Cherwell

by Cherwell Software

Who Uses Cherwell?

Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.

What Is Cherwell?

Cherwell Asset Management is designed for organizations seeking large reductions in software license spending, IT overhead, and software audit risk. By integrating all the data related to hardware and software inventory, application usage, license entitlements, and IT purchases, you can seamlessly track and manage IT investments from purchase to retirement and abandon Excel spreadsheets.

Cherwell Details

Cherwell Software

https://www.cherwell.com

Founded 2004

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
Cherwell video
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Cherwell pricing overview

Cherwell has a free version and does not offer a free trial. Cherwell paid version starts at US$150.00/month.


Starting Price

US$150.00/month

Free Version

Yes

Free Trial

No

Cherwell Features

  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management

View full list of IT Asset Management Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Software

  • Budgeting
  • Change Management
  • Collaboration
  • Dashboard
  • Milestone Tracking
  • Portfolio Management
  • Project Planning
  • Reporting/Analytics
  • Requirements Management
  • Resource Management
  • Task Management
  • Time & Expense Tracking

View full list of Project Portfolio Management Software

Cherwell Alternatives

More Cherwell alternatives

Cherwell Reviews

Showing 5 of 150 reviews

Overall
4.4/5
Ease of Use
4.3/5
Customer Service
4.3/5
Features
4.4/5
Value for Money
4.5/5
Douglas F.
IT Tech Support Specialist
Higher Education, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 21/05/2020

"Very effective ticketing system"

Comments: 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

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

Cons: 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.

  • Reviewer Source 
  • Reviewed on 21/05/2020
Verified Reviewer
Service Transition Manager
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 01/10/2019

"Great product with high upside"

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

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

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

  • Reviewer Source 
  • Reviewed on 01/10/2019
Clayton A.
Student Technology Assistant
Higher Education, 10,000+ Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    3/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 11/08/2020

"The best way to manage inventory and tasks."

Comments: We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.

Pros: I like this program has a customizable interface that shows our team a consistent track of our progress. And, I like that we are able to search all tickets that have been created anywhere on our team for easy reference.

Cons: I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it depends on the major service that I select, it can slow down the entire team by making us manually fill out this at a certain time.

  • Reviewer Source 
  • Reviewed on 11/08/2020
Verified Reviewer
Business Systems Specialist
Higher Education, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    2/5
  • Ease of Use
    1/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 31/01/2019

"Standard functionality but horrible UX"

Comments: 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.

Pros: Help desk tickets are tracked
Released changes are tracked

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

  • Reviewer Source 
  • Reviewed on 31/01/2019
Verified Reviewer
IT Client Services Technician
Higher Education, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 13/02/2019

"Cherwell Ticketing Software"

Comments: Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Pros: Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.

Cons: The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.

  • Reviewer Source 
  • Reviewed on 13/02/2019