ChangeGear by SunView software


25 reviews(4.0/5)
25 reviews(4.0/5)

ChangeGear by SunView is a cloud-based enterprise-level IT help desk solution that helps businesses to track, manage and control IT services.

ChangeGear complies to ITIL standards and offers components for managing incidents, problems, changes and configurations. IT management processes are automated through this solution, so businesses can monitor their IT infrastructure, eliminate system downtime, track operational cost, ensure regulatory compliance, and ensure IT service delivery complying to the ITIL standard. Through a self-service portal, employees can submit incidents and track their progress. The solution allows users to customize settings like views, advanced automation, templates and visual workflows.

Using this solution, various automation rules including VIP ticket handling, ticket routing and SLA management and escalations can all be adjusted depending on new business rules or for balancing workloads. ChangeGear seamlessly integrates with email accounts, Active Directory and other third-party applications.

It is available on a monthly subscription basis that includes support via email.

Supported Operating System(s):
Windows 7 , Web browser (OS agnostic) , Windows 8 , Windows 10

25 Reviews of ChangeGear by SunView

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  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    August 2018

    Change Gear - Please Don't Change

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Is from Centennial

    July 2018

    does the job

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    June 2018

    Don't judge a book by its cover

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Nicole from Alberta-Pacific Forest Industires

    Number of employees: 501-1,000 employees

    June 2018

    Great Product and Great Customer Service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are better able to manage our incidents, service requests and changes.

    Pros

    ChangeGear is easy to use and customize for our needs and anytime I have had to contact Customer Support I have gotten quick knowledgeable responses and resolutions to my issues. SunView listens to their customers suggestions and is continually working to improve the product.

    Cons

    There is not really anything that we dislike about the ChangeGear product or services provided by Sunview.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jerry from INDS

    Specialty: Insurance

    Number of employees: 201-500 employees

    April 2018

    Network Administrator

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

    Very customizable user interface. Work flows are easy to setup. Reports are easily generated and can be output in multiple forms.

    Cons

    The email handling module is highly flawed. There are many operational bug in the coding. The system is not very adaptable to be used for non-ITSM rolls.

    This review was submitted organically. No incentive was offered
    Review Source
  • Mike from Water filtering company

    Number of employees: 501-1,000 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Automation of a lot of routine task right out off the box. a better data tracking and reporting.

    Pros

    Everything: It's complete solution that can expand and grow with your organization. It starts with the basic solution and can evolve to enterprise level all in one system ( which way to much for our organization) We got the base held desk solution and I found the feature list is way beyond what we need.

    Cons

    Certain customizations you need to know what you're doing or you can do some damage. To hide some of the default forms I wasn't able to do it myself and needed assistance. as well as few other little mods required direct manipulation in XML files so you need someone who know where it is.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mike from Flexco

    Number of employees: 501-1,000 employees

    January 2018

    The account mgr, tech lead, and general support have all been good to work with and very responive

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Stream lined access to various features. Good metrics that are easily obtained.

    Pros

    The flexibility of having the system do what we need while still adhering to ITIL. The Service Catalog, while some end users do not like it, the general opinion is positive and well received.

    Cons

    We have implemented some newer technology (specifically, VMWare SAML) and they have had some technical limitations in implementing. We are making progress and support/dev is working to solve the problem.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Pam from Kennesaw State University

    Number of employees: 1,001-5,000 employees

    January 2018

    We would have insisted on initial vendor set-up, with one-on-one training for application management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Customer email notification and trending to forecast needs and change business processes. It also tracks what customers need more help with which has resulted in projecting future expectations.

    Pros

    We enjoy the application flexibility to make changes that suit our business needs and processes and not being held to limitations due to functionality.

    Cons

    What we like least about the software is the need for customization's that would require Professional Services. If resources are out there, they should probably be made available to the customers to follow and implement on their own. It would be nice to include better reporting capabilities and functionality.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jean from Gainesville Regional Utilities

    Number of employees: 501-1,000 employees

    January 2018

    We have just gone live with the product and things are going well. Report functionality is great.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    All of IT work is in the same area from Project Management to daily incidents and service requests.

    Pros

    The Self Service Portal for the customers is great. 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.

    Cons

    Since we are still learning how to use the software in a production environment, we seem to be having issues with learning which screen is the best to use for seeing all work.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Artim from Con Edison

    January 2018

    Very good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Change Management System works very well and complies with all our needs. Reporting and filtering design is unique and very customizable.

