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ChangeGear Features

Features Summary

Functionality

3.9

/5

50

Total features

77

12 categories

ChangeGear features

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Workflow
Asset Tracking
Assignment Management

Common features of Service Desk software

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics
Asset Lifecycle Management
Benchmarking

Price starts from

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Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

3.9

/5

50

Price starts from

ic-pricetag

No pricing info

visit website

Total Features

77

Unique features

  • Employee Onboarding

  • Data Visualization

  • License Management

  • Requisition Management

Functionality

4.3

/5

3.1K

Price starts from

49

/user

Per month

learn more

Total Features

181

Features in Common

53

Unique features

  • Account Alerts

  • On-Demand Communications

  • For Insurance Industry

  • Batch Communications

Functionality

4.5

/5

1.7K

Price starts from

0

visit website

Total Features

143

Features in Common

41

Unique features

  • Queue Management

  • Video Support

  • Surveys & Feedback

  • Widgets

Common ChangeGear comparisons

Reviewers who mentioned features said:

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

Reviewed 5 years ago

Our Change Management process was over-hauled and we now have the tools in place to track/manage our changes. End Users now have a knowledge base they can access to assist in resolving their own issues. The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses. The use of the Service Catalog allows the End User to enter tickets and decide from a list of our services what they actually need to be able to efficiently do their jobs.

Pros

Everything. ChangeGear has made an immediate impact in our facility by allowing us to create relationships between different ticket types, engage with the End User via Self Service/Surveys and has allowed us to enhance our Change Management process. We now have a Service Catalog that details our services and is published to our Customers. The ability to customize the ChangeGear application to meet...

Cons

There are no error messages when two technicians are in the same ticket trying to update the ticket. Sometimes you cannot find exactly what you are looking for in their Knowledge Base but a submitting a ticket to their support team will get you the answers you need to any issue you might encounter. The user manual and administrator manual can lack information; however, what you don't find there you can find in MySunviewSoftware Support KB articles. The manuals need the screenshots updated as well.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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change gear ticketing system

Reviewed 2 years ago

goof

Pros

easy to understand the flow and good in getting alerts and notifications .very good as a ticketing system

Cons

upgrade from 6 to 8 6 is 32 bit and 8 is 64 bit move to 7 and then 8

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Functionality

Reviewed 3 years ago

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.

Pros

Compared to other ITSM tool, ChangeGear very cost-effective. The licensing model is flexible and can scale easily. We selected the combine both the single user and site license option and this work great for our It team of 300+ users. The platform aligns with the ITIL framework so integrating the tool with our ITIL processes (Change, Incident, Problem Management, Service Request fulfillment, etc ) did not require any customization.

Cons

The Task functionality can be improved. We are experiencing some barriers with reporting of tasks. The other challenge is that we can only apply 1 SLA to tickets ( for example, we can only apply the Response Time SLA OR Resolution Time to incident tickets. Not both)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Easy to manage a manipulate

Reviewed 3 years ago

We came from a paper change process before but change gear allowed us to move to digital approvals with an audit trail and a centralized place to store evidence for every change that takes place. Overall, from approval to completion the time it takes is nothing like it was before. We get results instantly.

Pros

I can configure everything in the change management system from the GUI to the backend workflows. Change gear is by far one of the most stable out of the box experiences i have come across.

Cons

The reporting could be a little more detailed out of the box to make compliance easier to manage. although Sunview provided us with a SSRS plugin to give us the details we need to meet our compliance requirements.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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We would have insisted on initial vendor set-up, with one-on-one training for application management

Reviewed 5 years ago

Customer email notification and trending to forecast needs and change business processes. It also tracks what customers need more help with which has resulted in projecting future expectations.

Pros

We enjoy the application flexibility to make changes that suit our business needs and processes and not being held to limitations due to functionality.

