# Page 6 | Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 6 - 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

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Cherwell Service Management

4.3 (166)

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Last updated March 13th, 2026

# Page 6 - Reviews of Cherwell Service Management

## Showing most helpful reviews

Showing 126-150 of 166 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

LY

Lelanie Y.  
IT  
  
Used the software for: Less than 6 months

### "It has a lot more new features and functions to work on."

June 21, 2017

3.0

Pros

With all the new features, we can do more with it than the current software we have where we had to do stuff manually. It seems to be user friendly for the end users to submit requests and incidents. There are several portals to access the application such as web based and mobile devices.

Review Source

KF

Karen F.  
Client Services IT Project Manager  
Renewables & Environment  
Used the software for: Less than 6 months

### "Cherwell New customer review "

October 5, 2016

5.0

We have not gone live yet, go live in a few months. So far our development experience has been wonderful.

Pros

Love the self service portal , the ease of configurations as per my Admin team

Cons

umm, have not really found anything that we 'dont' like. anything that was questionable, we got the answers quickly.

Review Source

JH

Jon H.  
Network Analyst  
Information Technology and Services  
Used the software for:

### "Great software"

October 4, 2016

5.0

We transitioned from another service desk software over 2 months ago for our IT needs. Cherwell is leaps and bounds ahead of our previous system. The portal designer and setup is much easier and more straight forward. The configuration is much easier without the need to reboot the whole system after making a database change. The professional services group of Cherwell was amazing and really helped us get up and going. Unlike other contractors our professional services guy had us coding and configuring the system ourselves before we even finished the roll out.

Pros

Easy to use and configure

Cons

None

Review Source

ND

Nicalene D.  
Applications Support Administrator  
Government Administration  
Used the software for: Less than 6 months

### "Just Jumping in"

October 5, 2016

3.0

I just started with this company a month ago and after having used Footprints for 3 years I found that this transition was relatively painless. I understood where thing were as our dashboards were similar.

Pros

This product has much more expandability than Footprints

Cons

It seems to have a lot of coding overhead

Review Source

SP

Shawn P.  
  
  
Used the software for:

### "Great platform that lead to a painless transition."

October 4, 2016

5.0

We had been with the same ITSM product for 10 years. It's lack of flexibility prevented us from achieving our goals. The enterprise made the decision to change plaforms to Cherwell. It took us only 6 months to implement Cherwell and replace our old solution. The flexibility of this platform allows for rapid application development. The time it took us to learn and become proficient in developing and supporting the platform was also low so we were up and running quickly. I would recommend this solution to others looking to re-vamp or kick off their ITSM solution.

Review Source

BT

Ben T.  
Senior IT Support Consultant  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Completely customizable"

October 5, 2016

5.0

Cherwell is a great platform for ITSM. It allows for a wide variety of workflows. It can be greatly customized to however your wish.

Pros

Customization lets you do so much.

Cons

Customization can let you do too much, you need to tightly manage what you do to make sure you don't go overboard.

Review Source

CH

Chris H.  
IT Support Lead  
Mining & Metals  
Used the software for: Less than 6 months

### "Cherwell Software"

October 5, 2016

4.0

We came from Remedy 7 and cherwell is a breath of fresh air. Easy to use and the user community is a really awesome feature.Really looking forward to seeing how expandable Cherwell really is.

Pros

The flexibility and endless use of the product.

Cons

Have not found any yet

Review Source

PK

Paul K.  
Director, Enterprise Operations  
  
Used the software for: Less than 6 months

### "Best launch of a platform yet!"

October 5, 2016

5.0

Our launch of Cherwell was without incident and virtually flawless. This is due to the extreme ease of configuration and stellar support we received both before and post launch.

Pros

Ease of configuration

Cons

Not quite to enterprise standards yet for hosted solution.

Review Source

AS

Alyssa S.  
Corporate Support Analyst  
  
Used the software for:

### "Awesome Product"

December 7, 2016

5.0

Cherwell is a one-stop shop when it comes to functionality that a help desk needs. The one step buttons that allow technicians to close out easy tickets (like lockouts) is great, and even better that they can personalize them to what they see most.

Review Source

MH

Marc H.  
Help desk  
Government Administration  
Used the software for: Less than 6 months

### "Great software easy to learn and develop"

October 4, 2016

5.0

I don't have much of a coding background but Cherwell is super easy to learn and I recommend it to anyone looking for a ticketing solution

Pros

Easy of use

Cons

Blueprints and only one person can work on one part at a time

Review Source

EG

Eric G.  
IT Manager  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Best ITSM plstform on the marketq"

October 5, 2016

5.0

Out of the box it covered the vast majority of the ITSM items we needed. easy to use and configure. We haven't found anything that we cant do with Cherwell.

Pros

the ease of use

Cons

n/a

Review Source

MW

Michael W.  
President  
Management Consulting  
Used the software for: Less than 6 months

### "Don't believe the hype"

May 11, 2017

2.0

Took them over 3 months to get the promised software to me and then it was beta. Another 2 months and its still not released and will break any changes we make to the beta version.

Pros

The product is flexible and can be made to do quite a bit. The installation is pretty easy and the hardware requirements are modest.

Cons

The claims that it doesn't require development is overstated as it requires someone with development skills to modify the application. Be sure to test any out of the box functionality you are promised before buying as we were sorely disappointed.

