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ChangeGear is a robust, enterprise solution for service and support management. We serve customers around the globe across healthcare, technology, energy, government, finance, manufacturing and more.
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
The end users love this software. If you have a good programmer on your team, this product will do just about whatever you want.
We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.
If you meet them at a conference, they are pleasant to work with on your issues and always open to suggestions. It's nice to know that there is a good team behind the product.
With flexibility comes risk and some of my pain areas are the support services (pay for support) has degraded since I first signed on and are difficult to arrange.
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.
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.
The ChangeGear product has all the tools needed to run a successful incident, change and help desk system. I have been a user for many years and the team at Sunview has always been top notch.
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.
It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).
We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
Getting confused sometimes about where a specific feature may be.
We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.
The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
Praveen K.: My name is Praveen, I work as a systems administrator. I rate four out five for ChangeGear. For more reviews like this, click below. So ChangeGear is a ticketing system software which is used by most of the organization. Before ChangeGear we have ServiceNow and HP Smart. The total cost of ownership for ChangeGear is low because of its low infrastructure need, and it is really good for mid and small organizations. It is very easy to install ChangeGear on a mid-level size of environment with a couple of servers for database and couple of servers for applications. So the total cost of ownership will be very less when compared to other ticketing system tools. The total cost of ownership and [inaudible 00:00:48], we can install this ChangeGear on the cloud. So right now most of the companies are moving to cloud, so the ChangeGear software will work both on on-prem and also on the cloud. This is one of the good thing that the latest version of the ChangeGear is providing.
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ChangeGear
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