A no-frills ticketing system
February 07, 2017

A no-frills ticketing system

Evan Miller | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

[We are] currently utilizing Cherwell primarily as a ticketing/ticket tracking system with some minor asset management roles tied into it. It is being used by the IT department as a whole across our entire organization. It helps to ensure prompt response times and accountability among IT employees that are assigned particular issues.

Pros

  • 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.

Cons

  • 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.
  • We are able to keep users in the loop via automated status updates on their issue/ticket. Resulting in a better user experience.
I did not choose Cherwell for this organization. This system was already in place when I started employment.
If you are a single consolidated IT group it will excel for you as a ticketing system. The asset management portion could be a little more robust, but again this could be in relation to the interface of the product/version we are using. If you are a decentralized IT group then another platform may be better suited.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
5.5
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
5
Self-service tools
3
Subscription-based notifications
6
ITSM reports and dashboards
4
ITSM asset management
4.3
Configuration mangement
5
Asset management dashboard
3
Policy and contract enforcement
5
Change management ()
Not Rated

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