Cherwell ITSM Reviews & Product Details

Simple and neat interface makes time tracking easy and seamless Review collected by and hosted on G2.com.

Only issue I found was that the time entries along with the data I typed gets cleared if I don't enter end time and I have to re enter them again Review collected by and hosted on G2.com.

We decided on Cherwell because of price point and the capability it promised could be delivered. With a bit of customization we were able to continually add value and improve core services. Initial setup was easy and deployment to end users was quick. The ease and speed did come at a slight cost however (see below). Review collected by and hosted on G2.com.

The user interface is odd, clunky, and has a large learning curve from a usability perspective. The out of the box functionality did not give us anything close to what we needed, so we had to customize the system heavily. Although we were able to customize, it wasn't always easy and it was difficult to get certain workflows created and in some cases we simply couldn't. An example of this is we needed a multi-directional workflow. If user selects "A" the ticket flows to "Resolver Group A", or if the user selects "B" the ticket flows to "Resolver Group B". In order to accomplish this we had the create 2 separate catalog items, which bloated our customer facing service catalog with extra items. It ultimately negatively impacted customer satisfaction do to customers submitting the wrong request that was routed to the wrong resolver group, resulting in the delivery of the wrong service. Review collected by and hosted on G2.com.

Being able to quickly adapt the tool to our needs has been wonderful. We've been able to use Cherwell to consolidate, standardize and transform our IT business and this trend is now spreading in the rest of Shared Services! Review collected by and hosted on G2.com.

As a hosted customer, we're at the mercy of Cherwell Support and this can sometimes lead to delays that are out of our control. Discovering and having to deal with the occasional bug can be a headache too. Review collected by and hosted on G2.com.

It works, eventually. It's an ITSM product. Review collected by and hosted on G2.com.

Where to start... Out of the box, the product requires a ridiculous amount of customization just to function. Customization is handled through a custom markup language so either you need to hire professional services or train staff to re-learn how to do simple web-development tasks.

Works best with a Windows-only thick-client like it's 1997. The server is WIndows only as well, of course, so plan to deploy and manage the server like it's 2008. Who uses the cloud and containers in 2020 anyway?

There is a web client but it's an afterthought. It requires additional development time for this to function as well.

Cherwell discontinued their mobile apps (again, is it 2004 here?)

The knowledge base is pretty much text-only. Creating rich documentation is extremely frustrating. Review collected by and hosted on G2.com.

Cherwell's platform is very easy to configure. One of the best things we like about Cherwell are the Business Objects and how we can easily re-purpose them for other business areas Review collected by and hosted on G2.com.

One of the biggest issues we have is the SDL process that must be used when publishing blue prints. This could just be how we are doing this process as an organization as well. Review collected by and hosted on G2.com.

Cherwell is an amazing application. What Cherwell doesn't give you out of the box, they give you the ability to build yourself. Cherwell also has an amazing community of customers that Cherwell what I define as the best ITSM tool on the market. Review collected by and hosted on G2.com.

Unfortunately, we are not able to trust that the upgrade won't break random functionality. The new content is amazing, but comes with a handful of bugs with every new release. Cherwell will put out a .0 release and the Cherwell community knows this is usually not a good release, and .1 will come out within weeks, typically we wait until .2 or higher. An upgrade for us, takes a minimum of 30 days prep, testing in non-prod and crossing fingers upon production implementation that all will go well.

The Cherwell Reports are not very user friendly. I consider myself a Cherwell expert, and I find it challenging to create reports. We have disabled access to report managers to our users to avoid them trying to figure out how to use it. We are able to get the data that we need using searches, widget, and PowerBI. Review collected by and hosted on G2.com.

What I like regarding Cherwell is the fact that you can create your own dashboard and have one-click access to most important features Review collected by and hosted on G2.com.

Unfortunately the layout of Cherwell is awful. It is not inituitive and one often has to spend some time to look for needed buttons. It looks like from 20 years ago. Review collected by and hosted on G2.com.

As a developer on the platform you can spin up proof of concepts and applications much faster than writing equivalents in other languages. It has a growing community and new integrations and functions are being created within the platform all the time. Review collected by and hosted on G2.com.

Some upgrades are pretty painful, including recent data center migration and the eventual loss of VPN tunnels. The licensing costs are quite expensive and is the limiting factor for us to use Cherwell as an enterprise platform due to the cap on users. Review collected by and hosted on G2.com.

Cherwell gives you all the tools you need to be able to grow and adjust your business year over year. Review collected by and hosted on G2.com.

Cherwell does take some time to configure and adjust it to your needs, but any software does. This one provides you the tools to do that in an easy to learn package, no coding knowledge needed. Review collected by and hosted on G2.com.

Codeless configuration. Can add more than just ITSM to the platform such as HRSM and Facilities Management. Review collected by and hosted on G2.com.

