# Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Cherwell Service Management the right Knowledge Base solution for you? Explore 166 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/121158/Cherwell-Software/reviews --- Cherwell Service Management 4.3 (166) [View alternatives](https://www.capterra.com/p/121158/Cherwell-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Cherwell Service Management Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews NO Nneka O Epic Technical AnalystHealth, Wellness and Fitness, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell.“ January 26, 2025 CC Cosmin C Senior IT AuditorInsurance, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Reporting is not very user friendly.“ January 22, 2025 Amit B System DeveloperHospital & Health Care, 10,001+ employeesUsed the software for: 1-2 years. “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.“ August 26, 2022 AF Abby F Sr. Solutions Center AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “It's not very intuitive on the admin side.“ May 23, 2022 MF Maizy F Music DirectorReligious Institutions, 11 - 50 employeesUsed the software for: 1-2 years. “It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. “ May 29, 2022 CA Clayton A Student Technology AssistantHigher Education, 10,001+ employeesUsed the software for: 1-2 years. “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.“ August 11, 2020 André L Systems AdministratorChemicals, 501 - 1,000 employeesUsed the software for: More than 2 years. “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.“ October 8, 2021 Stuart C Applications AdministratorFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products.“ May 20, 2021 ## Showing most helpful reviews Showing 1-25 of 166 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Amit B. System Developer Hospital & Health Care Used the software for: 1-2 years ### "Cherwell - A Good Service Management Tool" August 26, 2022 4.0 Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts. Pros 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. Cons We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it. Review Source NO Nneka O. Epic Technical Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Cherwell is an Efficient Service Management Tool" January 26, 2025 4.0 Overall, I've had a good experience with Cherwell. Using it efficiently was definitely a learning curve, particularly when transitioning from the previous service management platform. Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell. Pros The feature I like most about Cherwell is it's workflow management feature for IT change controls. This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization. Cons Sometimes, when documenting closing comments for a service request, Cherwell times out, and I have to document the comment again. Switched from [ServeManager](https://www.capterra.com/p/153037/ServeManager/) I'm not sure why the switch was made. This decision was made by leaders in Review Source JP Jennifer P. Sr. Auditor Accounting Used the software for: 2+ years ### "Cherwell User" January 30, 2025 3.0 Pros A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc. Cons There is not really a good way to track the ticket when it is submitted and does not alert you by email of the status. Review Source CC Cosmin C. Senior IT Auditor Insurance Used the software for: 2+ years ### "Cherwell User" January 22, 2025 4.0 User, I query Cherwell for specific condition tickets, reporting. Pros Easiness to search for tickets by name, number, etc Cons Reporting is not very user friendly. Printing a ticket does not capture attachments. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) IT Management decision to switch to Cherwell. Review Source VR Verified Reviewer Service Transition Manager Information Technology and Services Used the software for: 6-12 months ### "Great product with high upside" October 1, 2019 5.0 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). Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing Cherwell Service Management Better interaction with the Cherwell team, better customization. Review Source André L. Systems Administrator Chemicals Used the software for: 2+ years ### "A good and reliable ticket management system" October 8, 2021 4.0 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. Pros 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. Cons 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. Review Source Douglas F. IT Tech Support Specialist Higher Education Used the software for: 1-2 years ### "Very effective ticketing system" May 21, 2020 5.0 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. Review Source Mark D. Director of Operations & Data Management Higher Education Used the software for: Less than 6 months ### "Clunky and poor user interface" September 25, 2020 2.0 Have not enjoyed my experience with this product. The software feels antiquated and out of date. Pros Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet. Cons The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case. Review Source Chris M. Applications Analyst Education Management Used the software for: 2+ years ### "Very cutomizable, and no coding!!" October 2, 2019 4.0 Pros Very customizable, and no coding!! Easy to use Cons It's a bit buggy and there are some quirks that require adjustments Review Source Denise W. Technical Publications Support Specialist / PetroWiki Manager Used the software for: 2+ years ### "I used Cherwell as a client is enjoyed it" July 24, 2018 5.0 Pros 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. Cons 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. Review Source RJ Robin J. Application Support and Development Government Administration Used the software for: 2+ years ### "Best ITSSM Platform - Indespensible in Delivering Our Services" October 6, 2016 5.0 Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does. Pros Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it. Cons The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process. Review Source AF Abby F. Sr. Solutions Center Analyst Education Management Used the software for: 2+ years ### "Cherwell is ok" May 23, 2022 2.0 Pros I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too. Cons It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side. Review Source DILIP G. IT Middleware Administrator Financial Services Used the software for: 2+ years ### "Cherwell Review" November 20, 2018 3.0 Pros It's very handy to have issues and changes log and assign to specific users/groups, we were using this software more than 6 years, it also sends notifications to respective users. Cons Performance point of view it's little slow. Review Source JE Jennifer E. Senior