Avis clients sur Cherwell Service Management

Very effective ticketing system

Commentaires : Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Avantages :

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Inconvénients :

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Great product with high upside

Commentaires : Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Avantages :

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Inconvénients :

Implementation and additional integrations can be difficult (as with any product).

Standard functionality but horrible UX

Commentaires : We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Avantages :

Help desk tickets are tracked Released changes are tracked

Inconvénients :

User experience Look and feel of the software Search functionality Notification process Inactivity timeout

A good and reliable ticket management system

Commentaires : Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Avantages :

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Inconvénients :

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.

Enterprise-Level Ticketing System

Commentaires : I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.

Avantages :

Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.

Inconvénients :

When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.

Feature rich and customizable

Avantages :

Very much aligned with ITIL which is what our company is focused and built around.

Inconvénients :

Can be clucky at times, but that can be fixed with better customization.

Very cutomizable, and no coding!!

Avantages :

Very customizable, and no coding!! Easy to use

Inconvénients :

It's a bit buggy and there are some quirks that require adjustments

Cherwell - A Good Service Management Tool

Commentaires : Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts.

Avantages :

Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which works well for day to day tasks.

Inconvénients :

We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.

I used Cherwell as a client is enjoyed it

Avantages :

Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

Inconvénients :

Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

Cherwell is Great

Avantages :

Ease of administration and support when issues arise

Inconvénients :

Many options. Difficult to decide where to go next

Cherwell just works and I love to tell others about it

Commentaires : From the moment that we met the Cherwell folks in 2014 we knew that they were the right fit for us. They listen to their customers and they truly care about our needs and they encourage user input and interaction. There hasn't been a need that we've thought of that we either haven't been able to do or haven't been able to find an answer from the user community.

Avantages :

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Inconvénients :

When building a new business object there are so many options and check boxes (that's good). The problem customers face is that we don't know exactly what all those check boxes do so would like to see additional documentation on those.

Cherwell

Avantages :

Flexibility and customization - if you have the time, you can build it.

Inconvénients :

ADA, mobile and browser apps (thick client for PC only)

Cherwell - The Best

Commentaires : We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Avantages :

The fact that it has so much functionality, and you don't have to be a programmer to make changes.

Inconvénients :

There's almost too much you can do with it, and not enough time to accomplish it all.

A cost-savvy tool that you can do anything with (except coffee)

Commentaires : We needed a new ITSM tool that could do almost everything out-of-the-box, that was customizable, that allowed us to automate most of our regular processes and that didn't cost too much. After comparing most existing tools, Cherwell was the only one that filled our criteria. All of them. Anything you want to do with it can be implemented within days, even hours.

Avantages :

It can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!

Inconvénients :

The web interface could get some more love. Currently it's a web view of the hard client view, whereas I'd like it to use more of what web browsers and languages can currently offer.

Cherwell for Change Management

Commentaires : We did our implementation of Cherwell in an unconventional way. We started with the Change Management module because that is what we needed the most. From there we tackled Problem Management and then Incident Management. It was amazing how quickly we got Change Management working for Calvin IT. We did not have C.M. before so this was not only a technology project but also a culture change. Cherwell Software provided both a easy starting point out of the box and a easy path to make the changes we needed. The quick win in Change Management allowed us to tackle Problem and Incident with great momentum.

Avantages :

Easy to customize and develop new business processes

Inconvénients :

The portal needs to be responsive - the objects are currently static.

Used to track tickets

Commentaires : Track things that happen in the company more easily and understand where resources are being spent.

Avantages :

System was easy to implement. Give the ability to track tickets and record when things are going wrong. Shows clearly what was already attempted and allows use to see the time spent per person on a single issue.

Inconvénients :

Locking the Description down so after initial creation, it cannot be changed We like this idea, and will take some time/thought to get it right We are concerned that doing this could result in automation processes to stop working correctly, or other onesteps from functioning. Other concerns are auto-populate options for fields potentially breaking. Additionally we're concerned this might pigeon hole us a bit.

Great product out of the box

Commentaires : We implemented out of the box and have been able to use the application from day 1 after a 3 week implementation. What is even better is the flexibility of customizing the application in any way and even outside of ITSM.

Avantages :

Great out of the box, customizable, code less, great company culture

Inconvénients :

Expensive licensing for small companies, can take a while to get issues through at the help desk.

Great software, great company.

Commentaires : We've been using Cherwell for two years, and I still feel we've made the right choice. Its OOTB is excellent, and the ability to customize and expand the capabilities is great.

Avantages :

Works as expected. Easy to configure and is very intuitive.

Inconvénients :

Not really a "con", but our users are always coming up with new ways to use Cherwell.

Amazing software

Avantages :

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Inconvénients :

Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

Flexible and plays well with others

Commentaires : CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Avantages :

Flexibility and integrations

Inconvénients :

Mobile client

To the future with Cherwell

Commentaires : We have implenented Cherwell 3 years ago, that was the 4.30 version. We have made a lot of customization and now we have 8.2.1 version there were any big problems with the upgrade, this is what other softwares can't do :)

Avantages :

Flexibility Customable

Inconvénients :

Need better portal features like web2.0

Cherwell Review

Commentaires : Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Avantages :

ease of use and great customer service

Inconvénients :

Responsive Portal an easier to migrate UI from older versions.

Cherwell is a very robust ITSM and beyond IT software

Commentaires : This is a great tool that has allowed us to exceed our initial goals of ITSM needs. We have been looking at other areas to use the tool

Avantages :

robustness

Inconvénients :

robustness

Proven system for years.

Avantages :

Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

Inconvénients :

The system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.

Cherwell Service

Commentaires : This has been by far the easiest ITSM toolset to implement and configure than any previous toolset that I have implemented.

Avantages :

It allows you to do the things you need to do from an ITIL/ITSM perspective. As well as be creative when faced with obstacles, that do not require a "consultant" to code for you.

Inconvénients :

It needs to incorporate basic cost/financial management "attributes " for configuration objects