Cherwell Service Management Reviews

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Score 6.6 out of 101

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Reviews (1-25 of 36)

Jane Updegraff profile photo
Score 9 out of 10
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Pros and Cons

  • Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
  • Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
  • Cherwell's sales staff could use some improvement in the "paying attention to the little guy" area. It's true that sales people are focused on their larger potential commissions, and that is understandable, but as a small business, we were treated less than well by our Cherwell salesman. I would go so far as to say that he neglected us after we made the purchase and had a very serious complaint about what he sold us. We were sold a product without any implementation plan or package. I found out that we were probably the only customer that had this happen, but I wanted to mention t because it was huge headache to implement the product without any implementation help from the vendor.
  • I think Cherwell could do a better job of keeping their USA-based hosted server farm in better working order. Their infrastructure maintenance is improving and it doesn't affect Cherwell customers that host their own on-prem Cherwell servers, but for a long while they had a lot of failures at their on-demand server farm in Denver where they host instance for the US market. We would show up in the morning and our help desk technicians couldn't login for a couple of hours. They got these issues resolved quickly enough I suppose, within a few hours. And they did upgrade their Denver datacenter about a year ago and done better at maintaining it. But we literally can't do our jobs without Cherwell working as it s our primary help desk and end-user management tool.
Read Jane Updegraff's full review
PAULIUS BUCINSKAS profile photo
Score 8 out of 10
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Pros and Cons

  • Allows users to submit structured and clear service request or incident report tickets.
  • Easy to see all updates and track work done on the ticket.
  • Slow overall performance.
  • Not all search parameters available in dashboard creation option.
Read PAULIUS BUCINSKAS's full review
Denise Nohner profile photo
Score 8 out of 10
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Pros and Cons

  • Standard Change Templates - importing existing templates is quite easy, and nominating new Normal changes into a template is a great easy process as well.
  • Saved searches - When the reports don't quite give you what you need, searches are wonderful! Using the search function also gives a better depth of knowledge into what fields belong to which places in the database.
  • Support requests - this has been a great way for our IT guys to resolve "customer" issues quickly and in some semblance of order.
  • Back-end workflows need to speed up. Some of them seem very slow.
  • Aesthetics - viewing on some of the dashboards cuts the words off, which makes it difficult to use those graphs for reporting purposes.
  • I don't really have a third option - I haven't used the software quite that long yet.
Read Denise Nohner's full review
Richie Ritter profile photo
Score 10 out of 10
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Pros and Cons

  • Customization: Cherwell allows us to create custom solutions that address the specific challenges we face. From a very simple "feedback" form with a single text field to a more complex process with approvals allowing users to update information about their Configuration Items.
  • Integration: We pull data into the Cherwell system through various sources and different methods. We might use API calls to a web application to retrieve data, or directly connect to a database.
  • Cherwell currently has a sort of split system with an "Application" on one side and "Content" on the other. This is one of the greatest strengths because it enables deep customization to the "Content" while allowing new features and upgrades to the "Application" without causing disruption. Over the years, Cherwell has added great improvements to the Out-of-the-Box "Content" and the "Application" and while you can easily upgrade the "Application" side to gain the new features it provides, upgrading the "Content" is a much bigger challenge. Cherwell is very aware of this challenge, and is working to solve it, but the more you customize your "Content" the more difficult it is to pull in new features.
Read Richie Ritter's full review
Voncia Molock profile photo
Score 10 out of 10
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Pros and Cons

  • Capturing all of the activities involved in managing incidents in an easy to navigate way.
  • The ability to link incidents, problem and change requests to configuration items in the CMDB.
  • On steps to automate various business processes to eliminate manual processes.
  • Ease of upgrades and content.
  • Report writing.
  • Dashboard creation.
Read Voncia Molock's full review
Catherine Stevens profile photo
October 02, 2019

Cherwell Review

Score 10 out of 10
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Pros and Cons