Cons

What we like least about the software is the need for customization's that would require Professional Services. If resources are out there, they should probably be made available to the customers to follow and implement on their own. It would be nice to include better reporting capabilities and functionality.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Our go to ITSM tool

Reviewed 5 years ago

We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool. This has helped us streamline our business processes around ticketing system

Pros

Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search etc.

Cons

IIS needs resetting after changes made to forms and fields. May be they can do something that it would not require user to reset it.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ChangeGear for Change Management

Reviewed 3 years ago

My experience with ChangeGear is probably considered as advanced. I have worked with the solution for years and have trained internal staff on how to properly use the solution for our change management needs. I would not consider myself as an expert with ChangeGear as I have been limited on the changes I would make to this solution. Such changes would require paid support for customizations and we were not in a position to travel down that path.

Pros

This software solution hits all of the marks in regard to product offering and meeting the needs of the business process. The solution has a wealth of functionality and can be easily tailored to fit any organizational business process as it relates to change management. It is very easy for the business to use while ensuring that it provided enough content to support an established change management process.

Cons

The least favorable aspect to this solution is its complexity. The complexity is enough to customize the solution to a wide range of needs for change management. However, the customization can be a tedious task that may desire for one to obtain more from the solution. And the solution can provide more is that is what you choose.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Change Gear - Please Don't Change

Reviewed 4 years ago

Change gear, although wasn't the prettiest, was essential to what our company required. Easy to use, appealing interface, fast. ChangeGear was loved by all because of it's functionality. I would say it was my favourite service management application.

Pros

Great functionality and ease of use. Simple to learn, simple to master Perfect for our environment Reminders for outstanding tickets

Cons

Could be confusing for new users. Not the best support

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Full Featured Product

Reviewed 4 years ago

We purchased this software to better understand customer demand and to better document our internal change process. The software meet this goal, easily. Now we're using it so that customers can perform self-help and agents can document and learn solutions to standard problems.

Pros

The ChangeGear software is feature-rich with all the modules necessary to create an ITIL based service management process. Easy to configure ticket workflow with notifications. Customizable data entry screens. Customizable (everything in this system can be customized from the interface to the database) reports and dashboards.

Cons

The software interface is somewhat dated and hierarchical.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Very customizable and useful product.

Reviewed 7 years ago
Pros

I liked best that the vendor worked with us on suggestions on how to increase certain capabilities of the product. They also made migrating to this product very simple. I also liked how the vendor thought logically about the functionality of the product and how it would be used in real world scenarios.

Cons

I have not ran into what I consider what I like least about the product or vendor.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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ChangeGear Review

Reviewed 3 years ago

Currently we are strictly using this as our IT Help Desk Ticket Management System.

Pros

The end users love this software. If you have a good programmer on your team, this product will do just about whatever you want.

Cons

Need someone that understands the "back-end" to program all your customizations. There is a lot of lag time when trying to enter a ticket; sluggish.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Decent ITSM offering - LOTS of hidden *bugs* and kinks that need worked through

Reviewed 3 years ago

We needed a new ITSM solution (Incident, change, release, etc).

Pros

It's very customizable which is nice. It's also easy to use once it's configured.

Cons

There are a lot of bugs and odd nuances with the product that is not mentioned up front. While we have had much of this acknowledged it still feels like a half baked product, or a software company that doesn't have enough people on staff to address things like they should be addressed.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Customizable, Competitive and Customer Friendly

Reviewed 5 years ago

Increased customer communication.

Pros

The Customization and flexibility of options available at a competitive price point. Ability for users to submit their own tickets, monitor the progress and interact with technicians. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve, or guide you to a resolution.

Cons

User and Admin. manuals can lack information but since the system is so configurable I am not sure they would be able to account of every possibility. More than 1 technician can be in the same ticket at the same time. Modules do not always contain the same basic field options. Each module does have various module specific fields but it would be nice to have a standard set across all modules.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Solid software solution for ticketing and project management

Reviewed 4 years ago
Pros

Ease of use by end users through an easy UI and email notification system.

