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SunView ChangeGear

3.7
(60 reviews)
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SunView ChangeGear is a fully-integrated Service Desk Platform with powerful features and affordable pricing built to meet all of your IT service management needs.

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SunView ChangeGear review by Teresa B.
Teresa B.
Validated Reviewer
Verified Current User
Review Source

"Customizable-Competitive-Customer Friendly"

What do you like best?

The customization and flexibility of options available at a competitive price point. The ability for user to enter tickets, monitor and interact with techs. Support teams that are engaging, quick to respond and knowledgeable enough to identify, solve or guide you to a resolution.

The ability to launch modules independently of one another so that you can bring up different parts of the software as you need them.

What do you dislike?

User and Admin manuals can lack information but since the system is so configurable I'm not sure how they would possibly include instruction for every possibility.

More than 1 technician can be working on a ticket at the same time which causes concerns.

Modules do not always contain the same basic field options. Specific module fields in each but a standard set across all modules would be beneficial.

Module processes/programming that exist in multiple modules does not always use the same names or functions which can cause confusion.

Recommendations to others considering the product

Before implementing invest time in documenting your current processes and outlining your wants and needs required of a new system. . If possible spend time in a ChangeGear Sandbox before implementing your system and be sure to outline as a company your expectations for the administration of the system. We are just starting Phase 1 of our implementation. We determine launching the product modules in phases would be the most beneficial to our needs.

During our Phase 2 of implementing the Project Module we learned that its a good idea to have the DEV and PROD environments in sync and to try to restore the DEV from the backups. This would have been helpful to us when we ran into an issue with a release in production and had an issue restoring from the backups.

What business problems are you solving with the product? What benefits have you realized?

Improved communication with our customers.

Developing the Change Module is assisting us in tracking, monitoring and creating an internal structure for requests.

In 2018 began using the Project Module to track projects that will run through IT. Inside the Project Module you can create and link Incident and Change Tickets to the project to keep track of activity.

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SunView ChangeGear review by Dan D.
Dan D.
Validated Reviewer
Verified Current User
Review Source

"Wonderful ITIL product"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

highly recommend this product and always do. We have been customers for a number of years. We are also on a gold client board which meets to offer suggestions. We have had changegear in our office at times to discuss and I believe they take all of our recommendations to heart.

What business problems are you solving with the product? What benefits have you realized?

We have a better handle on inventory. We have a better handle on Change Management. We also have a better handle on notifications. Whenever there is a problem ticket created, we have it sent to the IS team. Communication has been greatly improved. When we escalate, we can send out notifications to the whole company or certain departments. We have been early adopters.

What Service Desk solution do you use?

Thanks for letting us know!
SunView ChangeGear review by Matthew M.
Matthew M.
Validated Reviewer
Verified Current User
Review Source

"Great product if you have the resource to dedicate to it"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

Be sure to dedicate a resource to managing and maintaining the software. With our previous ticketing systems, we were able to get away with everyone playing a little bit and everyone knowing certain bits and pieces, but you absolutely need a dedicated SME with this.

What business problems are you solving with the product? What benefits have you realized?

ChangeGear has made our standard processes, such as Change Management and Service Request, a lot smoother than ever before. Our old ticketing system didn't have separate modules for these, so while we have processes to differentiate these as different "requests", our help desk software didn't so we had to do weird workaround such as prefixes in the ticket title, yucky templates, etc. I believe that after this program has matured in our environment for a few more months that it will be a great asset to our organization.

SunView ChangeGear review by David G.
David G.
Validated Reviewer
Verified Current User
Review Source

"If you want success in your Service Desk, you want ChangeGear"

What do you like best?

Customization and ease of use. I was able to use the customization tools within ChangeGear to create my own workflow for each level of incidents. The Dashboard provides an easy and quick view of everything that is going on in our environment.

What do you dislike?

No option for Widget customization. I use the Activity widget more than anything and find myself having to reset everything if I leave the page. I have entered an enhancement request so hopefully this will be resolved soon. It is not a deal breaker by any means and a simple work-around is opening a new tab with the other modules listed.