  • Customization - if you can think it (and have time to develop it) you can do it.
  • Good ITSM solution OOTB and can be implemented quickly for most common needs.
  • Good user group and customer engagement.
  • Mobile app.
  • Responsive design/ADA.
  • Calling customer support.
Read Catherine Stevens's full review
No photo available
Score 5 out of 10
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Pros and Cons

  • Customization: Cherwell is a platform, so it can be built to do anything you can think of. However, you will require significant development resources.
  • Automation: there are vast capabilities for automation and integration with other platforms. Of course, significant DevOps capabilities are required.
  • Unlike some other ITSM tools, it has everything, such as knowledgebase, project management, CMDB, and integrations.
  • Cherwell is slow. Very very slow. This is somewhat understandable because it is a very complex tool and a lot of things are happening in the tool, but it still needs to be a lot faster. It takes over 7 seconds to load an incident. The web client is faster, but it doesn't have all the features of the rich client (installs locally).
  • Absolutely terrible UI: there's a left search pane, a right search pane, and a whole bunch of tabs at the bottom. What you get in the end is a screen that is divided into many small sections, and each section has large contents inside them so that you have to scroll left/right and up/down for many of them. It's the worst UI I have ever seen. Now add this to the slow speed mentioned earlier, and all your users hate it.
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David Crawford profile photo
Score 4 out of 10
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Pros and Cons

  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
  • While I understand that a lot of customization can be up to an organization, the platform was always a huge pain when going beyond the installed client. The web client and mobile app were very problematic and clunky, locked up frequently.
  • My university was 50% Windows/50% Apple, and there's no Apple client.
  • The built in remote control capabilities on tickets for client machines didn't play well with our active directory. We always just used a different program.
  • Error handling could have been much better. Accidentally assigning ticket items to "non-existent" resources could crash the client. Such as if the resource was removed before a worker's view was refreshed.
  • Tickets can go into limbo very easily, and seemed to require more development than it should to protect us from doing that. This is because there's a lot of different ways to do the same thing. Too many touch points all over the place in the UI.
  • Too many ticket priority options. Clients could be assigned personal higher priorities through VIP status, tickets could be given their own priorities that conflict with client status, and SLA deadlines could assign other conflicting priorities. There were more but these were the most problematic if you're using Cherwell in a situation where you have limited developer time to nail down all the inconsistencies every day.
  • There was an arbitrary time tracking feature on tickets that attempted to gather data on how long certain resources took, but because the UI was very cumbersome this was more of a pain to do and was very inaccurate of the actual work it takes to do certain things.
Read David Crawford's full review
No photo available
Score 7 out of 10
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Pros and Cons

  • It has a lot of flexibility in terms of dashboard customization.
  • You can customize ticket workflows to send them to particular teams in order.
  • Effective use of metrics to make sure you are hitting your deadlines.
  • It isn't the best looking application overall.
  • It can be finicky when it comes to customization. You have to spend some time to get the results you are looking for.
  • Some of the navigation can be a bit confusing, using search function can sometimes be more difficult due to the level of granularity they want.
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Robbie Speers profile photo
Score 9 out of 10
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Pros and Cons

  • 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
  • Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
  • Sometimes I will see an error pop up when copying text but it can easily be closed
  • Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Read Robbie Speers's full review
No photo available
Score 5 out of 10
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Pros and Cons

  • I really like that when repetitive requests come in we can create a problem ticket and then communicate with all requesters under one incident.
  • I like the flexibility in being able to add journal notes, assign tasks and one having one place to look for all information on a project. It's simple but I like that we can attach documents.
  • I would like to see more project management aspects incorporated. The ability to track progress on a timeline/graph. We've customized a template for office moves but are limited in the number of steps it will track before I need to add another incident.
  • I want the contact information to be more robust so that multiple people can be added to an incident and e-mailed at once instead of having to type in names in emails over and over again.
  • Resolution description is buried in the e-mail template that we send.
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Naomi Hagelund profile photo
Score 5 out of 10
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Pros and Cons

