Who Uses Cherwell?
Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.
What Is Cherwell?
Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwells flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk.
Cherwell Details
Cherwell Software
https://www.cherwell.com
Founded 2004
Cherwell pricing overview
Cherwell has a free version and does not offer a free trial. Cherwell paid version starts at US$150.00/month.
Starting Price
US$150.00/month
Pricing Details
Use Cherwell Asset Management FREE on up to 100 Machines
Free Version
Yes
Free Trial
No
Cherwell deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
- Installed - Windows
- Mobile - iOS Native
- Mobile - Android Native
Training
- In Person
- Live Online
- Webinars
- Documentation
Cherwell Features
IT Asset Management Software
- Audit Management
- Compliance Tracking
- Configuration Management
- Contract/License Management
- Cost Tracking
- Inventory Management
- Maintenance Management
- Procurement Management
- Requisition Management
- Supplier Management
ITSM Tools
- Asset Tracking
- Availability Management
- Change Management
- Configuration Management
- Contract/License Management
- Incident Management
- Problem Management
- Project Management
- Release & Deployment Management
- Self Service Portal
Project Portfolio Management Software
- Budgeting
- Change Management
- Collaboration
- Dashboard
- Milestone Tracking
- Portfolio Management
- Project Planning
- Reporting/Analytics
- Requirements Management
- Resource Management
- Task Management
- Time & Expense Tracking
Cherwell Alternatives - Capterra New Zealand 2021
More Cherwell alternatives
Cherwell Reviews
Read all reviewsOverall rating
Average score
Douglas F.
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 21/05/2020
"Very effective ticketing system"
Comments: 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.
- Reviewer Source
- Reviewed on 21/05/2020
Verified Reviewer
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support4 /5
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 1/10/2019
"Great product with high upside"
Comments: 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).
- Reviewer Source
- Reviewed on 1/10/2019
Verified Reviewer
-
Overall Rating2 /5
-
Ease of Use1 /5
-
Features & Functionality3 /5
-
Customer SupportUnrated
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 31/01/2019
"Standard functionality but horrible UX"
Comments:
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
- Reviewer Source
- Reviewed on 31/01/2019
Cliff T.
-
Overall Rating4 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer Support4 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 14/03/2019
"High level of accurateness and flexibility"
Comments: Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.
Pros: The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.
Cons: The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.
- Reviewer Source
- Reviewed on 14/03/2019
Verified Reviewer
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 13/02/2019
"Cherwell Ticketing Software"
Comments: 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.
- Reviewer Source
- Reviewed on 13/02/2019