Recommendations to others considering the product

I would recommend making sure all your license needs are met. When discussing licensing make sure you discuss in detail exactly what you are paying for. I would also recommend attempting to get a hands on type access to the admin console because you cannot do this with the demos and videos. Be open with your need because their sales team are exceptional in finding what ChangeGear can do for you.

What business problems are you solving with the product? What benefits have you realized?

ChangeGear has allowed us to implement a solid change management process along with solid reporting for service requests, incident management and problem management. The Project Module allows to track internal projects and keep all incidents/changes/issues tied together in a single application.

SunView ChangeGear review by Aaron D.
Aaron D.
Validated Reviewer
Verified Current User
Review Source

"Flexible Product for a demanding business."

What do you like best?

The flexibility that ChangeGear offers allows us to quickly adapt to any demands that our business requires. We're able to increase efficiency of our current processes with each release. In each of their releases, we're seeing additional features being added. Those features are often utilized in our environment quickly, as we're seeing immediate improvement in our processes.

The support really is the best, as they will go the extra mile to help you troubleshoot and resolve any issue in your environment. They are resourceful and knowledgeable enough about the product to quickly determine the root cause of an issue, and guide you on correcting it.

What do you dislike?

There are items that are difficult to customize or require professional services for something that should be simple, but this is changing as the product matures.

The forms are often clunky and require a lot of work to streamline to make the end user experience better. You can streamline the forms, but it takes a lot of effort to do so.

Recommendations to others considering the product

The product has the potential to serve a number of vertical markets well with its flexible workflows and forms. There is nothing that I've seen that ChangeGear isn't able to do.

What business problems are you solving with the product? What benefits have you realized?

We're able to give customers more detailed information about the status of their issue, as well as identifying possible widespread issues in a timely manner. With ChangeGear we are able to keep track of Major Incidents, Change Requests that allow us better transparency as to what is going into our production environment.

SunView ChangeGear review by Howie S.
Howie S.
Validated Reviewer
Verified Current User
Review Source

"Feature-rich, Flexible, Complete ITSM Solution for a Very Competitive Price"

What do you like best?

The flexibility to configure the system, the price for what you get, how well it is based on ITIL, user interface is easy to use and very consistent between modules, integration of Crystal reports, they continue to enhance the system.

What do you dislike?

Built-in report writer is limited. The self-service portal is not very configurable (yet - they're changing this soon). There are some configurations which are not possible without their assistance for our hosted system (on-premise does not have this issue).

Recommendations to others considering the product

We implemented it while they were rolling out a significant upgrade and that caused some delays from their support. They are a rapidly growing company and recently I've seen some effort on their part to increase their support resources to keep up with their customer base.

They continue to add features to the system and they listen to our requests for future enhacnements.

1st tier support is okay; 2nd+ is excellent.

I have not found a system with this number of features for this low price. It is excellent for small to mid-size companies.

What business problems are you solving with the product? What benefits have you realized?

Incident management, asset inventory, project management, users portal, change management.

It has tremendously improved our communication internally and with other departments. It's helping us launch a project management methodology from our newly developed PMO. We have a better handle on our fleet of PC's (it pulls from SCCM and makes it easier to manage).

SunView ChangeGear review by Tylene C.
Tylene C.
Validated Reviewer
Review Source

"Experience improved with Changegear 7"

What do you like best?

I like that the support team seems to be really trying to help instead of only response being to purchase more hours even if I have hours already... I know I will like the app once I figure out how to configure to work with our setup. ;-)

What do you dislike?

I like and dislike the complexity. I wish there were actual training courses on how to handle the back end instead of needing a system administrator degree of some sort to edit simple things...but I do like that it is so "changeable", flexible to any situation.

Recommendations to others considering the product

Have someone knowledgeable with database and html be the one that his in charge of it... until they get better training options...

Otherwise, it does so much more than you can imagine.

What business problems are you solving with the product? What benefits have you realized?

Biggest benefit is ease of use on the user end side and we have seen an increase in tickets compared to phone calls due to the ease and availability at any time.

SunView ChangeGear review by Corey S.
Corey S.
Validated Reviewer
Verified Current User
Review Source

"Robust solutions for every occasion"

What do you like best?

ChangeGear offers an extreme level of customization. Solutions are more limited by imagination than the platform itself. Truly a complete package.