Review Source

JG

Jimmy G.  
Service Desk Manager  
Government Administration  
Used the software for: Less than 6 months

### "Government Organization with New Implementation"

October 4, 2016

5.0

The product gives us all we need and several other things that we never knew we needed and even a few things we could never even imagine. The platform is very flexable.

Review Source

EW

Evan W.  
  
  
Used the software for:

### "Cherwell Experience"

October 4, 2016

5.0

Over the last two years we have implemented Cherwell into our Company and it has been a game changer for us. We now see metrics and solutions we did not see before. The ability to use and create dashboards have given management insight into the day to day functions of our organization and insight on what is working and what needs to be worked on. It has been a joy working with Cherwell and their partners.

Review Source

DG

Dawn G.  
IT Service Manager  
Information Technology and Services  
Used the software for: Less than 6 months

### "Go Cherwell!"

October 4, 2016

5.0

We went live with Cherwell in August of 2016. While we are still learning the tool and it's capabilities, so far it has been amazing.

Pros

Automation

Cons

N/A

Review Source

AD

Allen D.  
Enterprise Service Delivery Manager  
Information Technology and Services  
Used the software for: Less than 6 months

### "Cherwell Review"

October 5, 2016

4.0

Cherwell is a great product that allows for a minimal amount of coding with a huge return on investment

Pros

Minimal coding. User interface

Cons

none

Review Source

MH

Michele H.  
Care Center Analyst III  
Wholesale  
Used the software for: Less than 6 months

### "New user. Entering knowledge articles."

June 21, 2017

4.0

The ability to truly use the software to ITIL standards. With the old software we had to do a number of different steps to record everything for reporting purposes.

Pros

The ease of entering the articles. The flow to publish the articles makes sense. Very user friendly as far as the ability to configure the system.

Cons

I still have not figured out how to do more advanced searches in knowledge. My current system allows me to search by category and I have to find that type of search in Cherwell.

Review Source

AS

Amy S.  
Senior IT Project Manager  
Retail  
Used the software for: Less than 6 months

### "Vendor Selection Process went great"

October 5, 2016

4.0

We developed several business cases during our vendor selection process for an enterprise-wide ticketing system and some of the business cases (such as Facilities) were more complicated. Cherwell knocked it out of the park with their responses to our business cases, demo, and SOWs so we signed with them and we're excited to get started!

Pros

Ease of use and functionality, company values, and people at Cherwell

Cons

They're still working to become more than an ITSM tool so there will be a lot of work we'll need to put in together, but I'm confident that it will go well.

Review Source

RT

Rosemarie T.  
  
  
Used the software for:

### "Ease of configuration. Great dashboards."

October 5, 2016

5.0

Implementation was smooth and user acceptance high. Management loved the outcome. We are now getting useful information to better manage our IT department. We have also given our customers better visibility to the level of service they are getting with customer dashboards.

Pros

Ease of configuration. Great useful dashboards.

Cons

Nothing comes to mind.

Review Source

CT

Connie T.  
Prospect Research Coordinator  
Higher Education  
Used the software for: Less than 6 months

### "Good overall"

December 4, 2018

3.0

We use Cherwell for our IT help tickets.

Pros

It took me a little bit to figure out how to maneuver the site but once I did it's very easy to use. I don't have to fill out as much information as I did on the previous software so this is much better to me.

Cons

It wasn't clear where I needed to go to write an update to my ticket so I had to ask, therefore I didn't consider Cherwell to be real user friendly when I first started using it. Other than that, I've had no problems.

Review Source

MM

Meagan M.  
  
  
Used the software for:

### "I don't code, I Cherwell!"

October 5, 2016

5.0

This software has sent us light years from where we were before implementation with the stars to reach for. I truly feel empowered to drive efforts toward the future and am so thankful for the wonderful staff and fantastic fellow customers!

Pros

Easily customizable by a non programmer!

Cons

Reporting is a bit cumbersome.

Review Source

MP

Michelle P.  
National Service Desk Manager  
Wine and Spirits  
Used the software for:

### "New Customer"

October 4, 2016

4.0

We are brand new Cherwell Customers and I am looking forward to moving forward with this new adventure. The demo team we have worked with thus far have been great. Very knowledgeable and made our choice to sign with Cherwell a no brainer!

Pros

Ease of use, no coding, realtime dashboards

Cons

I dont know yet!

Review Source

SS

Sahil S.  
Sales officer  
Financial Services  
Used the software for: Less than 6 months

### "Cherwell is used for managing the IT services and support functions across the organization. "

October 31, 2018

4.0

My overall experience with Cherwell is a little bit above average.. Its a good tool specifically for big organizations.

Pros

It is a good tool for organizations with multiple sites that want to automate assigning tickets to local support team. Cherwell makes it easy for users to create a helpdesk ticket for support.

Cons

It needs a strong infrastructure. Cherwell takes a lot of memory of the computer and it also hangs sometimes.

Review Source

AK

AMRESH K.  
Architect  
Information Technology and Services  
Used the software for: Less than 6 months

### "Good"

April 7, 2019

4.0

Good

Pros

New look and contains lot of options to start with

Cons

Just started using Cherwell, so finding it tough use the option. Taking lot of time. Will be good if some start up document is provided.

Review Source

DR

Deb R.  
  
  
Used the software for:

### "Good tool that is growing"

October 5, 2016

3.0

We have found Cherwell to ha a very flexible tool that does not take a strong development background to use. One steps and reusable expressions have provided a lot of power and reuse. They need to work on easier and more readible communication between customers and technicians.

Review Source

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