softwareCherwell Service Management Reviews
15 Reviews
Overall Rating
3.9
15 Reviews
Rating Distribution
5
(6)
4
(5)
3
(1)
2
(2)
1
(1)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Overall Rating
3.9
15 Reviews
Rating Distribution
5
(6)
4
(5)
3
(1)
2
(2)
1
(1)
Satisfaction Score
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Filters
Industry
Provider Size
Time Used
Feature rich and customizable
Feature rich and customizable
Pros
Cherwell aligns seamlessly with our company's focus on ITIL, providing a feature-rich and customizable experience.
Cons
At times, it can be a bit clunky, but this can be resolved through improved customization.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Alex
Information Technology and Services, 500+ employees
Aug 08, 2022
Cherwell - A Good Service Management Tool
Cherwell - A Good Service Management Tool
Pros
Cherwell proves to be an efficient tool for managing daily case loads and conducting comprehensive analysis through reports, along with facilitating various tracking efforts.
Cons
Occasionally, there are instances of the tool crashing, but it quickly recovers when reported to the responsible individuals.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Amit
Hospital & Health Care, 500+ employees
Aug 05, 2022
Cherwell is ok
Cherwell is ok
Pros
I appreciated the familiarity of Cherwell's interface and the flexibility it offers for customization.
Cons
Making changes without an expert's guidance can be challenging, and the admin side isNot particularly intuitive.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Abby
Education Management, 51-100 employees
May 15, 2022
Enterprise-Level Ticketing System
Enterprise-Level Ticketing System
Pros
the software is best for its ability to meet our ticketing needs effectively, allowing me to quickly enter information for ticket submission and processing.
Cons
When transitioning from a different tool, there was a learning curve, but with time, it became a smoother experience.
Ease of use
4
Value for money
5
Customer Support
5
Functionality
5
Maizy
Religious Institutions, 11-50 employees
May 13, 2022
A good and reliable ticket management system
A good and reliable ticket management system
Pros
My experience with Cherwell has been positive, with reliable ticket management, SLA tools, filter capabilities, access control, and the advantage of a cloud-based solution. The ability to customize it to our company'sNeeds is a major plus.
Cons
Some features, like asset inventory, require separate purchases, which would be more convenient if bundled.
Ease of use
7
Value for money
6
Customer Support
7
Functionality
6
Andr�
Chemicals, 500+ employees
Oct 16, 2021
Cherwell and its uses...
Cherwell and its uses...
Pros
Cherwell stands out for its configurability, providing a highly configurable platform.
Cons
Configuring the tool to match our specificNeeds posed a significant challenge.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
Jul 27, 2021
Cherwell Service Management
Cherwell Service Management
Pros
Integrating Cherwell into our business was straightforward, and itsNumerous customizable features for tweaking to our company'sNeeds and reporting capabilities make it a powerful tool for any organization.
Cons
WhileNotNecessarily a downside, extensive customization options can lead to complexity.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Yogesh
Information Technology and Services, 101-500 employees
Jul 02, 2021
An all-in-one service management package that works but has issues
An all-in-one service management package that works but has issues
Pros
Cherwell Service Management is a highly customizable product suitable for various purposes, including knowledge databases, help desks, incident tracking, and change management.
Cons
Customization can be time-consuming, and upgrades may occasionally disrupt functionality without clear resolutions.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
May 01, 2021
Cherwell ITSM very customizable
Cherwell ITSM very customizable
Pros
Cherwell offers robust ITSM capabilities with extensive customization options for forms,Notifications, workflows, and more.
Cons
Specific training isNecessary for configuration and implementation, often requiring engagement with external partners. Improved web content for recent versions isNeeded.
Ease of use
2
Value for money
2
Customer Support
2
Functionality
2
Anonymous
N/A, 101-500 employees
Apr 17, 2021
Consistent Reliability and Functionality
Consistent Reliability and Functionality
Pros
This ticket system proves efficient and customizable, allowing for streamlined issue resolution.
