Cherwell Service Management Review
Updated February 18, 2020
Cherwell Service Management Review
Overall Satisfaction with Cherwell Service Management
We use it as our primary ticketing system between our different IT departments to allow us effectively communicate and pass along problems.
- 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.
- I think it has had both its ups and downs. As I mentioned before it really can be a flexible tool but you need to spend the time with it.
- I think if we had more resources as a department we could use this tool to much greater effect.
Both products seem to be a bit more out of the box ready but lacked the customization that we were looking for and the workflows specifically from Spiceworks. All of the products would work if you are willing to change your functionality to match what they offer but we preferred to make it match us.