What do you dislike?

If you choose to use the hosted solution you are locked out of some features that are hosted server side. This is offset somewhat by a support team that is quick to respond, and knowledgeable consultants that are always willing to help find the best solution for you.

Recommendations to others considering the product

It's a robust platform that will do everything you need and more. There is a lot to it, but it follows ITIL practices, so knowledge from other systems will be somewhat applicable.

What business problems are you solving with the product? What benefits have you realized?

One of the big uses for us is driving solid internal procedures. The platform helps automate day to day policy in a way that keeps people on task and in compliance.

SunView ChangeGear review by Pam T.
Pam T.
Validated Reviewer
Verified Current User
Review Source

"SunView is a very innovative and responsive ITIL company"

What do you like best?

Our experience with SunView started out slowly and with a few bumps that always come with a new system, but quickly escalated into a great partnership. SunView takes the time to listen to our problems and help us through issues that we encounter. They also take time for one-on-one sessions when requested and technical support is very response.

What do you dislike?

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

Recommendations to others considering the product

Allow vendor implementation and at least 3-5 days of training session for Administrators or Admin users.

What business problems are you solving with the product? What benefits have you realized?

IT Section accountability and customer service monitoring/trending. ChangeGear has allowed us to track and monitor situations or problems to change or help improvement business processes.

SunView ChangeGear review by Terese K.
Terese K.
Validated Reviewer
Verified Current User
Review Source

"Easy and Intuitive - Yet robust"

What do you like best?

The user interface is simple to navigate. This tool is used for incident management, knowledge management, inventory, change management and even project management. We really like the fact that we can work with Sunview to customize to meet our needs or use straight out of the box.

What do you dislike?

I'd like to be able to import MS Word or PDF documents to the knowledge base.

Recommendations to others considering the product

Don't hesitate to purchase this product. It covers all aspects of ITSM based service and provides in a very easy-to-use product that will be positively accepted.

What business problems are you solving with the product? What benefits have you realized?

Incident Management, Change Management, Project Management, Inventory Management, Knowledge Management

SunView ChangeGear review by Chris E.
Chris E.
Validated Reviewer
Verified Current User
Review Source

"Change Management Solution"

What do you like best?

The software is extremely customizable and has a workflow that makes this solution hands-off and self-sufficient.

What do you dislike?

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

Recommendations to others considering the product

This product hits all of the marks when considering a Change Management solution. It is very easy for end users to use this product as well.

What business problems are you solving with the product? What benefits have you realized?

Change Management within out IT and Web presence.

SunView ChangeGear review by Patrick  K.
Patrick K.
Validated Reviewer
Verified Current User
Review Source

"Mixed bag"

What do you like best?

It is very customizable and flexible in defining how your process works.

What do you dislike?

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.

Recommendations to others considering the product

Dedicate resources to defining needs/processes and implementing and maintaining this product. It's not really something successfully done doing it in between other things.

What business problems are you solving with the product? What benefits have you realized?

replaces really old ticketing system and allows us to implement standardized change management process.

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ChangeGear is a great ITIL solution"

What do you like best?

The dashboard is relatively easy to manage for new and existing changes. There are multiple ways to create changes and track those changes.

What do you dislike?

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)

What business problems are you solving with the product? What benefits have you realized?

We're solving our change management tracking objectives with ChangeGear. It's helping us track changes or potential issues as related to changes in time.

SunView ChangeGear review by Jacob L.
Jacob L.
Validated Reviewer
Verified Current User
Review Source

"Simple and effective"

What do you like best?

Easy to integrate into a helpdesk email to ease user experience and have users start creating tickets without them even knowing.

What do you dislike?

haven't figured out a way to hold tickets temporarily

Recommendations to others considering the product

Make sure you build out all of your internal classifications / incident types in the initial build out phase, it will get overlooked once implementation and rollout is completely done.

What business problems are you solving with the product? What benefits have you realized?

Preventing techs from butting heads working on the same issue with no way of tracking resolution

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Review Source

"An acquired taste"

What do you like best?

Many pieces of ChangeGear are customizable which is great

What do you dislike?

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.