Cons
Certain areas could benefit from improved intuitiveness, and there is room for enhancement in the report generation aspect.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
Apr 14, 2021
This is the WORST helpdesk/itsm product on the market
This is the WORST helpdesk/itsm product on the market
Pros
None - This software has proven to be the worst commercial platform the reviewer has encountered.
Cons
The software is slow, practically unusable, and the reporting functionality is subpar, requiring multiple clicks to view email tickets.
Ease of use
5
Value for money
4
Customer Support
4
Functionality
4
Anonymous
N/A, 500+ employees
Oct 18, 2020
Clunky and poor user interface
Clunky and poor user interface
Pros
Users can create cases via emails and track progress through emails, with the ability to reassign tasks. The tool offers insights into open cases, although the interface isNot aesthetically pleasing.
Cons
The interface feels outdated, making it difficult to get a comprehensive view of case threads, particularly when multiple users are involved.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Mark
Higher Education, 101-500 employees
Sep 21, 2020
The best way to manage inventory and tasks.
The best way to manage inventory and tasks.
Pros
Cherwell provides an efficient method for monitoring service requests from clients, offering quick access to request information from any machine, facilitating team collaboration.
Cons
At times, certain tickets require manual input of specific information, potentially slowing down the team's workflow.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Clayton
Higher Education, 500+ employees
Aug 23, 2020
Very effective ticketing system
Very effective ticketing system
Pros
Cherwell Service Management has proven highly effective for ticketingNeeds, offering personalized panels for tracking demands and a SQL-like search format for customized queries.
Cons
Personal customization may require some training, and there can be challenges when multiple individuals work on the same tickets.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Douglas
Higher Education, 500+ employees
May 25, 2020
Excellent help desk product
Excellent help desk product
Pros
The reviewer has had a positive experience with Cherwell Service Management, which offers stability, safety, and personalized screens for tracking activities.
Cons
The product may experience performance issues when handling a largeNumber of queries on personalized screens, and reporting can be challenging to access.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
May 13, 2020
Filters
Feature rich and customizable
Feature rich and customizable
Pros
Cherwell aligns seamlessly with our company's focus on ITIL, providing a feature-rich and customizable experience.
Cons
At times, it can be a bit clunky, but this can be resolved through improved customization.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Alex
Information Technology and Services, 500+ employees
Aug 08, 2022
Cherwell - A Good Service Management Tool
Cherwell - A Good Service Management Tool
Pros
Cherwell proves to be an efficient tool for managing daily case loads and conducting comprehensive analysis through reports, along with facilitating various tracking efforts.
Cons
Occasionally, there are instances of the tool crashing, but it quickly recovers when reported to the responsible individuals.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Amit
Hospital & Health Care, 500+ employees
Aug 05, 2022
Cherwell is ok
Cherwell is ok
Pros
I appreciated the familiarity of Cherwell's interface and the flexibility it offers for customization.
Cons
Making changes without an expert's guidance can be challenging, and the admin side isNot particularly intuitive.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Abby
Education Management, 51-100 employees
May 15, 2022
Enterprise-Level Ticketing System
Enterprise-Level Ticketing System
Pros
the software is best for its ability to meet our ticketing needs effectively, allowing me to quickly enter information for ticket submission and processing.
Cons
When transitioning from a different tool, there was a learning curve, but with time, it became a smoother experience.
Ease of use
4
Value for money
5
Customer Support
5
Functionality
5
Maizy
Religious Institutions, 11-50 employees
May 13, 2022
A good and reliable ticket management system
A good and reliable ticket management system
Pros
My experience with Cherwell has been positive, with reliable ticket management, SLA tools, filter capabilities, access control, and the advantage of a cloud-based solution. The ability to customize it to our company'sNeeds is a major plus.
