Cherwell
by Cherwell Software
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 Asset Management is designed for organizations seeking large reductions in software license spending, IT overhead, and software audit risk. By integrating all the data related to hardware and software inventory, application usage, license entitlements, and IT purchases, you can seamlessly track and manage IT investments from purchase to retirement and abandon Excel spreadsheets.
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
Deployment
Cloud, SaaS, Web
Installed - Windows
Mobile - iOS Native
Mobile - Android Native
Training
In Person
Live Online
Webinars
Documentation
Support
24/7 (Live Rep)
Business Hours
Online
Cherwell Features
Cherwell Reviews
Showing 5 of 149 reviews
Douglas F.
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Overall Rating5/5
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Ease of Use4/5
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Features & Functionality5/5
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Customer Support5/5
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Value for Money5/5
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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
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Overall Rating5/5
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Ease of Use4/5
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Features & Functionality5/5
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Customer Support4/5
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Value for MoneyUnrated
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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
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Overall Rating4/5
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Ease of Use3/5
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Features & Functionality3/5
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Customer Support5/5
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Value for Money3/5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 21/05/2020
"Excellent help desk product"
Comments:
I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.
To search for an extended call, the tool has quick and well-designed consultation screens.
I also manage the process changes using the tool.
Pros: The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.
Cons: When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.
- Reviewer Source
- Reviewed on 21/05/2020
Verified Reviewer
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Overall Rating2/5
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Ease of Use1/5
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Features & Functionality3/5
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Customer SupportUnrated
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Value for MoneyUnrated
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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.
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Overall Rating4/5
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Ease of Use5/5
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Features & Functionality5/5
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Customer Support4/5
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Value for Money4/5
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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
