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Cherwell ITSM (BYOL)

Cherwell Software | 9.7.1

Windows, Windows Server 2016 Base 10.0.14393.3542 - 64-bit Amazon Machine Image (AMI)

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External reviews

157 reviews
from G2

External reviews are not included in the AWS star rating for the product.


    Tanmay M.

Cherwell Service Management

  • January 04, 2024
  • Review provided by G2

What do you like best about the product?
We are using using this Tool in my current project. It is a very good tool use day to day user ticket.
What do you dislike about the product?
I found it a bit slow but it can be updated and made it perfect.
What problems is the product solving and how is that benefiting you?
It worked perfectly but it bit slow compared with other ticketing tool.


    Transportation/Trucking/Railroad

Good product but company issues

  • December 05, 2023
  • Review verified by G2

What do you like best about the product?
Cherwell is a good enterprise ITSM tool and can be customized easily to your needs. You can build dashboard, customize ticket layouts and can have own workflows.
What do you dislike about the product?
There are not many out-of-the-box reports available and still lacks readily available integrations with other applications. Though Cherwell does provide options to integrate through different means that need some development in middleware
Also It is better seen working through desktop client and limited availability though web
What problems is the product solving and how is that benefiting you?
Using cherwell for incident and change management.


    Daniel V.

Not my first choice for IT Ticketing Systems

  • November 02, 2023
  • Review verified by G2

What do you like best about the product?
There are plenty of options and reports that can be built inside of Cherwell, and the standalone app is liked among some of the users at our company.
What do you dislike about the product?
There seem to me plenty of things lacking, and not as industry-standard as other competing programs. Searching and dashboards are way more complicated and unfriendly than they should be.
What problems is the product solving and how is that benefiting you?
Right now Cherwell is being used to the processing and managing of tickets tickets through the IT departments. It has been a benefit to us in that it is slightly better than using Excel, email alone, or A MS Form.


    Asad H.

Cherwell ticketing software

  • September 17, 2023
  • Review provided by G2

What do you like best about the product?
I liked the simplicity and the ease of use of the tool which anyone can use without any complex training and the UI is very user friendly so that no one has much problem working on the software.
What do you dislike about the product?
The software sometimes had some problems like it didn't generated tickets and hen we had to send a mail to the CSM team to get that resolved which created a lot of problem for our team
What problems is the product solving and how is that benefiting you?
Cherwell was helping us track and manage the Global service desk department so we didn't have to revisit all old tickets to identify a user recurring problem, this is just an example, there were other problems as well which it helped us to manage.


    Bilal Ahmad k.

Cherwell Service management tool

  • August 21, 2023
  • Review provided by G2

What do you like best about the product?
The incident change and other service tickets are effectively managed in the tool , also during any change planning the Config hash etc can be attached easily for multiple team and resource to view .
What do you dislike about the product?
Sometimes cherwell works slow could be due to lagging or service level issues but the slowness fr moving one page to another is sometimes quite irritating
What problems is the product solving and how is that benefiting you?
Incident tracking
Service requests tracking
Change requests management


    Candis D.

Cherwell Review

  • August 03, 2023
  • Review verified by G2

What do you like best about the product?
We use this program at work and it is so easy to use, it walks you through the process, step by step to the end. If we are having any issues with our system this is the ticketing system we use to forward any issues to our IT Dept.
What do you dislike about the product?
I did not find anything that I haven't liked with this program.
What problems is the product solving and how is that benefiting you?
Whenever I have any issues with our computer systems, this is where I send my help questions to, so they can be resolved by our IT Dept. as soon as possible.


    Information Technology and Services

Analyst

  • June 16, 2023
  • Review provided by G2

What do you like best about the product?
It's UI and user friendly interface. Thank you. Hope this helps.
What do you dislike about the product?
Nothing at the moment, thank you. Hope this helps.
What problems is the product solving and how is that benefiting you?
Quick customer support


    Gautam c.

Robust Incident Management Tool

  • March 13, 2023
  • Review verified by G2

What do you like best about the product?
Cherwell is beneficial in keeping track of the Incidents raised across the organization. The application is straightforward to navigate through and user-friendly.
What do you dislike about the product?
The application tends to log out due to system inactivity. It would be better to enhance the software to remain active until the user wants to stay logged in and disconnect at the user's choice.
What problems is the product solving and how is that benefiting you?
Cherwell is assisting in classifying tickets and enabling the user to pick up the relevant one to work with. This has in turn, helped me pick the tickets accordingly and work faster and more efficiently.


    Majid Irfan B.

Cherwell - A competative ticketing tool

  • November 09, 2022
  • Review provided by G2

What do you like best about the product?
There are lot of features cherwell tool will provide you - from finding detailed reports, Mutiple filters, sub categories in documenting tickets and much more..
What do you dislike about the product?
Sometimes it crashes down (web verison is still better), pulling data takes more then a while to extract ( I mean it can be more faster). In total - I will suggest to get more on stability / uptime of the tool..
What problems is the product solving and how is that benefiting you?
I used it for 2+ years and I can tell you - it can be used for mutiple purpose - it hepled us in extracting reports using mutiple filters, in auditing - like performance of team, employee etc. It served as getting the bills for tickets created/worked on with the client. Many more to go..


    Hospital & Health Care

Cherwell not best choice

  • April 26, 2022
  • Review provided by G2

What do you like best about the product?
There was nothing that stood out as favorable with this ticketing system. There are no outstanding features. No one on the team, including the manager liked it. There supposedly replacing it.
What do you dislike about the product?
It would log you out in the middle of creating or finalizing a ticket, you couldn't create templates for common issues, difficult for metrics. Everything you tried to do was a pain. I couldn't even search just for my daily tickets easily.
What problems is the product solving and how is that benefiting you?
As a user of the software, it was clunky. Nothing was simple. It was very time consuming for metrics, sorting tickets per user. There are so many better systems that are cheaper and have more ability and control.

(My contract recently ended with this company after 9 months. It was a 9 month project.)
Recommendations to others considering the product:
There are better ITSM software out there that has greater ease & function. I would not recommend it.