Cherwell chatbot for IT Helpdesk

A basic FAQ bot explains Cherwell's request process. Workativ's Cherwell chatbot creates incidents or service requests in Cherwell using the appropriate codeless business object and workflow, and can resolve the underlying issue automatically, closing the record when the task is complete.

Employees describe their issue in Slack. The chatbot classifies the request, creates or updates the corresponding Cherwell record, and posts status updates back into the same Slack thread as the request progresses through its workflow.

As a native Microsoft Teams app, employees can log incidents and service requests, check CMDB or asset details, and approve requests, while Workativ keeps the underlying Cherwell records synchronized in real time.

Workativ automates incident and service request creation, CMDB and asset lookups, approval routing, password resets, access provisioning, and status updates, reducing manual data entry across Cherwell's codeless workflows.

Workativ integrates Cherwell with Azure AD, Okta, Microsoft 365, Slack, Microsoft Teams, and 100+ additional applications, enabling ticketing, identity management, and access actions from a single conversation.

With a pre-built Cherwell REST API integration and templates for common service request types, most organizations can deploy within 5–7 days without requiring Cherwell's codeless studio for every workflow.

Requests outside the automation scope are routed to the appropriate Cherwell support team with the correct priority, category, and complete conversation history attached, allowing agents to take action immediately with full context.

Yes. Because Workativ's automation logic runs independently of Cherwell, the same chatbot workflows can be redirected to a new ITSM platform, such as Ivanti Neurons or another supported solution, with minimal rework during migration.

Yes. Workativ is SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant, with role-based access control, audit logs, MFA/SSO support, and permissions aligned with your existing Cherwell security groups.