Cons

Difficulty in applying updates and upgrade to the system without running into issues that require Sunview support.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Solid Product and Solid company. Great customer support sales and tech

Reviewed 5 years ago

Automation of a lot of routine task right out off the box. a better data tracking and reporting.

Pros

Everything: It's complete solution that can expand and grow with your organization. It starts with the basic solution and can evolve to enterprise level all in one system ( which way to much for our organization) We got the base held desk solution and I found the feature list is way beyond what we need.

Cons

Certain customizations you need to know what you're doing or you can do some damage. To hide some of the default forms I wasn't able to do it myself and needed assistance. as well as few other little mods required direct manipulation in XML files so you need someone who know where it is.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Very good

Reviewed 5 years ago
Pros

Change Management System works very well and complies with all our needs. Reporting and filtering design is unique and very customizable.

Cons

CMDB functionality is lacking somewhat. You can manage who sees certain assets, but you cannot manage who sees specific fields in an asset.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Empty Promises

Reviewed 3 years ago

Software itself was ok, we need tweeks and the company promise to make and never delivered, but they kept taking our money and consume hours, but never delivered.

Pros

It was simple and basic, handle basic functions well

Cons

Reporting was horrible, any customization was impossible, the support from the company was horrific, slow to respond, promised everything, never delivered even when we offered to pay for things.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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We have just gone live with the product and things are going well. Report functionality is great.

Reviewed 5 years ago

All of IT work is in the same area from Project Management to daily incidents and service requests.

Pros

The Self Service Portal for the customers is great. Our customers are enjoying the ease of use. The creation of a ticket by email helps our customers that are out in the field daily.

Cons

Since we are still learning how to use the software in a production environment, we seem to be having issues with learning which screen is the best to use for seeing all work.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Good change management seoltuon

Reviewed 3 years ago
Pros

It's easy to install and easy to upgrade. The software is also easy to maintain. It's pretty much set it and forget it other than licensing changes each year.

Cons

Sometimes, not often, tickets will disappear. This has only happened twice in two years.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Poor communication and not very good for customer facing applications.

Reviewed 6 years ago

Change Gear is great if you are only using it internally. Despite what their sales team would tell you, it requires extensive modification to even handle anything more than a few email addresses. Attachment handling and things as simple as email CC'ing are not available available out of the gate. The included modules are not very adaptable, inevitably requiring the customer to bend to suit its forms...

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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Network Administrator

Reviewed 4 years ago

We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.

Pros

Very customizable user interface. Work flows are easy to setup. Reports are easily generated and can be output in multiple forms.

Cons

The email handling module is highly flawed. There are many operational bug in the coding. The system is not very adaptable to be used for non-ITSM rolls.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Countless problems

Reviewed 5 years ago
Pros

It has a comprehendible gui and its easy to navigate. The automatic ticket creator through email is great when it works.

Cons

Email connector service has broke at least 3 times and its currently been down for a week. Now we cannot close or edit tickets so its nearly impossible to track our work. I understand things go wrong but a down service should be resolved asap. It is frustrating and I do not recommend this software. The following error occurs when we open any ticket or click any ticket: ChangeGear has detected the following error. ChangeGear could not process your request. Please re-login and try again.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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does the job

Reviewed 4 years ago
Pros

I like the functionality. We used it for helpdesk and change management, worked great in both scenarios.

Cons

Not so sure about the ability to customize, if you have a need for it should look into it, nothing else that was a con in my opinion.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ChangeGear is Customizable

Reviewed 6 years ago

SunView's Professional Services team helped us configure ChangeGear Service Desk to meet our needs. We have implemented several modules including Incident, Knowledge Base, Service Request, and Self-Service Portal. ChangeGear has been well received by our end users and IT Techs.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Our go to ITSM tool

Reviewed 6 years ago

We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.

Pros

No pros were added to this review

Cons

No cons were added to this review