Every single time I try to do anything my tickets end up getting incorrectly assigned or routed. No one seems to understand the logic of their workflow.

There are no error messages when two technicians are in the same ticket trying to update the ticket.

Email connector service has broke at least 3 times and its currently been down for a week. Now we cannot close or edit tickets so its nearly impossible to track our work.

Solid Product and Solid company. Great customer support sales and tech.

Our overall experience with the software is great. The vendor is a valued business partner and is always making improvements and asking how they can be better.

Overall, ChangeGear has been a great tool for NWE and we plan on growing the use of the application in the future.

The software is also easy to maintain. It's pretty much set it and forget it other than licensing changes each year.

I like the functionality. We used it for helpdesk and change management, worked great in both scenarios.

Also software is latent so difficult to use in a high speed work environment.

The licensing model is flexible and can scale easily. We selected the combine both the single user and site license option and this work great for our It team of 300+ users.

Considering our budget constraints, ChangeGear is currently a great tool for our organization. We are exited about the new and improved service catalog module.

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 version that we are currently on makes it difficult for Service Desk staff to know what is in their workload, but the next version of the software is changing this.

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.

Sometimes, not often, tickets will disappear. This has only happened twice in two years.

Solid software solution for ticketing and project management.

ChangeGear was loved by all because of it's functionality. I would say it was my favourite service management application.

My company has been using ChangeGear for approximately two years. We love the product's ease of use, administration and feature sets.

Easy to understand the flow and good in getting alerts and notifications. Very good as a ticketing system.

The email notification and rules within the Email Connector allow tickets to be worked/processed/closed all through email responses.

It fully integrates into your environment and provides tools for you to use to better manage everything from issues and service requests to knowledge and assets.

Creating forms is rather clumsy and if you make a mistake, it takes some time to correct it.

Great, easy to use tool that provides customization capabilities to fit almost any business need.

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.

We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.

Certain customizations you need to know what you're doing or you can do some damage.

Overall, I have had good experience with ChangeGear as a technical support specialist.

It has excellent tools for order control, it is a great help for the company's logistic department, it is easy to use and very customizable.

I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems.

As Always i love issuetrack and how the system works, the system is extremely easy to use and the support team is always helpful with any issues we run across i would recommend this system to anyone.

It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.

The ease of deployment and the licensing scheme.

The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.

They are constantly listening and improving the software which is wonderful to keeping up with change.

It is extremely user friendly for our employees to use and a great tool we have implemented to both of our entities. We continue to expand our IssueTrak and continue to love it.

We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.

We use the product for a customer site to track system failures.

IssueTraks support team is super quick and super friendly. I would highly recommend this product.

Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

It gives the management greater flexibility to pull the reports that worked on previous weeks and months.

Very good for getting customer service off of our website. Its very helpful for renting out suites in our building with a rotating clientele, with constantly different accounts being set up.

Occasional problems with KB articles not being editable after creation.

Great product with built in excellent tools that help manage service requests.

The guys are amazing, doesn't matter when you call or who you speak with, they are all very knowledgeable, Julian, Ryan, Chris and Patrick are all awesome.

Customer support is AMAZING. They answer everything quickly and efficiently and also give wonderful suggestions for ways to do things in the software that we couldn't have figured out ourselves.

It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.

Absolutely fantastic issue tracking solution - works great for both staff and customers.

It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.

Multiple features and functions for great price. Updates consistently to resolve already existing issues while still improving the product.

I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.

US Dollar

ChangeGear is a premier  IT Service Management solution. 

ChangeGear delivers a comprehensive platform for enterprise with innovative IT Service Management capabilities, ITIL-based modules, the award-winning AI & Machine Learning platform, personalized end-user self-service, cost-effective licensing, and more. ?The system gives users everything they require to easily build, configure, automate, and deploy services enterprise-wide. Additionally, ChangeGear takes the complexity out of IT and provides smarter tools, processes, and automation for delivering remarkably efficient IT service management. 

ChangeGear is available in both on-premise and cloud deployment for users’ convenience.

LongDescription

Support Ticket Management

Real-Time Analytics

Employee Onboarding

Document Storage

Activity Tracking

IT Asset Management

Workflow Configuration

Contract/License Management

License Management

SSL Security

Change Management

Single Sign On

Project Management

Procurement Management

Knowledge Management

Change Planning

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Employee Self Service

Problem Management

Self Service Portal

Audit Trail

Mobile Access

Cost Tracking

Dashboard Creation

CMDB

Capacity Management

Device Auto Discovery

Compliance Management

Service Catalog

Training Management

Issue Scheduling

Maintenance Management

Multi-Channel Communication

Configuration Management

Support Ticket Tracking

Social Media Integration

Forms Management

Workflow Management

Email Management

Ticket Management

Recurring Issues

Asset Tracking

Activity Dashboard

Alerts/Notifications

Knowledge Base Management

Impact Management

Network Monitoring

Data Visualization

Change Tracking

Service Level Agreement (SLA) Management

Availability Management

Macros/Templated Responses

Interaction Tracking

Dashboard

Audit Management

Alerts/Escalation

Customizable Branding

Compliance Tracking

Reporting/Analytics

Prioritization

Relationship Mapping

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Approval Workflow

Performance Monitoring

Task Progress Tracking

Issue Auditing

Third-Party Integrations

Task Management

Release Management

Inventory Management

Search/Filter

Event Logs

Reporting & Statistics

AI/Machine Learning

Virtual Assistant

Natural Language Processing

Process/Workflow Automation

For subscription: Pricing starts from $45 /user/month (billed annually). 



Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

Chat

51-200

201-500

501-1000

1000+

ChangeGear

In Person

Live Online

Webinars

Documentation

Videos

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more.

Issuetrak can be deployed in the cloud or hosted on-premises and is suitable for departments and organizations of any size.

The product’s features include a Task Manager for task assignment and workflow creation, a suite of automation tools, round robin issue assignment, and intuitive reporting options. Issuetrak provides plenty of ways for users to customize their issue submission process, such as custom screens and user-defined fields. A number of add-on modules are available to supplement the base product with tools like Asset Management and Active Directory.

Users can also keep automatic audit records, organize their own Knowledge Base, edit their reporting dashboard to display their preferred metrics at a glance, and manage their issues via a centralized, customizable Issue Hub.

Issuetrak offers 24/7 support, as well as guided implementation and onboarding to assist users in configuring their site exactly how it’s needed.

ChangeGear vs Issuetrak

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