  • Cherwell's ticketing system does a great job of following a designated workflow. Consistency is important for any organization.
  • Cherwell allows for customized workspaces, so a user can see the things that are relevant to them. This cuts down on time it would take to sort through tickets in order to find what is relevant to a particular user.
  • Cherwell would often crash, both on logging in or in the middle of entering a ticket. This was extremely difficult and time-consuming on my end.
  • While it was possible to customize a workspace, the method for doing so was not intuitive.
  • There was not a large help or training source to draw from in order to better oneself at Cherwell.
Read Naomi Hagelund's full review
Keene Marin profile photo
November 22, 2017

Cherwell - ITSM

Score 8 out of 10
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Pros and Cons

  • Automated workflows are done very well. There is a broad and configurable set of automations available, which allow for effective incident routing.
  • Reporting is very flexible with all the options available, dashboards and graphing in an automated manner can be an effective delivery or ITIL reports.
  • Web based clients allow for some good basic functionality, which are good for customers, or end users.
  • Within our deployment model of Cherwell, there are core functional pieces that have to be configured at the top level, rather than the sub levels, which make some areas difficult to manage. For example, if one agency wants to use feature x in one way, but another agency wants to configure the same feature in a different way, then consensus has to be gained first. Its not as fully flexible in the base configuration space as would be ideal.
  • Automated email processes, especially in the volumes that the State of Wisconsin goes through require some tweaking to allow them to fire in an effective way. We sometimes see problems with backlogs of these.
  • Licensing based on concurrency and usage is a very modern approach, however, it leads to challenges in how customers use it. For example, we have automated log-off's in place for the local clients in order to manage our own usage, to maintain reasonable costs.
Read Keene Marin's full review
Steve Blinston profile photo
September 12, 2017

Cherwell Service Management

Score 10 out of 10
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Pros and Cons

  • The Cherwell application has multiple processes to supply the requested information and the resolved information.
  • Time Tracking is added, the cost can then be submitted to the hospital.
  • Documentation can also be uploaded within the assigned ticket, to supply information to other tasked resources.
  • The application is very good.
  • This weekend the current version was upgraded.
  • Senior management can supply full information of the time tracking with the associated ticket numbers.
Read Steve Blinston's full review
Michael J Mandeville profile photo
February 15, 2017

Great Process Builder

Score 8 out of 10
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Pros and Cons

  • Offers a great ITIL framework out of the box
  • Allows for a lot of customization and hooks into other software
  • Sets up an out-of-the-box process for a ticket lifecycle if you don't have a process already set
  • Creating and running reports is ridiculously, impossibly complex and complicated
  • The product is so open-ended it's almost too broad. We have ended up creating a lot of in-house customizations to the product that would have been nice to have out of the box.
  • Dashboards are great to have but they are awful in implementation. They are not dynamic and act more like a Bitmap file made in Windows 95 Microsoft Paint than a dynamic webpage. It would be nice if Dashboards were dynamic and were more like HTML or a web-based platform. It doesn't make sense why web design products like WIX exist yet the dashboards are needlessly complicated and have static image borders, sizes, etc.
Read Michael J Mandeville's full review
Brandon Joseph profile photo
February 03, 2017

I don't Code, I Cherwell

Score 10 out of 10
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Pros and Cons

  • Configuration is easy and doesn't require expensive consultants to do every little thing you need to adjust. I'm able to make minor and even major enhancements by myself. I find the development UI mostly intuitive.
  • The amount of things we can automate in our Support department using Cherwell is wonderful. We've not yet taken full advantage of this but are excited at the possibilities. From automatically creating and classifying tickets to responding to customers with specific attachments they need, Cherwell is going to help us eliminate wasted time.
  • Designing with Blueprints is an intelligent and efficient way to add new functionality to your Cherwell instance without all of the risk. Rollback files make it easy to "undo" any mistakes. This also allows you to develop in one environment and apply your Blueprints to the Production environment once fully tested.
  • 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 Brandon Joseph's full review
Evan Miller profile photo
Score 6 out of 10
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Pros and Cons