    Cons

    CMDB functionality is lacking somewhat. You can manage who sees certain assets, but you cannot manage who sees specific fields in an asset.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Teresa from Shentel

    Number of employees: 1,001-5,000 employees

    January 2018

    Customizable, Competitive and Customer Friendly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Increased customer communication.

    Pros

    The Customization and flexibility of options available at a competitive price point.

    Ability for users to submit their own tickets, monitor the progress and interact with technicians.

    Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve, or guide you to a resolution.

    Cons

    User and Admin. manuals can lack information but since the system is so configurable I am not sure they would be able to account of every possibility.

    More than 1 technician can be in the same ticket at the same time.

    Modules do not always contain the same basic field options. Each module does have various module specific fields but it would be nice to have a standard set across all modules.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    December 2017

    Our go to ITSM tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Terese from Lake County

    December 2017

    ChangeGear is a very user friendly tool that makes ITSM simple!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It has modules to accomplish just about everything you could ask for that are simple to use and understand! 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!

    Cons

    I would like to be able to import MS Word documents or PDF's for the knowledge base. It would also be great if it could integrate with the phone system so that when a user calls, a new ticket auto-populates with their information.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Aaron from Elevate

    Number of employees: 501-1,000 employees

    December 2017

    Flexible software that will meet your needs quickly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • David from St. Mary's Medical Center

    December 2017

    Excellent Customer Service Throughout The Entire Process Of Implementing ChangeGear!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Duane from C-III

    Specialty: Property Management

    Number of employees: 5,001-10,000 employees

    October 2017

    Countless problems

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    It has a comprehendible gui and its easy to navigate. The automatic ticket creator through email is great when it works.

    Cons

    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. I understand things go wrong but a down service should be resolved asap. It is frustrating and I do not recommend this software. The following error occurs when we open any ticket or click any ticket: ChangeGear has detected the following error.




    ChangeGear could not process your request. Please re-login and try again.

    This review was submitted organically. No incentive was offered
    Review Source
  • Jerry from INDS

    February 2017

    Poor communication and not very good for customer facing applications.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Change Gear is great if you are only using it internally. Despite what their sales team would tell you, it requires extensive modification to even handle anything more than a few email addresses. Attachment handling and things as simple as email CC'ing are not available available out of the gate. The included modules are not very adaptable, inevitably requiring the customer to bend to suit its forms instead of bending its forms to suit the customer. The technical/implementation team is very knowledgeable, when you can get in touch with them. Trying to get them on the phone is more like "leave a message and maybe we'll get back to you." Bottom line, users will be very pleased with this product as long as they a) don't need it for any other department than IT, and b) don't need it to be externally facing.

    Review Source: Capterra
  • Muhammad from Aegion Corporation

    December 2016

    Our go to ITSM tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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: Capterra
  • Ginetta from County of Marin

    Specialty: Public Sector

    Number of employees: 1,001-5,000 employees

    October 2016

    ChangeGear is Customizable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    SunView's Professional Services team helped us configure ChangeGear Service Desk to meet our needs. We have implemented several modules including Incident, Knowledge Base, Service Request, and Self-Service Portal. ChangeGear has been well received by our end users and IT Techs.

  • Ben from Henny Penny

    Number of employees: 501-1,000 employees

    October 2016

    ChangeGear - Great Product Delivered by a Great Company

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    My company has been using ChangeGear for approximately two years. We love the product's ease of use, administration and feature sets. The initial price tag was VERY competitive. We found that the product can deliver Enterprise level capabilities at the price point of a typical SMB product. The support of the product has been great when we have to use it (which is almost never). They deliver the product in many forms including Public cloud, Hybrid or on-premise. SunView is highly committed to product development as evidenced by the latest features inherent to ChangeGear v7. Many would consider them a visionary or leading-edge company in the ITSM industry. SunView is also easy to do business with and you will be treated like a family member. Go just buy it. You won't look back.

    Pros

    Ease of use (for end-users and agents/admins alike)
    Ease of administration
    Feature sets
    Flexibilty of installation (Cloud, Hybrid, On-Premise)
    Pricing
    Ease of configuration

    Cons

    Remote manageability of certain features on full Public Cloud instance (requiring SunView support to interact)

    Review Source: Capterra
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