# Page 2 | Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Cherwell Service Management ## Showing most helpful reviews Showing 26-50 of 166 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HR Hector R. Lider de Soporte TI Hospitality Used the software for: 1-2 years ### "cherwell ITSM la mejor herramienta " November 26, 2024 5.0 nos parecio una de las mejores herramientas para poder llevar el control de nuestros incidentes y requerimientos, y control de cambios. Pros me encanta ya que puedes configurarlo como tu quieres a tus ideas, lo que otras herramientas no dejan modificar hasta cierto nivel. Cons que se requiere un expertis amplio para poder generar desarrollos Switched from [iTOP](https://www.capterra.com/p/163429/ITOP/) como hubo cambio de director y como mejora se implementó esta nueva herramienta. Review Source VR Verified Reviewer Business Systems Specialist Higher Education Used the software for: 1-2 years ### "Standard functionality but horrible UX" January 31, 2019 2.0 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 Review Source VR Verified Reviewer Applications Administrator Financial Services Used the software for: 2+ years ### "An all-in one service management package that works but has issues" May 20, 2021 4.0 Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. 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. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.) Pros While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc. Cons Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.) Review Source CT Cliff T. Java Software Engineer Consumer Services Used the software for: 1-2 years ### "High level of accurateness and flexibility" March 14, 2019 4.0 Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require. Pros The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities. Cons The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version. Review Source VR Verified Reviewer IT Client Services Technician Higher Education Used the software for: 2+ years ### "Cherwell Ticketing Software" February 13, 2019 5.0 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. Review Source VR Verified Reviewer DBA Food & Beverages Used the software for: 2+ years ### "Excellent help desk product" May 21, 2020 4.0 I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible. To search for an extended call, the tool has quick and well-designed consultation screens. I also manage the process changes using the tool. Pros The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst. Cons When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better. Review Source MF Maizy F. Music Director Religious Institutions Used the software for: 1-2 years ### "Enterprise-Level Ticketing System" May 29, 2022 5.0 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. Pros 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. Cons 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. Review Source AN Alex N. Systems Administrator Information Technology and Services Used the software for: 2+ years ### "Feature rich and customizable" August 3, 2022 4.0 Pros Very much aligned with ITIL which is what our company is focused and built around. Cons Can be clucky at times, but that can be fixed with better customization. Switched from [CA Service Desk Manager](https://www.capterra.com/p/145590/CA-Service-Desk-Manager/) ITIL focused Review Source VR Verified Reviewer IT Broadcast Media Used the software for: 2+ years ### "Cherwell and its uses..." July 29, 2021 3.0 Pros Configurability. It is highly configurable. Cons The complexity to configure it. It was a major challenge configuring it to our needs. Review Source Jason S. Data Center Tech Consumer Goods Used the software for: 1-2 years ### "Implementing Cherwell took longer than expected but the results were worth the wait. " September 12, 2017 3.0 Pros I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also. Cons I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs. Review Source VR Verified Reviewer Service Desk Supervisor Consumer Goods Used the software for: 1-2 years ### "Cherwell was decent but with too much customization it become cumbersome and clumsy." February 6, 2018 3.0 The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible. Pros Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization. Cons Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy. Review Source VR Verified Reviewer Help Desk Anapyst Information Technology and Services Used the software for: 1-2 years ### "Requires alot of cutomization" September 9, 2019 2.0 Software needs a lot of backend work and creates more issues then it resolves. Pros User limitation and liscensing. Lots of flexibility in reporting and searching. Cons Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless. Switched from [SERVICE MANAGER](https://www.capterra.com/p/89085/SERVICE-MANAGER/) Software was no longer supported Review Source VR Verified Reviewer Benefits Specialist Used the software for: 2+ years ### "Ability to customize but not always in an optimal way" March 23, 2018 4.0 A consistent and streamlined presentation of employee service responses across multiple departments in our organization. Pros Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful. Cons We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now. Review Source JH Jamie H. Director, Service Operations Retail Used the software for: 2+ years ### "Cherwell is a great ITSM that is easily expanded to the Enterprise" October 5, 2016 5.0 We implemented Cherwell in 2013. Currently we have