Asana vs Cherwell Service Management

• Fast: Unlike other PM platforms I've used, Asana is very fast. In fact, it's so fast that when you leave a comment on a task, anyone else looking at that task at the same time will actually see updates as you type. You can easily move tasks into different projects by dragging and dropping. There is no lag time between opening new projects and tasks. Everything seems to load instantaneously.
• Intuitive: Asana doesn't have a steep learning curve. The default view is list-based. Your team will have no problem learning how to add new tasks, use the WYSIWYG editor, or assign tasks. Use familiar commands like "@" to tag a follower on a task.
• Keyboard shortcuts: The keyboard shortcuts are incredibly helpful. Simply press enter to enter a new task, tab+backspace to delete, use familiar copy/paste and undo commands, and much more. PMs with a lot to juggle will appreciate the shortcuts.
• My Tasks: The "my tasks" view provides a single, centralized location for you to see everything on your plate. Use section headings and drag and drop tasks to re-order. I use this to prioritize my week. It helps me focus on what's really important.
• Searchability: The search in Asana is intuitive. Our task backlog dates back three years, and I can still almost always find what I'm looking for via a simple keyword search. Projects are archived, not deleted, so I always feel like my historical information is safe.
• Flexibility: Projects can be set up as a waterfall/list view or as kanban. This product should work well for teams with different styles.
• Integrations: Asana integrates with everything. There's a great Slack integration, but my favorite is the Instagantt integration. Using Instagantt in tandem with asana is a super easy way to create attractive digital project calendars.

Read full review

• Allow a ticket to be put on pending when it can't be resolved within the SLA
• Create a task for when another technician needs to assist with the ticket, for something out
• Allow you to email customers through portal without giving your personal email out

Read full review

• I hate that Asana does not have time keeping functionality inbuilt. I use Asana with lot of contractors and I would love if there was a time keeping function.
• Asana sends me a lot of notifications. Sometimes it is super helpful but often I opt out of notifications. I would love to see if Asana can optimize or change the notification frequency in a unique way.
• Asana does not allow me to chat if the other user or team members are online. I would love to have that feature instead of just commenting.

Read full review

• During my time working on the Cherwell implementation and subsequent modifications, I've noticed some 'out of the box bugs' that I'd like to see corrected in future versions of Cherwell. Some are simple oversights. Examples include leaving the Last Name out of the default Grid for the Customer table and some issues with the SLA date fields being set correctly in some cases.
• Cherwell really needs a distributed data center model so global customers can run a single SaaS instance and whose remote teams can connect to their nearest Cherwell server. Our teams in France and the USA currently connect to one Cherwell server in the UK and the performance/latency for our folks furthest away from the server could be better.
• The documentation could certainly be expanded upon. It does a good job explaining what everything is but doesn't go into enough detail to help you understand how to use it. Examples could be included at the bottom to help readers understand the content and how to apply it.

Read full review

• Asana has helped us be more efficient in tracking projects while simultaneously eliminating the clutter of emails.

Read full review

• I think it has had both its ups and downs. As I mentioned before it really can be a flexible tool but you need to spend the time with it.
• I think if we had more resources as a department we could use this tool to much greater effect.

Read full review