Cherwell Service Management
¿Qué es Cherwell Service Management?
Cherwell Service Management es una potente solución de gestión de servicios informáticos (ITSM) que brinda a las organizaciones de TI la flexibilidad necesaria para una configuración rápida, personalización, gastos generales mínimos y actualizaciones sin fricción por una fracción del costo y la complejidad asociados con las soluciones heredadas.
Que la arquitectura sea sin código significa que puedes agregar nuevas funcionalidades sin modificar una sola línea de código, integrar fácilmente con aplicaciones de terceros y actualizar sin temor a romper lo que has creado.
¿Quién usa Cherwell Service Management?
Profesionales de centros de atención que requieren un sistema totalmente integrado, que se pueda personalizar fácilmente para adaptarlo a sus flujos de trabajo específicos. Perfecto para empresas que dan asistencia a más de 1500 usuarios finales.
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Opiniones de Cherwell Service Management
Douglas
Very effective ticketing system
Comentarios: 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
Puntos a favor:
Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused
Puntos en contra:
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.
Usuario verificado
Alternativas consideradas:
Great product with high upside
Comentarios: Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.
Puntos a favor:
This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).
Puntos en contra:
Implementation and additional integrations can be difficult (as with any product).
Usuario verificado
Standard functionality but horrible UX
Comentarios:
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.
Puntos a favor:
Help desk tickets are tracked Released changes are tracked
Puntos en contra:
User experience Look and feel of the software Search functionality Notification process Inactivity timeout
André
A good and reliable ticket management system
Comentarios: 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.
Puntos a favor:
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.
Puntos en contra:
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.
Usuario verificado
Alternativas consideradas:
Cherwell ITSM very customizable
Comentarios: The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.
Puntos a favor:
Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.
Puntos en contra:
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.