Cons
Some features, like asset inventory, require separate purchases, which would be more convenient if bundled.
Ease of use
7
Value for money
6
Customer Support
7
Functionality
6
Andr�
Chemicals, 500+ employees
Oct 16, 2021
Cherwell and its uses...
Cherwell and its uses...
Pros
Cherwell stands out for its configurability, providing a highly configurable platform.
Cons
Configuring the tool to match our specificNeeds posed a significant challenge.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
Jul 27, 2021
Cherwell Service Management
Cherwell Service Management
Pros
Integrating Cherwell into our business was straightforward, and itsNumerous customizable features for tweaking to our company'sNeeds and reporting capabilities make it a powerful tool for any organization.
Cons
WhileNotNecessarily a downside, extensive customization options can lead to complexity.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Yogesh
Information Technology and Services, 101-500 employees
Jul 02, 2021
An all-in-one service management package that works but has issues
An all-in-one service management package that works but has issues
Pros
Cherwell Service Management is a highly customizable product suitable for various purposes, including knowledge databases, help desks, incident tracking, and change management.
Cons
Customization can be time-consuming, and upgrades may occasionally disrupt functionality without clear resolutions.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
May 01, 2021
Cherwell ITSM very customizable
Cherwell ITSM very customizable
Pros
Cherwell offers robust ITSM capabilities with extensive customization options for forms,Notifications, workflows, and more.
Cons
Specific training isNecessary for configuration and implementation, often requiring engagement with external partners. Improved web content for recent versions isNeeded.
Ease of use
2
Value for money
2
Customer Support
2
Functionality
2
Anonymous
N/A, 101-500 employees
Apr 17, 2021
Consistent Reliability and Functionality
Consistent Reliability and Functionality
Pros
This ticket system proves efficient and customizable, allowing for streamlined issue resolution.
Cons
Certain areas could benefit from improved intuitiveness, and there is room for enhancement in the report generation aspect.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
Apr 14, 2021
This is the WORST helpdesk/itsm product on the market
This is the WORST helpdesk/itsm product on the market
Pros
None - This software has proven to be the worst commercial platform the reviewer has encountered.
Cons
The software is slow, practically unusable, and the reporting functionality is subpar, requiring multiple clicks to view email tickets.
Ease of use
5
Value for money
4
Customer Support
4
Functionality
4
Anonymous
N/A, 500+ employees
Oct 18, 2020
Clunky and poor user interface
Clunky and poor user interface
Pros
Users can create cases via emails and track progress through emails, with the ability to reassign tasks. The tool offers insights into open cases, although the interface isNot aesthetically pleasing.
Cons
The interface feels outdated, making it difficult to get a comprehensive view of case threads, particularly when multiple users are involved.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Mark
Higher Education, 101-500 employees
Sep 21, 2020
The best way to manage inventory and tasks.
The best way to manage inventory and tasks.
Pros
Cherwell provides an efficient method for monitoring service requests from clients, offering quick access to request information from any machine, facilitating team collaboration.
Cons
At times, certain tickets require manual input of specific information, potentially slowing down the team's workflow.
Ease of use
9
Value for money
9
Customer Support
9
Functionality
9
Clayton
Higher Education, 500+ employees
Aug 23, 2020
Very effective ticketing system
Very effective ticketing system
Pros
Cherwell Service Management has proven highly effective for ticketingNeeds, offering personalized panels for tracking demands and a SQL-like search format for customized queries.
Cons
Personal customization may require some training, and there can be challenges when multiple individuals work on the same tickets.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Douglas
Higher Education, 500+ employees
May 25, 2020
Excellent help desk product
Excellent help desk product
Pros
The reviewer has had a positive experience with Cherwell Service Management, which offers stability, safety, and personalized screens for tracking activities.
Cons
The product may experience performance issues when handling a largeNumber of queries on personalized screens, and reporting can be challenging to access.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
N/A, 500+ employees
May 13, 2020