# ChangeGear Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ChangeGear the right Human Resources solution for you? Explore 51 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/146239/ChangeGear-ITSM/reviews --- ChangeGear 4 (51) [View alternatives](https://www.capterra.com/p/146239/ChangeGear-ITSM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of ChangeGear Ease of use 3.9 Customer Service 4.1 ## Pros and Cons in Reviews ZN Zalman N Operations Manager at MCA Track and GoACHInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “ChangeGear has greatly improved our ticket and incident management.“ November 12, 2025 praveen K systems engineer Government Administration, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “goof“ February 24, 2021 LJ Lexi J Business Operations AssociateComputer Networking, 51 - 200 employeesUsed the software for: 6-12 months. “It offers a range of features that support efficient workflow management.“ July 30, 2025 ## Showing most helpful reviews Showing 1-25 of 51 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Sr. Systems Analyst - CRM Construction Used the software for: 2+ years ### "Our go to ITSM tool" December 28, 2017 5.0 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. Review Source RY Rania Y. Manger Arts and Crafts Used the software for: I used a free trial ### "Excellent app" April 19, 2025 5.0 Excellent app to use i highly recommended it to be use im fan of this application Pros The sll features of application i love it very much i highly recommended it to be used Cons Nothing to say really i love this application as package all featuress of this application are very good Review Source VR Verified Reviewer Territory Business Manager Computer Software Used the software for: 2+ years ### "Don't judge a book by its cover" June 22, 2018 3.0 Pros Very impressive looking user interface. From the ITSM standpoint, all expected functionality is present. Cons The biggest struggle was the implementation and the post sales support. It seemed that the folks doing the implementation weren't as experienced as i would have expected. The technical support is sub-par. Software is buggy. Review Source VR Verified Reviewer Assistant Project Manager Higher Education Used the software for: 2+ years ### "Change Gear - Please Don't Change" August 13, 2018 5.0 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 Review Source VR Verified Reviewer Head of IT department Oil & Energy Used the software for: 6-12 months ### "Good service but requires careful adjustment" March 30, 2019 5.0 Pros This software has a nice and clear interface. Quickly you can run into the product if there is time. Developers eliminate the problems that arise during implementation. Cons The program has no localization. Designed for English-speaking countries. Self-localization is complicated. Old version of the program is available for the user on the site. Updates are sent through support. Review Source VR Verified Reviewer Security and Compliance Manager Non-Profit Organization Management Used the software for: 2+ years ### "ChangeGear for Change Management" March 29, 2019 5.0 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. Review Source VR Verified Reviewer System Applications Manager Insurance Used the software for: 2+ years ### "ChangeGear - it's good enough" April 25, 2019 4.0 Pros Ease of use. Creating incident tickets is quick and intuitive. Cons Customer support. the only time I hear from my support contact is at renewal time. Review Source VR Verified Reviewer Director of IT infrastructure Banking Used the software for: 1-2 years ### "Good change management seoltuon" March 30, 2019 4.0 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. Review Source VR Verified Reviewer IT Director Education Management Used the software for: 1-2 years ### "Great Potential" March 29, 2019 4.0 Our experience has not been positive, so far, but that is largely due to the combination of challenges presented by our non-typical environment and a lack of time/effort to make ChangeGear work. We haven't completely given up yet, because we see the potential. Pros ChangeGear provides Flexibility and Configurability in a package with a clear ITIL orientation. It seems to be a good value, considering the balance of sophistication and cost. Cons It is very challenging to implement in a non-Active Directory environment; although it can, in theory, work in a non-AD infrastructure, it is far from easy to make it work. The agent-less computer scanning is a nice feature in theory, but it can also be hard to use. Review Source VR Verified Reviewer Technical Support Specialist Hospital & Health Care Used the software for: 1-2 years ### "Easy To Use Ticketing System" April 25, 2019 4.0 Overall, I have had good experience with ChangeGear as a technical support specialist. Pros ChangeGear software is very robust and intuitive. Cons Sometimes the machine learning feature causes the software to be a little slow. Review Source JC Jim C. Manager IT Support Banking Used the software for: 1-2 years ### "Not very happy" March 29, 2019 1.0 Pros Your support staff is wonderful, always going the extra mile Cons Your software needs help. The canned reports, SLA's, Dashboards - all have issues. I have had to open 25 support tickets since the first of the year just to get things working Review Source JW Jason W. IT Business Analyst Telecommunications Used the software for: 1-2 years ### "Solid software solution for ticketing and project management" December 14, 2018 4.0 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. Review Source BB Brad B. IT Manager Telecommunications Used the software for: 2+ years ### "Very customizable and useful product." July 28, 2015 4.0 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. Review Source BP Brion P. IT Director Computer Software Used the software for: 6-12 months ### "Mostly a positive experience " May 11, 2015 3.5 Pros The product allows a lot of flexibility to be adapted to the needs of our company. Able to automate a lot of functions and services that were manual to us before. Cons 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. When I do get someone I don't feel I get the value as many times it has to have