Cherwell Service Management

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Cherwell Service Management

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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...

Cherwell Service Management Pricing

Pricing information is available on inquiry.

Starting price: 

$189.00 per month

Free trial: 

Not Available

Free version: 

Available

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Cherwell Service Management User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 155 reviews

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Douglas

Education Management

Verified reviewer

Company size: 501-1,000 employees

Industry: Higher Education

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

4

Value for money

5

Customer support

5

Functionality

5

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

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.

Anonymous

Verified reviewer

Company size: 1,001-5,000 employees

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Customer support

4

Functionality

5

Reviewed October 2019

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).

Reasons for choosing Cherwell Service Management

Better interaction with the Cherwell team, better customization.

Anonymous

Verified reviewer

Company size: 501-1,000 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

3

Customer support

2

Functionality

4

Reviewed May 2021

An all-in one service management package that works but has issues

Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.)

Pros

While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc.

Cons

Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)

Anonymous

Verified reviewer

Company size: 201-500 employees

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

1

Functionality

3

Reviewed January 2019

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

Anonymous

Verified reviewer

Company size: 1,001-5,000 employees

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Customer support

4

Functionality

5

Reviewed April 2021

Cherwell ITSM very customizable

The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.

Pros

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

Cons

You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions.

Reasons for choosing Cherwell Service Management

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