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
Pricing options
Pricing information is available on inquiry.
Cherwell Features
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Cherwell Reviews
Cherwell Reviews
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
Great product with high upside
Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.
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.
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.
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.
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Very effective ticketing system
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
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
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
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.
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.
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.
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.
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Cherwell Pricing
Cherwell Pricing
Pricing information is available on inquiry.
Pricing information is available on inquiry.
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Cherwell Features
Cherwell Features
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Categories
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
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
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