several follow up calls to get it right and I get charged for the extra hours. Also, my account support has degraded since signing on with my initial account rep taking a new role. Review Source IS Is S. Project Manager Used the software for: 2+ years ### "does the job" July 26, 2018 4.0 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. Review Source MQ Muhammad Q. Used the software for: ### "Our go to ITSM tool" December 6, 2016 4.0 We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool. Review Source LJ Lexi J. Business Operations Associate Computer Networking Used the software for: 6-12 months ### "Cost-effective and Customizable" July 30, 2025 4.0 ChangeGear is a versatile platform that easily adjusts to shifting business requirements. It offers a range of features that support efficient workflow management. Pros This software provides good value for money. It adapts easily to our business’s changing needs. It's also highly customizable, we were able to tailor it to fit our organization’s specific processes. Cons The ticket management features need improvement. In addition, the reporting functionality isn’t as strong as it should be. Review Source ZN Zalman N. Operations Manager at MCA Track and GoACH Information Technology and Services Used the software for: 6-12 months ### "ChangeGear Software" November 12, 2025 4.0 Pros ChangeGear has greatly improved our ticket and incident management. Its intuitive interface and customizable workflows have streamlined communication between technical teams and internal users. Cons Updating certain automation features sometimes requires manually reconfiguring existing workflows. Review Source wilson L. Service desk Computer Software Used the software for: 6-12 months ### "un software que si o si todas las empresas de Servicios de IT deberian tener " January 2, 2025 5.0 muy buena, una herramienta de IT indispensable que si o si deberian tener todas las empresas que presten servicios de IT , te ayduara a gestio de slicitudes de Helpdesk Service desk CMBD IT entre muchas otras areas que haran que la empresa sea mejor posicionada en relacion al servicio Bridnado Pros es un Software que te va a permitir gestionar proceso de IT Cons Es considerablemente costosa si tu empresa es pequeña Review Source David G. Help Desk Supervisor Used the software for: 1-2 years ### "Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear! " December 20, 2017 5.0 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 our environment made the implementation process very smooth. The Sales team did a great job in meeting our financial needs as well as facilitating a smooth transition to the implementation team. The implementation team was quick to answer questions and ensure our initial setup/installment was flawless. The Professional Services Team has been informative and patient while configuring the application and teaching our technical lead. The Support Team has been courteous and diligent in making sure any issue is resolved quickly. Access to their Self Service Portal provides a multitude of knowledge base articles that allows me as a customer to resolve many of our issues by myself. 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. Review Source VR Verified Reviewer systems engineer Government Administration Used the software for: 2+ years ### "change gear ticketing system" February 24, 2021 4.0 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 Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Review Source CR Charles R. Server Administrator Government Administration Used the software for: 1-2 years ### "Daily User Review" March 29, 2019 5.0 Overall, we are extremely pleased with the software. The support staff and professional services are always on top of their game. When there is a problem, follow-up is quick and resolution comes shortly afterwards. Highly professional across the board. 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. Pros There is plenty out-of-the-box forms that follow ITIL standards which made it helpful for our organization to jump start into it. The simple end-user front-end, the Self Service Portal, makes users feel comfortable with entering requests without the need to look over complicated. We have had no complaints from our end users about the product. It is very "easy on the eyes" with a clear and precise web interface for our service desk technicians. The knowledge base along with the smart technology makes it easy for technicians to find resolutions much quicker than in the past. Cons Customization can be a challenge. Creating forms is rather clumsy and if you make a mistake, it takes some time to correct it. Updating from one version to another is also challenging since it is an update in place and not a migration. There is a roadmap where this will be updated in a future release of ChangeGear. Review Source Aaron D. Application Administrator Financial Services Used the software for: 2+ years ### "Flexible software that will meet your needs quickly" December 22, 2017 5.0 Tracking of all Incidents, Requests, Problems, and Changes in our environments is easy to track and report upon. I'm able to take requests from our business and turn out solutions quickly and efficiently. Pros The software is very flexible in what it can do, allowing us to meet business demands quickly and efficiently in an ever changing environment. Cons The automation for forms could be streamlined some more, but this appears to be an issue that will disappear, as with each release they're improving the automation. Review Source Tylene C. Supervisor of Technical Support Education Management Used the software for: 2+ years ### "ChangeGear in K12 Environment" June 28, 2019 4.0 Pros It is very versatile and IF you know what you are doing, could handle just about any scenario. Cons Unless we have a lot of money for services, for a typical technology user, the software is very complex. K12 environments don't have the money or resources to get the most out of this software. Review Source BW Brandon W. CIP Compliance Analyst Utilities Used the software for: 2+ years ### "Easy to manage a manipulate" March 29, 2019 5.0 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. Review Source Similar Products Featured