Recommendations to others considering the product

I would recommend to them that if they are going to be an admin to prepare for this as if they are learning a new important piece of software. They are going to have to read practice, contact support and attend training to fully understand and handle the product on their own.

What business problems are you solving with the product? What benefits have you realized?

We have the ability to customize forms and workflows which is critical for our incoming new ticketing system implementation.

SunView ChangeGear review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Works fine, not great. Not designed for something as large as my organization."

What do you like best?

Form creation is fairly straight forward with visual editor. Template capacity allows for reusability of generic items for more specific situations.

What do you dislike?

Support is slow and frequently willing to close your tickets to them without a resolution if they "cannot contact you." This is to say they make a note in a ticket and if it is buried in your email or you are swamped, you're out of luck. Anything they consider customization will not be supported unless you buy additional (and expensive) support hours. The system is not well optimized and can run very slow if you have a sizable enterprise.

What business problems are you solving with the product? What benefits have you realized?

Responding to incidents and enterprise needs via tickets helps our communication and allows our organization to pass necessary tasks around quickly. The built-in ITIL functionality makes I very easy to adhere to the ITIL system.

SunView ChangeGear review by Ginetta H.
Ginetta H.
Validated Reviewer
Verified Current User
Review Source

"ChangeGear ITIL Service Desk"

What do you like best?

ChangeGear is easy to learn, easy to use and flexible enough to grow as our needs and processes grow.

What do you dislike?

We have only been using ChangeGear for 3 months. The things we have disliked we have reported to the vendor, SunView, who has been very responsive by fixing if it is an issue, in some cases promoting enhancement ideas to engineering, or providing an explanation.

Recommendations to others considering the product

ChangeGear is flexible enough to do more than Change Management or Help Desk. Not only will you get those under control with an ITIL foundation, but think about other business processes you could automate using ChangeGear.

What business problems are you solving with the product? What benefits have you realized?

A primary objective was to provide a product that followed ITIL Service Management best practices and ChangeGear follows ITIL out of the box in Incident Module, Self-Service Portal, Knoweldge Base, etc

SunView ChangeGear review by Scott L.
Scott L.
Validated Reviewer
Verified Current User
Review Source

"Great strategy, so-so execution "

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

Very strong service management stack. We are also using to support functional business process areas like HR, payroll, and marketing.

SunView ChangeGear review by Warren S.
Warren S.
Validated Reviewer
Verified Current User
Review Source

"ChangeGear Review"

What do you like best?

I like that the change control system allows us to keep track of changes to our environment.

What do you dislike?

I'm not sure I like the on-prem build of ChangeGear. I would be interested in a SaaS based solution. Direct integration to Salesforce would be nice as well.

Recommendations to others considering the product

Dedicate someone to "own" the implementation and management of the system, instead of trying to add it on as an extra project for someone.

What business problems are you solving with the product? What benefits have you realized?

Change Control Management

SunView ChangeGear review by Jason W.
Jason W.
Validated Reviewer
Verified Current User
Review Source

"Solid tool set for ticketing and project management"

What do you like best?

Ease of use for our end users from a UI and workflow notifications.

What do you dislike?

Not easy to administer the system, especially around updates and upgrades.

What business problems are you solving with the product? What benefits have you realized?

We are using CG to run our IT Help Desk tickets as well as the Project Management module for our Business Analyst group. This is allowing us to better track issues and projects in one location.

SunView ChangeGear review by Sean T.
Sean T.
Validated Reviewer
Review Source

"ChangeGear - Solid, implementation a little tough"

What do you like best?

The web interface is solid and easy to use - consistent throughout all of the modules.

What do you dislike?

While customization is readily available, required a dedicated resource to make it happen and there was a steep learning curve. For an organization that is new to ITIL it can be challenging to navigate.

Recommendations to others considering the product

Have a good understanding of ITIL/ITSM terminology and methodology before beginning. As a beginner to the ITIL way of doing things, the organization struggled with the mindset and how things were going to be done going forward.

What business problems are you solving with the product? What benefits have you realized?

Service Desk incident & problem tracking and resolution, change management, CMDB. First steps into the world of ITIL were realized which added structure and process to the Service Desk.

