99 Serviceaide ChangeGear Reviews
Overall Review Sentiment for Serviceaide ChangeGear
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Simple to set up and run. Can use right out of the box. Review collected by and hosted on G2.com.
Not very customizable. Too difficult to set work flow. Reporting is TERRIBLE. wry difficult to track the flow of a ticket. Review collected by and hosted on G2.com.
ChangeGear contiene todos los módulos para apoyar una implementación de gestión de servicios basada en ITIL. La aplicación es realmente estable y madura con numerosas formas de personalizar la experiencia del usuario, así como la forma en que su equipo procesa las solicitudes e incidentes. Los usuarios pueden enviar solicitudes a través de un portal de Internet, dispositivos móviles y correo electrónico. Los ingenieros de soporte de Sunview responden rápidamente a las preguntas cuando se necesita ayuda. Una interfaz gráfica facilita enormemente la configuración de flujos de trabajo personalizados con notificaciones tanto a los usuarios como al equipo interno. Review collected by and hosted on G2.com.
La documentación no está tan terminada como los variados métodos de personalización. La interfaz del software tiene en realidad alguna limitación en cuanto a la rapidez con la que se pueden implementar algunas personalizaciones. Afortunadamente, la mayoría de las personalizaciones están incorporadas. Review collected by and hosted on G2.com.
I like that the support team seems to be really trying to help instead of only response being to purchase more hours even if I have hours already... I know I will like the app once I figure out how to configure to work with our setup. ;-) Review collected by and hosted on G2.com.
I like and dislike the complexity. I wish there were actual training courses on how to handle the back end instead of needing a system administrator degree of some sort to edit simple things...but I do like that it is so "changeable", flexible to any situation.
Review collected by and hosted on G2.com.
It is very good at being an ITIL ticketing system. The functions are there for a fully featured system. Incident, Change, Problem, REquest, etc. What it does it does well. It has a nice UI and it good for NEW companies, coming from another ticketing system you will find it a pain for the app team to move. Review collected by and hosted on G2.com.
Authentication is awful. If you have customers with 365 Azure AD's you CANNOT use more than 1 SAML provider. So long story short is you cannot have more than ONE saml instance and you need to use their "AD Sync tool" to sync AD accounts to the change gear website. It does not seem like they are very MSP focused and we have had nothing but trouble with their PS department. Not only does the contract state "MSP" their techs don't seem to know much about it and just say the same thing over and over with no real solutions. Review collected by and hosted on G2.com.
ChangeGear contains every module to support an ITIL-based service management implementation. The software is mature and stable with many ways to customize the user experience and the way your team processes requestd and incidents. Users can submit requests through an online portal, email and mobile devices. The Sunview support engineers answer questions quickly when you need help. A graphical interface makes it very easy to setup customized workflows with notifications to users and the internal team. Sunview provides access to the database for additional reporting, which is especially helpful for trend reporting or if you're moving from another system and already have a reporting engine. The software integrates with Active Directory, making user setup easy and reliable. Review collected by and hosted on G2.com.
Documentation is not as complete as the varied methods for customization.
The software interface is has some limitation in terms of how quickly some customizations can be implemented. Luckily the majority of customizations are built-in. Review collected by and hosted on G2.com.
ExcellentUser Interface, Flexibility, and Cost Review collected by and hosted on G2.com.
Documentation - Admin Guide does not provide sufficiently clear examples (ie. Establishing Lookup Lists for the addition of drop-down menus to a form) Review collected by and hosted on G2.com.
The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution.
The ability to launch modules independently of one another so that you can bring up different parts of the software as you need them. Review collected by and hosted on G2.com.
User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility.
More than 1 technician can be working on a ticket at the same time which causes concerns.
Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial.
Module processes/programming that exist in multiple modules does not always use the same names or functions which can cause confusion. Review collected by and hosted on G2.com.
The software has extreme flexibility to meet the needs of most businesses. In addition to "best practices from ITIL" out of the box, you can customize almost the entire process to meet your needs. Review collected by and hosted on G2.com.
Since the software has gone through several upgrades over the years, some of the backend configurations do not match (e.g. different variables). This makes customizing a little more tricky. That said...not much of a complaint and the next major version is supposed to address this. Review collected by and hosted on G2.com.
Out of the box prepackaged ITL workflow. Review collected by and hosted on G2.com.
The forms are dated in appearance for each Module. This is the one improvement I would recommend to SunView. Review collected by and hosted on G2.com.