  • Ticket Handling and routing. Being a larger organization getting tickets routed to the proper internal groups to resolve is key.
  • Maintaining level of service. Without any ticketing system we would be hard pressed to keep track independently of issues/calls/emails received.
  • Asset management. Utilizing a web link to inventory new equipment assignments aids in troubleshooting with users as the equipment is bound to their userid. So when a ticket is generated for their ID a snapshot of what equipment they have and possibly are calling about is presented.
  • The interface is somewhat clunky to navigate and at times finding where things are located takes some time.
  • If you are idle too long in the application it will constantly pop up a message that you have been logged out due to inactivity but you cannot then close the application without having to end the task from the task manager in Windows.
Read Evan Miller's full review
Kevan Welsh profile photo
Score 10 out of 10
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Pros and Cons

  • Blueprints and One-Steps all for maximum flexibility and endless possibilities. Password resets, account onboarding/offboarding automation, self-service portal, and many many more.
  • Form building allows virtually endless possibilities for capturing data from end users or technicians alike. Publish them in the client, the web client, or the portal and help gather requirements from the beginning to ensure efficient use of resources.
  • Report building is very easy and configurable. Build customer variables, charts, graphs, matrices, and more without having to know any coding languages.
  • The performance of the system seems process heavy. Often takes a while to load specific screens.
  • Out of the box features on upgrades seem inconsistent on when and where they are applied for fear of overwriting previous custom work done in the system.
  • Organization of one-steps could use some work. Certain folders can only be accessed from particular regions of the orange or blue pills.
Read Kevan Welsh's full review
Jeremy Spindler profile photo
Score 10 out of 10
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Pros and Cons

  • One-Steps are easy to create use and save so much time!
  • We used majority out-of-the-box Cherwell features, and didn't need to spend time developing it ourselves.
  • Because Cherwell has so many out-of-the-box tools, some development options are limited to what is already provided
Read Jeremy Spindler's full review
Tim Westen profile photo
Score 10 out of 10
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Pros and Cons

  • The codeless configuration of Cherwell has been able to meet all of our demanding business needs. From data integration to complex process workflows we can respond and deliver the added value our business needs.
  • Cherwell does offer a great customer experience. There has not been one occasion when I have not been impressed with their commitment to the customers experience.
  • The development tools are robust and the time to develop had drastically been reduced from previous tools sets, this allows us to focus on gathering solid requirements for iterative changes rather than lengthy development cycles.
  • Our solution can be managed and grow with limited number of resources available. We continue to expand and grow as out business requires while maintaining 2 FTE.
  • Cherwell is in the process of balancing the speed to market of functionality and robust testing of those releases. We have come across a couple of issues in a particular release that have caused us issues that required configuration of workarounds or us having to skip the release until the function is resolved.
  • The web client for technician use still is not in par with the rich client. Cherwell has made the commitment to develop web first but the client parity of the rich and web clients is still not there.
  • The ability to be able to Select multiple rows from a result list and then run an action (one step) on them would be a huge win for my environment. Right now you can run a query and run an action against all returned results but it is dependent on the query results, which can be difficult to narrow enough for the general user.
Read Tim Westen's full review

Feature Scorecard Summary

Organize and prioritize service tickets (32)
8.4
Expert directory (23)
7.8
Service restoration (19)
7.7
Self-service tools (30)
7.7
Subscription-based notifications (21)
6.9
ITSM collaboration and documentation (27)
7.0
ITSM reports and dashboards (31)
7.7
Configuration mangement (24)
7.0
Asset management dashboard (22)
6.9
Policy and contract enforcement (15)
7.3
Change requests repository (27)
7.9
Change calendar (25)
7.5
Service-level management (27)
8.2

About Cherwell Service Management

Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.

Cherwell Service Management Competitors