SunView ChangeGear review by Muhammad A.
Muhammad A.
Validated Reviewer
Verified Current User
Review Source

"Our go to ITSM tool"

What do you like best?

Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search etc.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

We have been using it as our main ticketing system for Incidents and Service Requests and also using it for our Change Management tool.

SunView ChangeGear review by Michele S.
Michele S.
Validated Reviewer
Review Source

"Change Gear"

What do you like best?

The ability to close multiple tickets at the same time.

What do you dislike?

I wish I could combine service requests, incidents, and tasks in a view that is easier to work with. I don't like the modules on the dashboard because I can't perform searches as well. There is also a delay when typing that is annoying sometimes and when I save a ticket, sometimes everything I typed disappears. Another thing I don't like is when ChangeGear is updated, many of ticket type have to be modified every time.

What business problems are you solving with the product? What benefits have you realized?

We are using ChangeGear for service and incident tickets, change requests, inventory management, etc.

SunView ChangeGear review by Mike Z.
Mike Z.
Validated Reviewer
Review Source

"Overall, one of the best ticketing systems I have used"

What do you like best?

I like the ability to customize setups, drop downs, etc. where it makes sense for the end user. The Service catalog is a very nice feature. Some end users want simple form entry, but the overall opinion has been positive.

What do you dislike?

We have had some troubles implementing new technology (VMWare SAML); however, their support/dev are working diligently to resolve the problem.

Recommendations to others considering the product

Yes, overall, I would recommend using this product compared to several other systems I have used.

What business problems are you solving with the product? What benefits have you realized?

We are using the Service Desk module and Change Mgmt module. This integration bridges the gap between production changes and how they are related to the tickets/requests that enter the system.

SunView ChangeGear review by Juan R.
Juan R.
Validated Reviewer
Verified Current User
Review Source

"A superb helpdesk ticketing program"

What do you like best?

ChangeGear is easy to navigate and the views can be customizable very easily. I would recommend this to everyone - or at least try it before making your decision.

What do you dislike?

i would like to see the user portal be more customizable, like add blinking notices and/or make the notices stand out.

Recommendations to others considering the product

Try it! you'll see the difference

What business problems are you solving with the product? What benefits have you realized?

Engineering firm

SunView ChangeGear review by Ben W.
Ben W.
Validated Reviewer
Verified Current User
Review Source

"Highly Satisfied ChangeGear Customer"

What do you like best?

We like the ease of use along with the powerful features. Well designed and easily customizable by customers without consulting help.

What do you dislike?

Not too much. The Cloud platform version does not have the full access and manageability that the on-premise version has.

Recommendations to others considering the product

Consider the on-premise version vs Cloud

What business problems are you solving with the product? What benefits have you realized?

Full ITSM lifecycle. Capturing all work including incident, service request, KB, change management, portal and project management.

SunView ChangeGear review by Corey C.
Corey C.
Validated Reviewer
Verified Current User
Review Source

"Easy enough to use, but often times slow responsiveness. "

What do you like best?

How easy it is to use and get used to. You can navigate through ChangeGear easily, and the integration of my workplaces directory of employees saves a lot of time.

What do you dislike?

Often times doing anything in ChangeGear is not quick, there's a lot of lag.

What business problems are you solving with the product? What benefits have you realized?

Computer/Technology problems within a HealthCare facility

SunView ChangeGear review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Excellent product at a reasonable price."

What do you like best?

ChangeGear provides a package of services that completely cover our ITSM needs and is fully compliant with the ITIL framework. The product is also very flexible and can be adapted to the client's needs easily. Usually by the client with included tools.

What do you dislike?

The user interface on the backend configuration is not quite as user-friendly as the front-facing interface.

Recommendations to others considering the product

This is an excellent choice for a one-stop solution for Service Management. They have a lot of additional add-ons and features so it is helpful to know what you want before the start of the purchasing process.

What business problems are you solving with the product? What benefits have you realized?

ChangeGear has streamlined our workflows and allowed us to add documented approvals to our workflow. It also provides us with excellent search capabilities and reporting.

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ChangeGear"

What do you like best?

The Customer Self Service Portal is the feature I like the best. It is easier for our customers to navigate. Also the ability to send an email and have a ticket created is wonderful.

