Cherwell-A useful ticketing system
November 28, 2018

Cherwell-A useful ticketing system

Robbie Speers | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Cherwell is used mostly by our various Information Technology teams, as well as a few other departments that are project-based. It has solved several business problems, such as the process for when a new employee starts, when someone leaves, or changes positions. The tasks that are implemented in Cherwell allow for several technicians to work on one problem that involves many pieces. We hope to eventually use it for ongoing projects as well.
  • 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
  • Cherwell can reduce the amount of duplicate tickets entered by allowing you to search what's already open
  • Cherwell's tasks can allow accountability for other teams to do their piece of a ticket before closing yours
  • Cherwell's user portal makes it easy for users to enter their own tickets
We previously used SchoolDude and it was very lacking compared to Cherwell. Many things had to be done manually, such as selecting if the ticket was an incident or service request. If this was not selected, the ticket was not included in monthly reports. Now that is all automated.

SchoolDude did not allow multiple people to work on a ticket as needed, without assigning it to a new person before your work might be done.
Cherwell is good at tracking tickets put in by customers for short and longterm use. It is easy to close a ticket quickly when you are finished, but some tickets will take longer and that's what the pending status is for.

Cherwell may not be suited for longterm projects, ones that take months or over a year to accomplish. Our team hasn't integrated the feature yet so I can't speak on how well it works.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Change requests repository
Change calendar
Service-level management