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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.
IT Glue is designed to help IT professionals document SOPs, passwords, assets, vendors, and users. Whether you're running an IT team or an MSP, IT Glue centralizes and standardizes your documentation.
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 is easier to find the documents we need. It's nice and organized and the search functions/customizability is wonderful.
The website is not aesthetically pleasing and the app has only limited functionality. I have found the customer support to be terrible.
The best features are the integration between IT Glue and our other tools, so that everything talks to each other and spitting out the most important information about a client.
There were a lot of duplicates and unneeded or missing information. Took a long time to get it to the correct place for operation and even then, sometimes we still find mistakes.
This platform is amazing, we use it for all of our documentation management and it works great for all of our needs.
What they fail to say is these new features are only added to their most expensive subscription plan (Enterprise) - which for smaller companies is completely overkill.
IT Glue is an amazing password and asset manager, is very easy to use and having a global search for those assets you can't seem to find manually is great.
They just added the one thing i always complained about.
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.
Eric L.: My name is Eric. I'm the president of Terra Cloud and I would give IT Glue pretty much a five star rating. IT Glue, which we've been using quite a few years now, we were doing it the same way that all the old-fashioned MSPs did it. We were doing it with Excel spreadsheets and Word documents and things along those lines. So the necessity to have something that was secure, easy to access, and available anywhere was where we found ourselves with IT Glue. It was pretty much the only real solution on the market at that particular point in time. There were some others. There were some do it yourselves, bake your own documentation system, but they were all very rudimentary so we chose IT Glue because it was a ready to go solution. Getting started with IT Glue was difficult. It required a bit of commitment, time to actually get the documentation and process. The platform was also evolving at the same time, so their new features coming out on a regular basis. So we were always trying to keep up with what's new, what can we do with the product next. And then getting employee buy-in, making our resources, understand and the necessity of having good valid documentation and having an accessible and accurate. Accurate being the most important thing. So one of the big issues with getting our users involved or actually participating in documenting things properly and accurately was having a system that was readily available to them that was easy to understand. And also in IT Glue, we have the ability to, not necessarily gamify, but track user status and reward people for maintaining accurate documentation.
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