incident, service request and change management implemented within IT. IT Projects underway are problem management, knowledge management and employee on-boarding/off-boarding. We also expanded the tool to Customer Service, Operations, Facilities Service and Supply Chain. Our next non-IT project will be implementing the tool within HR. The tool does not require programming background to configure. We have two non-technical resources who are responsible for the administration of the tool and development of new applications. Dashboards are an easy way to report real time data from the system. They are powerful and we use them everyday to monitor our service. As a company Cherwell is 100% customer focused. They listen to us and help us be successful with the tool. The culture of the company is amazing and not something you typically see at a software company. Pros Configurability, flexibility and ability to expand beyond IT. Cons The report writer is difficult to learn and understand. Review Source VR Verified Reviewer Director of IT Support Hospital & Health Care Used the software for: Less than 6 months ### "Cherwell ITSM very customizable" April 2, 2021 5.0 The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation. Pros Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything. Cons You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Cherwell Service Management Pricing Review Source CA Clayton A. Student Technology Assistant Higher Education Used the software for: 1-2 years ### "The best way to manage inventory and tasks." August 11, 2020 5.0 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. Review Source CT Chris T. IT Application Analyst Banking Used the software for: 2+ years ### "Cherwell is a powerful, flexible software that is great out of the box" October 4, 2016 5.0 We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world. Pros The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints. Cons The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative. Review Source NN Niru N. client support analyst Automotive Used the software for: 1-2 years ### "CRM Software used for Helpdesk " December 19, 2019 4.0 Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution. Pros I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs. Cons Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens. Review Source CD Catie D. IT Support Analyst Machinery Used the software for: 2+ years ### "Cherwell - The Best" October 5, 2016 5.0 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. Pros The fact that it has so much functionality, and you don't have to be a programmer to make changes. Cons There's almost too much you can do with it, and not enough time to accomplish it all. Review Source RS Robert S. Professional, Tech Ops Information Services Used the software for: 2+ years ### "Widget disparity between client application and web browser" October 5, 2016 4.0 All widgets are available in both the client and web parts of Cherwell, however, the widgets viewed in a web browser lack the same visual quality that you see in the client. Mainly graphs and grids differ between the client and web so much so that either widgets are doubled to accommodate the differences or separate dashboards entirely. Pros The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes Cons The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving. Review Source George A. Sr IT Consultant Higher Education Used the software for: 2+ years ### "Cherwell is Great" October 1, 2019 5.0 Pros Ease of administration and support when issues arise Cons Many options. Difficult to decide where to go next Review Source JL John L. IT Service Management Lead Law Practice Used the software for: 2+ years ### "Unparalleled Flexibility" October 5, 2016 5.0 The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms. With some more advanced knowledge, you can easily turn a basic ticketing system into a full-featured platform for your company. Pros The flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case. Cons The depth. While this isn't generally considered a negative, the software is so deep that you tend to realize there are a half dozen ways to do the same thing, and if you're of the mindset where you constantly tweak your apps, you'll always find a better way to do something, even if you don't have the time/resources to do so. Review Source VR Verified Reviewer HelpDesk II Education Management Used the software for: 6-12 months ### "Consistent Reliability and Functionality" April 8, 2021 5.0 Exceptional Experience of which has made management of my position easy. Pros This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of function and redirect allows for a streamlined system for resolution of issues. Cons It could be more intuitive in some areas and the report pulling leaves a lot to be desired on this area of opportunity Review Source VR Verified Reviewer System Tester Building Materials Used the software for: 6-12 months ### "An impressivly smooth operating system." October 19, 2017 4.0 Pros The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams. Cons Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system. Review Source SH Steve H. Service Desk Manager Environmental Services Used the software for: 2+ years ### "Cherwell just works and I love to tell others about it" October 5, 2016 4.0 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. Pros It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far. Cons 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. Review Source Similar Products Featured