Not enough support from Cherwell on their released mApps. They seem to be an after thought when the platform goes through a major upgrade. Review collected by and hosted on G2.com.

It handles incident and problem really well. The ability to customize the software Review collected by and hosted on G2.com.

Some of the integrations do not work as easily as advertised Review collected by and hosted on G2.com.

The tool simplifies complex processes through the use of managers and editors that make it simple to enact processes on the fly. The tool has a bunch of different out of the box capabilities that other vendors just don't have. Review collected by and hosted on G2.com.

Because the product has grown over the years from a desktop experience to a web experience, much of the platform is still catching up to what a web native client could offer. Review collected by and hosted on G2.com.

We used to have a limited ITSM tool, but when we moved to Cherwell, not only did we get a new ITSM tool; we got a new Enterprise Service Management tool. We're using Cherwell to integrate IT, HR and facilities into a centralized, stream less system. We're implementing automation and the sky-is-the-limit with Cherwell! We're integrating tons of systems and pushing the limits of Cherwell. So far, Cherwell has met every challenge; we have yet to find a limit to what Cherwell can do for our company. Review collected by and hosted on G2.com.

The reporting module needs work, but it's getting there. Review collected by and hosted on G2.com.

Everything in the system is configurable and it is easy to build new capabilities, even very complex ones. we were able to build HR functionality prior to some of it being released by Cherwell and then incorporated a number of new features (called mergeable applications) to short cut delivery of a number of parts of the system. We now use the systen across a number of areas, many of which are outside of ITSM. We love working with the company, they have a simple, no-hassle commercial process, very helpful and humble culture that is very customer-focused. I also really like dealing with the support team. I recently had a difficult issue where on first call we spent 45 minutes on screen-share and also conferenced in one of the developers who handles that area and resolved the call! I have had consistently great interactions with Cherwell. New features and capabilities are being rolled out all the time. Platform upgrades are painless despite really heavy customization. Review collected by and hosted on G2.com.

They are growing so fast that we have seen a fair number of reassignments of account people and others that we deal with. This is a pretty minor point though as new and old have been consistently good. Review collected by and hosted on G2.com.

The ticket tracking settings are pretty complete. There are enough customizable settings to track tickets efficiently and thoroughly. Review collected by and hosted on G2.com.

Some functionalities do not work and the email server is unreliable. Review collected by and hosted on G2.com.

The ability to customize Cherwell and create different business objects for the different departments within the company is a must have for cross-functionality. Review collected by and hosted on G2.com.

Nothing truly to dislike - the largest issue for us has been implementation and integration, which is complex for any organization. Review collected by and hosted on G2.com.

The robust API allows us to easily pull information from it to integrate with our other systems Review collected by and hosted on G2.com.

There is nothing in specific at this time that I can think of. Review collected by and hosted on G2.com.

The thing that I like best about the Cherwell Service Management software is the fact that tickets/incidents can be set to pending status. This turns the indecent a blue color so it is easy to see which tickets are waiting on a customer response. After a ticket is set to a pending status, it is then automatically resolved after two weeks if the customer has not added anything to the ticket or responding to emails. Review collected by and hosted on G2.com.

I don't like how Cherwell Service Management software sometimes can be very slow and can crash. It sometimes will log me out without a prompt. Review collected by and hosted on G2.com.

The ease of administration and support from Cherwell Review collected by and hosted on G2.com.

There are many solutions so it is sometimes difficult to decide where to go nerxt. Review collected by and hosted on G2.com.

Service deliver and accurate tracking of time for various resources for all related projects and time tracking/resource management tickets and for change orders. Review collected by and hosted on G2.com.

Setting up views should be a little more straight-forward. More self-service tutorials should be embedded in the product. If they are, make them easier to find. Review collected by and hosted on G2.com.

Automated workflows are done very well

Friendly interface

Fast

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. Review collected by and hosted on G2.com.

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

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Very helpful to automate workflows and processes Review collected by and hosted on G2.com.

nothing so far, everything seems to be working Review collected by and hosted on G2.com.

The ability to sort the tasks based on different criteria, such as SLA, requester, and the ability to make notes in regard to the service requests/repair tickets. Review collected by and hosted on G2.com.

It seems as though I am unable to compile reports for printing. For me to print the information that I need, I have to copy and paste it into Word, then print my tickets. Also, I do not see a way to reopen tickets that I have closed in order to make edits or additions to the ticket, or make new notes to an existing ticket that will help another technician in the future. Review collected by and hosted on G2.com.

Cherwell has been great in automating our processes across the ITSM board. Review collected by and hosted on G2.com.

The only thing that is frustrating is the maintenance with multiple developers. It is easier I think with less than more. Review collected by and hosted on G2.com.