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ChangeGear vs IT Glue: Which is a better fit?

Updated on February 17th, 2025
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Summary
Key features rated by users
Features selected based on 4,139 reviews from Help Desk users.
% Fit
Missing features
Not enough reviews
Feature ratings
Ticket Management
5.0
Prioritization
--
Performance Metrics
NA
Real-Time Notifications
NA
Alerts/Escalation
4.0
% Fit
Missing features
Feature ratings
Ticket Management
NA
Prioritization
NA
Performance Metrics
3.7
Real-Time Notifications
4.0
Alerts/Escalation
NA
User satisfaction
4.0
User reviews51
Ease of use
3.9
Functionality
3.9
Value for money
4.0
Customer support
3.9
4.6
User reviews297
Ease of use
4.6
Functionality
4.5
Value for money
4.5
Customer support
4.4
Price starts from
/user
Yearly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

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.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
video-08e8d8d1-9d7e-41ac-c458-08d994eeebe0
praveen K
systems engineer
4.0

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.

How Capterra sources reviews
View all video reviews
Eric L
President
5.0

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.

How Capterra sources reviews
View all video reviews
User interface
146239 video thumbnail}
1 Video
170401 video thumbnail}
1 Video
146239
5 screenshots
170401
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Access Controls/Permissions
207
Important
Activity Dashboard
388
Important

ChangeGear

Top Features
19/30
  • Access Controls/Permissions
  • Customer Database
  • Data Import/Export
  • Email Templates
  • Mobile App
  • Performance Metrics
  • Personalization
  • Real-Time Chat
  • Real-Time Notifications
  • Secure Data Storage
  • Surveys & Feedback
  • Activity Dashboard
  • Alerts/Escalation
  • API
  • Automated Routing
  • Collaboration Tools
  • Customizable Branding
  • Customizable Fields
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Prioritization
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Third-Party Integrations
  • Ticket Management
  • Workflow Management
See All features
Hide Help Desk Software Features -

IT Glue

17/30
Show Help Desk Software Features +

ChangeGear

--

IT Glue

  • Best Value IT Documentation
    Software (2024)
ChangeGear
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
IT Glue
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
ChangeGear
  • By ServiceAide
  • Located in United States
  • Founded in 2016
IT Glue
  • By Kaseya
  • Located in United States
  • Founded in 2004
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