What do you dislike?

Since we are still new to using the project and using it in production, we have issues keeping track of both Incidents and Service Requests.

What business problems are you solving with the product? What benefits have you realized?

It allows us to have all aspects of the IT Department in one system

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Review Source

"Have been using ChangeGear since 2013"

What do you like best?

Helps the organization have a global view of all requests coming in to support areas.

What do you dislike?

The way dynamic fields on a form have to run through all the fields which causes some to load and unload on the page. When a topic is chosen, none of the fields should be loaded until the choice is made.

What business problems are you solving with the product? What benefits have you realized?

We use ChangeGear to initiate all requests to our support areas instead of phone/email/chat. This allows prioritization for support areas where a customer is involved and waiting.

We have been able to identify areas where processes are broken or empowerment of staff needed to occur.

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Support Experience"

What do you like best?

The employees are very friendly. The ticket system is easy to use but needs some improvements.

What do you dislike?

I dislike it when employees provide incorrect advice and changes are made and no one knows who did it.

What business problems are you solving with the product? What benefits have you realized?

SunView provides a ticketing system that allows our employees to open tickets for issues they are experiencing and a tool to communicate back and forth about issues.

SunView ChangeGear review by User
User
Validated Reviewer
Verified Current User
Review Source

"Workable, but not elegant"

What do you like best?

Most common functionality is included. It is easy to see what is active and in which groups.

What do you dislike?

Interface is clunky. If the system runs slow, you end up with blank screens. Not visually appealing. Support is hard to obtain. Modifications are pricey.

Recommendations to others considering the product

Look around and examine all other options first.

What business problems are you solving with the product? What benefits have you realized?

Good tracking of Incident Requests and Service Requests.

SunView ChangeGear review by User
User
Validated Reviewer
Review Source

"I Supervise and assist the team of 3 that answers tickets all day for everyone in the Credit Union."

What do you like best?

The system is user friendly and allows you to personalize your dashboard.

What do you dislike?

It would be beneficial for my team if there was a pop up notification when a ticket was submitted that allows them to accept it without needing to refresh in ChangeGear. Changegear should give the seconds in addition to the hour and minutes.

Recommendations to others considering the product

Make sure your internet browser and server systems are compatible with ChangeGear Version 7 to prevent delays in using the system.

What business problems are you solving with the product? What benefits have you realized?

Tickets range from booking assistance to dealer and member requests. Research and technical issues.

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ChangeGear meets our Change Management needs"

What do you like best?

Lots of features in addition to Change Management (incident, problem, etc.). Workflow allows for the automation of our processes.

What do you dislike?

Doesn't have all of the features out of the box that we'd like and have been told some could be added as customizations but at a cost.

What business problems are you solving with the product? What benefits have you realized?

Handles our Change Management process.

SunView ChangeGear review by User
User
Validated Reviewer
Verified Current User
Review Source

"Solid but Quirky Solution"

What do you like best?

Clean interface and like the internal notes and knowledgebase sections

What do you dislike?

struggling with error messages and not knowing if my notes are reaching the case owner

Recommendations to others considering the product

Have a thorough understanding of the features and use cases for the platform. The interface is well laid out.

What business problems are you solving with the product? What benefits have you realized?

IT Help Desk, Networking Development issues

SunView ChangeGear review by User in Government Relations
User in Government Relations
Validated Reviewer
Verified Current User
Review Source

"We have been using this tools more than 7 years and we are very happy wth this products."

What do you like best?

I like the search option, it search from the body of the tickets.

What do you dislike?

I don't think so I found anything which I dislike for this product.

What business problems are you solving with the product? What benefits have you realized?

We have call center in our office, so we track all calls and all email through this system. And log all the incidents

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Review Source

"Change gear review"

What do you like best?

One spot to document all work. Ability to see other tickets and progress being made.

What do you dislike?

Not enough categories to choose from when picking a request. Many times what I do does not fall into any category and I just choose one.

Recommendations to others considering the product

More categories when choosing ticket type. Ability to use Template on KB from the incident so I do not have to close incident then go to KB to write templated KB

What business problems are you solving with the product? What benefits have you realized?

