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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.
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
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.
I would seriously consider NOT working for a company that uses this software for change control.
This product stands up against the Goliaths at a much better price point and value. It is gaining rapidly on the top two competitors, and for very good reason.
Worst commercial software platform I have ever seen.
If you can dream it you can do it. They have a great community that is willing to help.
I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket.
Amazing user friendly and great flow. Looking forward to being admin if the tool.
The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.
It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).
We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
Getting confused sometimes about where a specific feature may be.
We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.
The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
Cherwell Service Management
SolarWinds Service Desk
Top FeaturesCherwell Service Management
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SolarWinds Service Desk
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