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.

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.

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.

I love the ease of setup and the ease of control. I am able to maneuver the program with little to no error.

Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice.

Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done.

Web Help Desk so far is doing a pretty good job at automating the tickets and routing to the required departments and individuals.

Initial setup was a pain. I had to quote out a SQL server and set that up just to use the product.

It has been a very low cost, reliable solution that has helped us keep track of assets and help tickets. It also requires very little maintenance.

This has worked well for our company, and best advantage has been prompt and good tech support.

I like that WHD is very straightforward to use and is very stable. It integrates with Single Sign On with Windows.

There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable.

WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

Web Help Desk is a modern solution for ticket based system. Modern UI and great reports.

It requires some effort to fully implement and it is hard to integrate with other tools.

The only complaint that I have is that the ticketing system of this service is a little difficult to navigate.

Their customer service is very quick and responsive, it is a very easy to use application and most importantly, helpful.

The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude.

I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

I like the ui it's very clean, and very easy to find what your looking for in the software.

The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either.

Very affordable - sales rep that I worked with was very helpful and gave us a nice discount. Good features: Task automation, work flow, email threading (adding ticket notes via email).

With SolarWinds we can create granular reports to address problem areas.

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read.

Support webhelpdek is very bad. If i let only for npm sam.

That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

I enjoy being able to custom build reports, have an amazing dashboard in the NOC for all to see. One with soft helpdesk technical skills can easy navigate and self learn.

A rich full-featured help desk software that integrates nicely with alot of solarwinds many awesome programs.

You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day.

Customizing ability and ease of use for clients. Easy to track assets and update inventory.

Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon.

SolarWinds generates a positive impact thanks to cost reduction.

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

Windows 7

Web browser (OS agnostic)

Windows 8

Windows 10

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

SolarWinds Web Help Desk is a cloud-based ticketing and asset management solution that gives businesses tools for service management from request to resolution. Web Help Desk assists businesses in the following key areas of support including ticketing management, asset management, change management, knowledge management, incident management and service management.


The solution offers tools for ticket creation, assignment, routing and escalation. Users can automate the discovery of software and hardware assets and manage asset assignments, history and associated service requests.


Web Help Desk enables users to utilize a configurable workflow engine to help ensure that change management policies and procedures are adhered to. Users can also leverage a built-in knowledge base for creating FAQs and KB articles to assist help desk teams and promote end-user self-service.


Web Help Desk is able to associate unlimited incident tickets with problem tickets for quick reference. Users can track ticket status, technician performance and customer support needs to help ensure that SLAs are met with built-in reports, dashboards and alerting.



Surveys & Feedback

Task Scheduling

Help Desk Management

Project Time Tracking

Inventory Tracking

Asset Lifecycle Management

Remote Access/Control

IT Asset Tracking

Task Editing/Updating

Task Tagging

SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

ChangeGear vs Web Help Desk

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Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

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Support and Training

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