Application Developer Information Services Used the software for: 2+ years ### "Cherwell has changed my career life." October 6, 2016 5.0 Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well. Pros I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best. Cons There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it. Review Source DS Derek S. Manager - Enterprise Operations Center Information Technology and Services Used the software for: 6-12 months ### "Total Cost of Ownership is the best in the industry" October 5, 2016 5.0 We had several systems at our company of the last few years. We have 20,000 users and over 400 locations spread throughout the world. We have used Lotus Notes, Heat, IBM Smart Cloud Control Desk. We went through major consolidation efforts for tools, people and processes. We are in the middle of a massive IT Transformation. We evaluated ServiceNow and Cherwell very closely with test instances in our organization. From easy of setup, use and administration Cherwell blew away ServiceNow. Continual Professional Services are costs not usually highlighted in initial sales meetings. With Cherwell, we are able to significantly decrease our 3rd party Professional Services costs. The licensing costs are much less expensive. With ServiceNow, you have to pay for modules as your organization matures and finds value in these new features. This is not the case with Cherwell. From easy of use, functionality to customer support and costs, there was not comparison. Cherwell blew away the competition and continues to do so. Pros Easy of use and intuitive nature. Cons Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge. Review Source BG Brian G. WiscIT/Cherwell Administrator Higher Education Used the software for: 2+ years ### "Cherwell is amazing software " October 5, 2016 5.0 We've been using Cherwell since August 2014, and have yet to encounter something we can't make it do. The ability to develop the tool with the access to the same tools and features that their in-house and partner developers use means that we can build the tool exactly as we like at very little cost, and it provides numerous ways to build integrations to other tools and services, without needing to develop expensive bespoke code. Going back to anything else would be unthinkable. Pros User community, ability to modify to meet our needs, variety of hosting options, a vendor who is as interested in making the best possible tool as we are. Cons The webclient isn't quite up to par with the installed client yet. This is my only real gripe. Review Source YB Yogesh B. Network Architect Information Technology and Services Used the software for: 1-2 years ### "Cherwell Service Management" July 7, 2021 5.0 Pros Integration into the business was quite straight forward. Many customisable features to tweak it to the company needs and for reporting. Overall a very powerful too for any organisation. Cons Not a bad thing, but you can get lost in customisation. Review Source DK David K. Data Center Operations Manager Hospital & Health Care Used the software for: 2+ years ### "Excellent ITSSM and climbing rapidly." October 5, 2016 5.0 Excellent product with very good support. Very flexible and supports many business processes beyond ITSM. Has been effective for our organization for Supply Chain management. Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services. Pros Powerful and flexible. Great dashboards and reportts. Cons Allows you to implement poorly if you don't follow best practices. The look and feel of Windows client is a bit dated and needs refreshed. Review Source MD Michael D. Director of User Support Education Management Used the software for: 2+ years ### "Best solution... even for the little guy!" October 5, 2016 5.0 Cherwell is the best solution for ITSSM on the market -- even for small businesses or schools. Cherwell is easy to configure and intuitive to use. Unlike other ITSSM vendors, it is flexible enough to handle anything without needing costly customizations. As a company, Cherwell is like a family. They truly care about their customers and their customers' success. In my experience, this is VERY rare among other ITSSM vendors. Pros Easy to use and customize. Extremely scalable without the need of costly vendor or 3rd-party professional services. Review Source OV Olivier V. Customer Support Director Insurance Used the software for: 1-2 years ### "A cost-savvy tool that you can do anything with (except coffee)" October 5, 2016 5.0 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. Pros 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! Cons 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. Review Source CG Chris G. Cherwell Product Manager Higher Education Used the software for: 2+ years ### "Excellent Product, Excellent Company" October 5, 2016 5.0 Cherwell is a great company to work with, they are responsive and never leave you hanging. The product is very flexible, we went from a NO organization to a YES organization. When we have requests for functionality we can meet our customers needs using Cherwell. The code-less platform is a great way to customize the program and not hamper our ability to upgrade to the latest version. Pros flexible, easy to upgrade, complete vendor support Cons After version 7, the theme colors were removed. Review Source NR Nejen R. Application Support Tier 2 Information Technology and Services Used the software for: 1-2 years ### "Cherwell Review" January 3, 2020 3.0 Cherwell is the CRM being used to track ticket submissions and acts as a KCS tool. Pros Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease. Cons It is very tedious to setup with many manual steps required. To do small things like set up a dashboard multiple mini steps are required. Review Source JP Jesus P. IT MANAGER Food Production Used the software for: I used a free trial ### "colioman" September 27, 2023 4.0 Pros It is a tool that allows me to know the productivity of my staff, follow up on all support requests in the company Cons Existe poca información para usar el software. Review Source ML Mike L. PM/Applications analyst Research Used the software for: 2+ years ### "Great software, great company. " October 5, 2016 5.0 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. Pros Works as expected. Easy to configure and is very intuitive. Cons Not really a "con", but our users are always coming up with new ways to use Cherwell. Review Source BB Bernie B. Change manager Higher Education Used the software for: 2+ years ### "Flexible and plays well with others " October 5, 2016 5.0 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. Pros Flexibility and integrations Cons Mobile client Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.