99 Serviceaide ChangeGear Reviews
Overall Review Sentiment for Serviceaide ChangeGear
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we can now be standardized on policies and procedures. When we make a change, it needs approval and we can go back and look at the change. The cmdb feature allows us to keep track of our assets which was something we never did very well prior to Changegear. The piece we like is that we integrated our voice mail by sending the message to an email which opens a ticket. Review collected by and hosted on G2.com.
Wish it had some type of password service. That is a large bulk of our tickets. We've also had some issues with seeing tickets on smart devices. Wish it had the ability to tie into Active Directory and allow a user to fix their password issues which is our biggest issue. Review collected by and hosted on G2.com.
I like how flexible ChangeGear is when it comes to customizing it for your own organization's workflows and processes. Granted, it's ITL-compliant out of the box, so it has shed some light on failures of our own processes, but I see that as a good thing. Review collected by and hosted on G2.com.
The program can, at times, be too customization-dependent and will always request a dedicated resource to make changes to the system from time to time. It's not like any of our previous systems where you stand it up and go. Not every organization would view this as a dislike, but it can be too time-consuming for a smaller organization to make it work the way you want it to. There's a lot of fixes, tweaks, etc. that you can find out how to implement on their Support Knowledge Base that I wish were easier to implement than going through 15 step xml/js editing. Review collected by and hosted on G2.com.
Ease of use for our end users from a UI and workflow notifications. Review collected by and hosted on G2.com.
Not easy to administer the system, especially around updates and upgrades. Review collected by and hosted on G2.com.
It is very customizable and flexible in defining how your process works. Review collected by and hosted on G2.com.
Not very much user group/peer forums. Since this is so customizable it can be frustrating trying to figure out things. it is almost too complicated due to that flexibility. Review collected by and hosted on G2.com.
The software is extremely customizable and has a workflow that makes this solution hands-off and self-sufficient. Review collected by and hosted on G2.com.
There have been some areas that can be a bit more 'secured' from changes. One particular situation allows for an RFC to be changed even after approved. This type of change should not be allowed Review collected by and hosted on G2.com.
The dashboard is relatively easy to manage for new and existing changes. There are multiple ways to create changes and track those changes. Review collected by and hosted on G2.com.
There's a 100MB limit on attachments! I also wish the implementation tab was easier to use. The less windows that open to add a statement or step, the better! There was an issue during renewal that required us to import the license again. The only other issue is chrome support seems to be low as IE seems to work the best between the two (I have not tried FireFox yet) Review collected by and hosted on G2.com.
Many pieces of ChangeGear are customizable which is great Review collected by and hosted on G2.com.
The backend is too complicated. For me to learn this I literally have to treat it like a course. If I don't know how to do it and its not entirely clear in the documentation then I have to contact support. On top of that support likes to help you with telling you how to do certain things but don't expect them to get on a call with you to help you right away. A call with support has to be scheduled which can be a HUGE inconvenience. Review collected by and hosted on G2.com.
Easy to integrate into a helpdesk email to ease user experience and have users start creating tickets without them even knowing. Review collected by and hosted on G2.com.
haven't figured out a way to hold tickets temporarily Review collected by and hosted on G2.com.
The account management has evolved and improves greatly in the past year. The product is very customizable, largely without coding. Accessible product development team to established customers. Review collected by and hosted on G2.com.
Services are hit or miss, largely based on the assigned engineer. Marketing has historically over promised on features functionality and release dates and under delivered. Review collected by and hosted on G2.com.
