# Page 3 | Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Cherwell Service Management ## Showing most helpful reviews Showing 51-75 of 166 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer ERP IT - Procure to Pay. Used the software for: 2+ years ### "Easy to manage your change management" May 5, 2018 4.0 Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online. Pros You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call. Cons Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback. Review Source CS Catherine S. Director, ITAC Higher Education Used the software for: 2+ years ### "Cherwell" October 1, 2019 5.0 Pros Flexibility and customization - if you have the time, you can build it. Cons ADA, mobile and browser apps (thick client for PC only) Reason for choosing Cherwell Service Management Cost and feature sets. Review Source VR Verified Reviewer Sr. Forecasting Analyst Financial Services Used the software for: 1-2 years ### "Cherwell is a solid technical support software suit" August 29, 2019 4.0 Pros Cherwell is very through and can support many types of help tickets for all types of support events. I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support. It is easy to search for tickets and keep your support organized. Cons The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve. Review Source PT Picaso T. Software Engineer Wholesale Used the software for: Less than 6 months ### "A lot of features and functionality, plus easy to configure." July 21, 2017 5.0 I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing. Pros That it is fairly easy to configure. The administration course contained a lot of information but once you start to play with it and build things out its sort of like riding a bike for the first time, well maybe more like flying a plane for the first time. Cons The overall look of the ticking window, very busy, a bit confusing for new users to figure out exactly what to fill in and where to go next on the page. Different sections, different font sizes, the colors, etc. make a bit difficult to navigate around. Again, you learn it over time, but if it's your first time using it, or with our IT staff some people rarely use it, this can make it difficult to know where to navigate. We are still in the testing/learning phase and about to go live, it will be interesting to see if our system administrators continue to develop and enhance the system over time, which the should do because in the week long administration class we saw first hand how powerful this tool can be, or will they just leave it as is which is a rather simplistic go-live model. Review Source FP Forrest P. Developer Hospital & Health Care Used the software for: 2+ years ### "Bane of my existence" July 11, 2019 2.0 I would seriously consider NOT working for a company that uses this software for change control. Pros There isn't anything I DO like about this software. Cons It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels. Review Source KE Keth E. Software Engineer Wholesale Used the software for: Less than 6 months ### "A lot of flexibility & functionality when compared to other top players in this realm." June 9, 2017 5.0 We are still in the learning process of all the benefits and about to roll it out and go-live. Pros Ability to make changes to forms is very easy. We can also created and adjust workflow pertaining to incident/problem tickets as well as change tickets, which can all be done without having to recycle services during the off-hours. Such changes to the code are captured in snapshots which can then be easily restored if we discovered something we changed isn't working correctly. ITIL is also built into the tool and yet it can be tweaked to meet our needs. Likewise, dynamic reporting capabilities without having to go to an 3rd party bolt-on vendor. I'll also add that configuration item comes with the product, something we have desired for a long time in order to increase productivity and reduce outages related to our weekly Change Meetings. Cons Not too much I don't like. I guess learning the administration portion was a bit overwhelming at first, a lot a material to try to grasp and then apply when those situations arise that require us to dig thru the old memory banks on how to go about accomplishing what is needed. HOWEVER, I'm sure all Service Mgmt. tools are like this, in fact the tool we left was so overwhelming that most of our work had to be contracted out which made it hard to support later down the road. Review Source DM Delcia M. Senior Technical Analyst Translation and Localization Used the software for: 1-2 years ### "Once you go Codeless you'll never go back" October 5, 2016 5.0 Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool. Pros It's codeless and super friendly Cons I don't have any cons at this point Review Source JK John K. Technology Operations Manager Government Administration Used the software for: 2+ years ### "Excellent Service Management Software" October 5, 2016 4.0 Cherwell is an excellent service management platform and can be used for just about anything you want to track and record. My organization started using it for ITSM and has expanded to volunteer management, project management and time tracking. The tool takes time to learn but after you understand the principles almost anything is possible. Pros The flexibility it provides, excellent customer service, ability to share mApps with others. Cons Takes some time using the software to become proficient at making modifications. Review Source KV Kevin V. DBA Higher Education Used the software for: 1-2 years ### "Cherwell for Change Management" October 4, 2016 5.0 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. Pros Easy to customize and develop new business processes Cons The portal needs to be responsive - the objects are currently static. Review Source VR Verified Reviewer Automation Engineer Information Technology and Services Used the software for: 6-12 months ### "Great Service" October 1, 2019 5.0 Pros Issues that are raised are addressed very quickly. Cons The hosted solution has had some performance issues. We expect this to not be an issue when moved to AWS Review Source BS Brad S. Application Engineer Information Technology and Services Used the software for: 2+ years ### "Cherwell Service Management Review" October 5, 2016 4.0 Cherwell was a very easy application to install and configure to meet the needs of our organization. As the sole developer for the app, with the help of a vendor to start, we were able to get almost everything we needed up and running. Since the initial rollout, we've needed only occasional vendor support for some complex integrations, but everything else has been manageable internally. Overall, great product and easy to use and administer. Pros