What do you like best?
Automated workflows are done very well
Helps automate most of my tasks
Good visibility for different teams
Precise Dashboards and reports
Good ticket tracking and grouping
Reporting is very flexible
Well integrated with Active Directory services
knowledge articles can be linked to the incident/request
The use of one step saves a lot of time and automate many processes for accounts management, mass closure of tickets, mass status change... endless ways of automation.
What do you dislike?
Requires strong infrastructure
Take a lot of memory of the computer
Error messages are not helpful sometimes
No web version
Sometimes it can get slow and freezes
Searching something can get tricking especially if the ticket details or title has been changed
Tool could be more centralized compared to other products
Emails update and update are not easy to check through the history of the of logs
the resolution details should be more visible for the users when they receive the automated email resolution
Recommendations to others considering the product:
Cherwell is very friendly and vey customisable tool.
Very important tool if you want to take your support to the next level.
What problems are you solving with the product? What benefits have you realized?
Head office support: desktop support,
Hardware software support, account managment support,
It automized many tasks and processes
Dashboards are accurate
Helpfull One steps