Cherwell Service Management 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Cherwell Service Management

4.3

(166)

Pricing

Starting at $189.00 per month

About Cherwell Service Management

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes.

Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes.

The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management.

Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines.

Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment.

Support is available via email, phone and through webinars and Cherwell’s online community.

Cherwell Service Management Screenshots

Cherwell Service Management Pricing and Plans

Starting price: $189.00 per month

Free Trial

Free Version

Basic

$189.00

per feature, per month

No plan information available

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Cherwell Service Management Features

Popular features found in Knowledge Base
Feedback Management
Multi-Language
Rich Text Editor
Self Service Portal
More features of Cherwell Service Management
Activity Dashboard
Alerts/Escalation
Alerts/Notifications
API
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Automated Routing
Availability Management
Budgeting/Forecasting
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Dashboard
Dashboard Creation
Data Import/Export
Data Visualization
Drag & Drop
Email Management
Incident Management
Inventory Management
IT Asset Management
Knowledge Base Management
Knowledge Management
Maintenance Management
Milestone Tracking
Monitoring
Performance Metrics
Portfolio Management
Problem Management
Procurement Management
Project Management
Project Planning
Real-Time Updates
Release Management
Reporting/Analytics
Reporting & Statistics
Requirements Management
Requisition Management
Resource Management
Search
Service Catalog
Service Level Agreement (SLA) Management
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Task Management
Third-Party Integrations
Time & Expense Tracking
Widgets
Workflow Management
WYSIWYG Editor

Cherwell Service Management Integrations

Nagios XI

Microsoft Outlook

Webex Suite

Microsoft SharePoint

Network Performance Monitor

Twitter/X

See all 14 integrations

Cherwell Service Management User Reviews

Overall Rating

4.3

Ratings Breakdown

54%

32%

10%

Secondary Ratings

Ease of Use

4.2

Value for money

4.4

Customer support

4.3

Functionality

4.4

Amit B.

Verified reviewer

Hospital & Health Care

10000+ employees

Used daily for less than 2 years

Review source

Reviewed August 2022

Cherwell - A Good Service Management Tool

Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which works well for day to day tasks.

Cons:

We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.

Nneka O.

Verified reviewer

Health, Wellness and Fitness

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

Cherwell is an Efficient Service Management Tool

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to Cherwell Service Management

I'm not sure why the switch was made. This decision was made by leaders in

Austin G.

Verified reviewer

Financial Services

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed June 2019

Highly customizable but watch for bugs

Previously 5

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.

Ratings Breakdown

Ease of use

Previously 5

Value for money

Customer support

Functionality

Previously 5

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.

Cosmin C.

Verified reviewer

Insurance

1001-5000 employees

Used weekly for more than 2 years

Review source

Reviewed January 2025

Cherwell User

User, I query Cherwell for specific condition tickets, reporting.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easiness to search for tickets by name, number, etc

Cons:

Reporting is not very user friendly. Printing a ticket does not capture attachments.

Reasons for switching to Cherwell Service Management

IT Management decision to switch to Cherwell.

Verified

Reviewer

Information Technology and Services

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed October 2019

Great product with high upside

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

Ratings Breakdown

Ease of use

Customer support

Functionality

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).

Reasons for choosing Cherwell Service Management

Better interaction with the Cherwell team, better customization.

André L.

Verified reviewer

Chemicals

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed October 2021

A good and reliable ticket management system

Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Cons:

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.

Douglas F.

Verified reviewer

Higher Education

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed May 2020

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to Cherwell Service Management

Departmental decision

Mark D.

Verified reviewer

Higher Education

201-500 employees

Used weekly for less than 6 months

Review source

Reviewed September 2020

Clunky and poor user interface

Have not enjoyed my experience with this product. The software feels antiquated and out of date.

Ratings Breakdown

Ease of use

Functionality

Pros:

Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet.

Cons:

The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case.

Chris M.

Verified reviewer

Education Management

201-500 employees

Used daily for more than 2 years

Review source

Reviewed October 2019

Very cutomizable, and no coding!!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very customizable, and no coding!! Easy to use

Cons:

It's a bit buggy and there are some quirks that require adjustments

Reasons for switching to Cherwell Service Management

Readydesk is very limited

Denise W.

Verified reviewer

Used daily for more than 2 years

Review source

Reviewed July 2018

I used Cherwell as a client is enjoyed it

Ratings Breakdown

Ease of use

Functionality

Pros:

Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

Cons:

Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

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