Best Help Desk System for the Money around!
February 08, 2017
Best Help Desk System for the Money around!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Cherwell Service Management
It is being used for incident, problem and service request management throughout the State of Oklahoma's IT departments. It aids the state in tracking requests and service levels.
Pros
- The dashboards are amazing.
- It is easily configured to meet your needs.
- The reporting/searching capability is easy to use and available to all users.
Cons
- The Service Catalog in the Customer Portal is not very user-friendly.
- The method of making configuration changes and migrating them to production is single threaded sometimes, makes it hard to make several changes at once.
- Positive - we have decreased our backlog of cases and are doing better at meeting our SLAs.
- Positive - we have a better view of what all work we have to do.
We also looked at Service Now - however the cost difference between Service Now and Cherwell was so much that even with a few features we did not get with Cherwell, it was a much better value.
Cherwell Service Management (discontinued) Feature Ratings
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