Ease of Ticket Tracking
Andrew Breyen | TrustRadius Reviewer
July 09, 2018

Ease of Ticket Tracking

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

We use Cherwell Service Management in our organization to manage Help Desk tickets and assign them to the appropriate group and person in our IT Department. Cherwell Service Management is also used to track computer and other IT Services property inventory, where it is, who has it, the costs that are associated with it.
  • Ticket Tracking
  • Asset Management
  • Communication between IT Groups
  • Sometimes it can be slow
  • The search function can be confusing
  • Editing of email templates is not easily apparent
  • Previously, our helpdesk manager solely used email to track ticket times, assignments, etc. But that results in a lot of emails that can easily be lost. Cherwell puts it all inside of an app, and all emails are sent from the generic helpdesk email.
  • Cherwell makes it much easier to track tickets, and collaborate with team members as well as other teams
  • Cherwell Asset Management ties into Cherwell Service Management to keep track of node numbers and what is being used
It makes it easy to ticket track with our IT Department. Cherwell Service Management ties into our helpdesk email account, so whenever someone sends an email to our helpdesk, a ticket is automatically created, classified, and the user gets an automatic response saying that their request has been received and it should be resolved shortly.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
Not Rated
Configuration mangement
6
Asset management dashboard
5
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
6