Easy to use and customize. Cons Sometimes not as powerful as you'd like. Review Source VR Verified Reviewer Developer Insurance Used the software for: Less than 6 months ### "All solutions in one place - Best Service Management Software" May 26, 2019 5.0 Incidence tickets are nicely cataloged. and faster retrieval of information of these tickets, all productin incidences are handled through Cherwell. Pros Best thing about this tool is everything is at one place, change request,incidence ticket , knowledge ticket, etc. The search option is good, only request number is required and it gives you all tickets and referred tickets from that request number. Also it is easy to use. User friendly GUI. Cons As of now there is nothing that comes in this section. All features are good. Review Source SS Swetha S. Integration Specialist Higher Education Used the software for: 2+ years ### "This is our ticketing system" May 14, 2018 2.0 We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work Pros Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets Cons It's very hard to integrate with. The options don't always work and once the incident has stayed you can find that it doesn't exist even if it has numbers. The customer reps aren't always helpful Review Source TF Thomas F. Desktop and Network Support Specialist Information Technology and Services Used the software for: 6-12 months ### "Used to track tickets" February 19, 2018 4.0 Track things that happen in the company more easily and understand where resources are being spent. Pros 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. Cons 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. Review Source JH Jason H. Sr. User Support Specialist Retail Used the software for: 1-2 years ### "Great product!" October 2, 2019 5.0 Very good Pros Easy to use once you are trained. Easy automation. Cons Can be difficult to work around the "codeless" design for those with coding backgrounds Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[IFS assyst](https://www.capterra.com/p/6742/assyst/) Reason for choosing Cherwell Service Management Price, features Review Source MG Michael G. Network Engineer Used the software for: 6-12 months ### "Lacking Service Platform" March 26, 2018 3.0 None - honestly am disappointed with this program. Pros The dashboards are pretty neat looking. When it works it can be very smooth and doesn't appear to be "hard" on the machine. Cons I wanted to like this product, but unfortunately there are simply much better products out there. - Static windows means you are constantly adjusting your screen when you open tickets (what is this - '98?) - Not as user friendly as you'd expect - "Cherwell Writer" for creating custom reports (metrics, etc) is extremely complex Review Source SF Sean F. Infrastructure Architect Used the software for: 1-2 years ### "Used for tracking our incident, service request and change management" July 19, 2017 4.0 Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval. Pros Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged. Review Source SP Sue P. Sr. Application System Analyst Hospital & Health Care Used the software for: 2+ years ### "Sue Pip- MD Anderson.org" October 5, 2016 4.0 I have using Cherwell Service Management for the past 3.5 years as a Administrator. I find that Cherwell is easy to design basic requirements and also for difficult requirements. I find the upgrades are easy to preform, however they usually come with a few bugs that have to be fixed. Pros Easy to use for the end user Cons 1st level of Support is not as knowledgeable they need to be when calling in for assistances. Review Source AG Austin G. Senior Infrastructure Administrator Financial Services Used the software for: Less than 6 months ### "Highly customizable but watch for bugs" June 28, 2019 4.0 In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive. Pros Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge. Cons There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation. Review Source RP Ray P. Process & Technology Leader Education Management Used the software for: 2+ years ### "My Favorite Toy" October 5, 2016 5.0 If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out. Pros It can be configured in almost unlimited ways. Cons The features are so robust, sometimes I need assistance to find where to configure a tool. Review Source VR Verified Reviewer Senior Business Intelligence Analyst Hospital & Health Care Used the software for: Less than 6 months ### "Team uses this to capture incoming data request and route them elsewhere" November 9, 2017 3.0 Pros Great way to organize and track customer data requests for IT team. My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted. Cons It can be difficult to see the emails that have happened on a ticket. I wish the interface was more customizable for the end user. Review Source VR Verified Reviewer Information Analyst Financial Services Used the software for: 2+ years ### "Easy to use, limited in scope." February 6, 2018 4.0 Pros The Cherwell Software seems to be reliable and easy to use. We were having difficulty getting user acceptance for it but once we initiated a "re-branding" of its look and feel users started to really take to it. Additionally the email integration works quite well. Cons The initial look-and-feel held back user acceptance. The site is often slow and seems to be missing some basic features, that will probably get added in newer versions. Review Source AD Anthony D. Service Desk Senior Analyst Banking Used the software for: 2+ years ### "Best ITSM Tool Around" October 4, 2016 5.0 I've used/demo'd several different ITSM tools and Cherwell is by far the easiest to use and admin. My favorite part of this product is the Dashboard Manger. Creating intuitive dashboards has never been easier. Pros Dashboard Management Cons Admin tool, could be easier to use. But may also simply be lack of training on my end. Review Source SR Shantanu R. Technical Computer Software Used the software for: 2+ years ### "Amazing software" April 17, 2018 5.0 Pros It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far. Cons Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge. Review Source DP Danny P. Applications Analyst Information Technology and Services Used the software for: 6-12 months ### "Lots of Features." February 7, 2020 4.0 The ticketing function is working as expected. The software is functional. Pros It seems like this ticketing software has the ability to become very powerful analytics tool. It also provides basic functionality. Cons Your mileage may very depending on how much time and resources you want to use to make this extremely useful. The options are there it just takes research and time with product. Review Source Similar Products Featured