ChangeGear vs SolarWinds Service Desk
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
3.9 / 5
4.6 / 5
Value for Money
4.1 / 5
4.5 / 5
Customer Support
4 / 5
4.6 / 5
Functionality
3.9 / 5
4.4 / 5
Last Review Written
February 24, 2021
May 25, 2024
Pros/Cons
Pros
- 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.
- The end users love this software. If you have a good programmer on your team, this product will do just about whatever you want.
- Easy to understand the flow and good in getting alerts and notifications. Very good as a ticketing system.
Cons
- We ran into so many operational flaws and deficiencies that we finally had to drop ChangeGear after only one year of use.
- 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.
- 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.
Pros
- Our staff are way more happy and have their own self service portal, which they did not before. We no longer have to manage an on-prem solution, so we are happy.
- I love the asset integration and that it can pull warranty info ... that's huge. I liked the cost of it great bang for the buck.
- The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.
Cons
- I haven't really found anything I dislike. Our previous solution was that bad.
- The menu system when going between global settings in the "setup" and general service desk settings is a bit confusing. I constantly bounce between the two menus to find what I am looking for.
- Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
N/A
FrontRunners
2023
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
