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Easy to use system once you learn the ropes.
What do you like best about the product?
The best area of this software is it’s process in managing questions and concerns and it’s organization.
What do you dislike about the product?
There are only a certain number of users allowed on the software at one time.
What problems is the product solving and how is that benefiting you?
The software helps solve everyone’s problems in a timely manner. Multiple coworkers can work on a case at a time, the journal feature helps update each worker on the situation that needs to be solved.
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Works the way you want it to work
What do you like best about the product?
Best thig about it is the ability to customize almost everything, unlimited possibilities of rules, and automation processes , creation of automated steps that saves technicians alot of work
What do you dislike about the product?
The difficulty of designing the UX and web design flaws
What problems is the product solving and how is that benefiting you?
Report accuracy, collection of more information ler ticket
Recommendations to others considering the product:
Keep in mind that it could be too much for your needs, it is a system that needs Alot of customization in order to be ready
A great tool for incident management
What do you like best about the product?
customizability is great in this platform. We can create and modify dashboards to better serve our needs.
What do you dislike about the product?
Interface needs more buttons for navigation, should have more themes, like darker ones since some people work at night and it'd be better for the eyes.
What problems is the product solving and how is that benefiting you?
We are now managing our incidents from Cherwell. Efficiency is something that really improved for me with CSM.
Recommendations to others considering the product:
Don't add too much unnecessary information to your dashboards.
Helpful to track service
What do you like best about the product?
I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.
What do you dislike about the product?
Web client can be difficult to use, the formatting could be better. Sometimes the whole side is cut off when it easaly could be squished down a little bit to make it easier to use. Some times the inter face can be extremely slow.
What problems is the product solving and how is that benefiting you?
Tickets, organization, time management.
Recommendations to others considering the product:
Ease of use! it is very easy to integrate with our existing systems, email communication between users and
Cherwell Ticketing
What do you like best about the product?
I like the client, it seems to work much better than the web app
What do you dislike about the product?
It's not very intuitive and the buttons and layout are confusing
What problems is the product solving and how is that benefiting you?
Managing IT tickets, Customer Self Help Portal.
Cherwell Review
What do you like best about the product?
Easy to use and find history of requests.
What do you dislike about the product?
Nothing really except it doesn't look very appealing.
What problems is the product solving and how is that benefiting you?
Great way to keep track of where everyone's time is going.
Lagging behind the competition
What do you like best about the product?
Cherwell allows you to customize pretty much any aspect of the software to meet your needs. There is a lot of automating that can be done that will help cut down overhead.
What do you dislike about the product?
The interface does not seem to be well thought out. It appears to be designed to make certain tasks easier, but it ends up having the opposite effect. Most of the time we need to call support to figure out how to do something since their interface is not intuitive at all and the documentation is lacking.
Out of the box, the interface also looks very dated. Unless you have someone dedicated to graphic design, your self-service portal will end up looking like something from the 90's. The editor also has a very steep learning curve which should not be in the day and age. Most of their competition has drag and drop editors that are very easy to use while Cherwell's editor is overly complex.
The knowledge base is also very lacking compared to its competitors. You must be signed in to view knowledge base articles which almost defeats the purpose as you want your knowledge to be as easily accessible as possible. You also cannot link directly to a knowledge article which again makes it harder to promote the knowledge base.
Last, their update release cycle is lagging behind their competitors. There is only one update per year where most of their competitors are updating either monthly or even multiple times a month.
Out of the box, the interface also looks very dated. Unless you have someone dedicated to graphic design, your self-service portal will end up looking like something from the 90's. The editor also has a very steep learning curve which should not be in the day and age. Most of their competition has drag and drop editors that are very easy to use while Cherwell's editor is overly complex.
The knowledge base is also very lacking compared to its competitors. You must be signed in to view knowledge base articles which almost defeats the purpose as you want your knowledge to be as easily accessible as possible. You also cannot link directly to a knowledge article which again makes it harder to promote the knowledge base.
Last, their update release cycle is lagging behind their competitors. There is only one update per year where most of their competitors are updating either monthly or even multiple times a month.
What problems is the product solving and how is that benefiting you?
We use Cherwell primarily for incident management. Out of the box it is capable of meeting our needs.
Recommendations to others considering the product:
Look into some other cloud solutions such as FreshService, Jira Service Desk, or Samanage along with Cherwell. Most cloud solutions are cheaper than Cherwell and much easier to use.
User experience for Cherwell
What do you like best about the product?
Cherwell is a good software to record informations and details that we collected when we work with a client. The ease of use is what I like about.
What do you dislike about the product?
The layout of Cherwell is not very good as there is no way to just use keyboard to complete the whole ticket. One of the column has to be clicked by mouse, which slows down the process of creating a ticket.
What problems is the product solving and how is that benefiting you?
Good for keeping track with the work.
User experience
What do you like best about the product?
The layout of Cherwell provides an excellent user experience. It is easy and simple for daily use.
What do you dislike about the product?
It is unable to just use Tab on the keyboard to complete the ticket.
What problems is the product solving and how is that benefiting you?
We use Cherwell to store information we have with a client. For example, work request.
An excellent tool for managing and assigning tasks
What do you like best about the product?
It is easy to see at a glance what tickets are assigned to me and what has yet to be resolved.
What do you dislike about the product?
It's a little clunky. Even after the learning curve there are things that just don't behave the way that it seems they should. For example having to scrollbthe window down to set an issue to pending? There is plenty of empty space above.
What problems is the product solving and how is that benefiting you?
Trouble tickets are entered and get assigned to someone to resolve. It ensures that multiple people are not working on the same issue. It also gives a central place to document how the issue was resolved so that if the same issue occurs in the future we can save time in knowing how to handle.
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