Workflows can be automated for various processes in Cherwell Cherwell screenshot: Cherwell is also accessible through mobile apps for Android and iOS Cherwell screenshot: Users can view a list of all tasks in Cherwell Cherwell screenshot: Incident details can be viewed and updated through Cherwell's mobile apps Cherwell screenshot: Cherwell also allows users to approve or deny change requests through the apps Cherwell screenshot: Customer satisfaction can be recorded through Cherwell Cherwell screenshot: Cherwell reports on other metrics, including incident volumes, scheduled changes, and more

Cherwell Reviews

Cherwell Reviews

Overall rating
4,4
/
5
Excellent
85

Very good
47

Average
14

Poor
6

Terrible
1

Value for Money
4,4
Features
4,4
Ease of Use
4,3
Customer Support
4,3
86% recommended this app
Douglas F.

Very effective ticketing system

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


Verified Reviewer

Great product with high upside

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


Verified Reviewer

Standard functionality but horrible UX

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.


Clayton A.

The best way to manage inventory and tasks.

We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.


Verified Reviewer

Cherwell Ticketing Software

Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.


Douglas F.
Industry: Higher Education
Company size: 501-1 000 Employees

Very effective ticketing system

Used Daily for 1+ year
Reviewed on 2020/05/21
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 1 001-5 000 Employees

Great product with high upside

Used Daily for 6-12 months
Reviewed on 2019/10/01
Review Source: Capterra

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).

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Higher Education
Company size: 201-500 Employees

Standard functionality but horrible UX

Used Daily for 1+ year
Reviewed on 2019/01/31
Review Source: Capterra

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

Ease of Use

Likelihood to recommend: 1.0/10

Clayton A.
Industry: Higher Education
Company size: 10 000+ Employees

The best way to manage inventory and tasks.

Used Weekly for 1+ year
Reviewed on 2020/08/11
Review Source: Capterra

We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.

Pros

I like this program has a customizable interface that shows our team a consistent track of our progress. And, I like that we are able to search all tickets that have been created anywhere on our team for easy reference.

Cons

I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it depends on the major service that I select, it can slow down the entire team by making us manually fill out this at a certain time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Higher Education
Company size: 51-200 Employees

Cherwell Ticketing Software

Used Daily for 2+ years
Reviewed on 2019/02/13
Review Source: Capterra

Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Pros

Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.

Cons

The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8,6/10
Based on 153 user ratings
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Cherwell Pricing

Cherwell Pricing

Starting from
US$189,00/month
Free Trial
Free
Subscription
Value for money

Pricing information is available on inquiry.

Pricing information is available on inquiry.

Value for Money
4,4/5
Based on 153 user ratings
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Cherwell Features

Cherwell Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,4/5
Based on 153 user ratings
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Categories

Additional information for Cherwell

Additional information for Cherwell

Key features of Cherwell

  • Change management
  • Codeless architecture
  • Configuration management database (CMDB)
  • Customizable self-service portal
  • Drag-and-drop business application creation
  • Event management
  • Incident management
  • Knowledge management
  • Problem management
  • Release management
  • Request fulfillment
  • Role-based dashboards
  • Service asset & configuration management
  • Service catalog
  • Service level management
  • Service portfolio management
  • Service request automation
  • Workflow automation

Benefits

  • Customizable incident management includes question-based incident assessments, a status bar for viewing the progress of incident workflows, contextual routing for assigning ownership of incidents, and one-step management actions for tracking, monitoring, and communication.

  • Change forms allow users to log, track, and edit change records, with visualizations of dependencies and relationships, and automated notification of any status changes.

  • Problem management capabilities include process automation for identification, classification, investigation, analysis, workarounds, resolution, and more, with an end-to-end process view.

  • Create a service catalog which presents only the specific services that an individual is entitled to, and allow the tracking of requests via the self-service portal.

  • Multiple self-service portals can be set up for different functions or customer levels, with the option to integrate dashboards for executives and managers.

  • Cherwell FAQs

    Cherwell FAQs

    Below are some frequently asked questions for Cherwell.

    Q. What type of pricing plans does Cherwell offer?

    Cherwell offers the following pricing plans:

    Starting from: US$189,00/month

    Pricing model: Free, Subscription

    Free Trial: Not Available

    Pricing information is available on inquiry.

    Q. What are the main features of Cherwell?

    Cherwell offers the following features:

    • Change management
    • Codeless architecture
    • Configuration management database (CMDB)
    • Customizable self-service portal
    • Drag-and-drop business application creation
    • Event management
    • Incident management
    • Knowledge management
    • Problem management
    • Release management
    • Request fulfillment
    • Role-based dashboards
    • Service asset & configuration management
    • Service catalog
    • Service level management
    • Service portfolio management
    • Service request automation
    • Workflow automation

    Q. Who are the typical users of Cherwell?

    Cherwell has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does Cherwell support?

    Cherwell supports the following languages:

    English, French, German, Portuguese, Spanish

    Q. What type of pricing plans does Cherwell offer?

    Cherwell has the following pricing plans:

    Free, Subscription

    Q. Does Cherwell support mobile devices?

    We do not have any information about what devices Cherwell supports

    Q. What other apps does Cherwell integrate with?

    Cherwell integrates with the following applications:

    AlertOps, Avatier Identity Anywhere, ComAround Knowledge, FAT FINGER, Kaseya VSA, Microsoft Azure, Remote Support, TeamViewer, Zero Incident Framework, xMatters

    Q. What level of support does Cherwell offer?

    Cherwell offers the following support options:

    Online Support, Knowledge Base, Phone Support, Video Tutorials, Forum