One place for all staff to enter tickets, limiting phone calls and email requests

SunView ChangeGear review by Chris E.
Chris E.
Validated Reviewer
Review Source

"Powerful helpdesk and inventory tool"

What do you like best?

customization options for all modules are very powerful and can be tailored to any need

What do you dislike?

customization options can be difficult to get displayed right and likely will require working with the vendor's pro services team as opposed to just in house

What business problems are you solving with the product? What benefits have you realized?

IT ticketing system, Change management, inventory management

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Changegear in the hospital setting"

What do you like best?

I like the variety of views you are provided to view tickets

What do you dislike?

I think the reports are horrible, they are mostly useless. There is not guide to creating custom reports

What business problems are you solving with the product? What benefits have you realized?

We are able to manage all the service and incient requests

SunView ChangeGear review by Executive Sponsor in Hospital & Health Care
Executive Sponsor in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"IT Director"

What do you like best?

I like their technology roadmap. The introduction of artificial intelligence is exciting.

What do you dislike?

At this time, it is system performance. However, we're working on file archiving and re-indexing to improve response time.

What business problems are you solving with the product? What benefits have you realized?

Trying to staff an IT Help Desk with minimal human capital as possible with not only impacting, but improving customer service.

SunView ChangeGear review by Daniel K.
Daniel K.
Validated Reviewer
Review Source

"Change gear ticketing"

What do you like best?

Ability to quickly customize and edit how things work easily

What do you dislike?

Sometimes closing tickets can have redundant menus

What business problems are you solving with the product? What benefits have you realized?

Much easier to assign tasks and keep track of what was done throughout the day. Easy to send to other departments

SunView ChangeGear review by Administrator in Oil & Energy
Administrator in Oil & Energy
Validated Reviewer
Review Source

"Long Time User - ChangeGear through the ages!"

What do you like best?

ChangeGear has a very logical approach and workflow to its change management, it is also very easy to administer

We also utilize the CMDB functionality which has allowed us to track assets through their lifetime, with all details held in one place

What do you dislike?

In the last few releases they have moved away from desktop client to web-based for day to day usage. I understand that mobility is the reason but it would be nice to have retained a desktop user client

Recommendations to others considering the product

Speak to Sunview, they will be able to provide guidance and show how ChangeGear can work for you

What business problems are you solving with the product? What benefits have you realized?

ChangeGear has allowed us to track all of our changes and assets so that we are able to meet all of our auditing criteria in this area

SunView ChangeGear review by Administrator in Transportation/Trucking/Railroad
Administrator in Transportation/Trucking/Railroad
Validated Reviewer
Verified Current User
Review Source

"Simple if simplified is what you looking for"

What do you like best?

simple to use, easy, if that is what your looking for then this is your product to use.

What do you dislike?

to much to customize if your needing more complex

Recommendations to others considering the product

maybe, if then so not need much customization

What business problems are you solving with the product? What benefits have you realized?

Incident issue

SunView ChangeGear review by User
User
Validated Reviewer
Review Source

"Easy to use and gives you a detailed analysis. "

What do you like best?

I use it for mostly change management. And it gives very detailed perspective of the required change.

What do you dislike?

I had some concerns initially with reporting part but after working with change gear team we were able to streamline it.

Recommendations to others considering the product

Its simple and easy for your difficult needs.

What business problems are you solving with the product? What benefits have you realized?

Change Gear has really allowed us to streamline our change management and the overview of the changes by required personnel has also become better.

SunView ChangeGear review by User
User
Validated Reviewer
Verified Current User
Review Source

"User"

What do you like best?

System is web base so can access easily.

What do you dislike?

The system can be slow at times. Closes out of tasks once you accept them having to go back into them.

What business problems are you solving with the product? What benefits have you realized?

Our ticketing system

SunView ChangeGear review by Administrator in Oil & Energy
Administrator in Oil & Energy
Validated Reviewer
Review Source

"LImited Functionality and Wrong Direction"

What do you like best?

Simple to use if you only want the very basics of a service desk solution.

What do you dislike?

Where should I start....

1. ITIL Framework implementation is limited

2. Customization is cumbersome at best

3. Workflow is overly difficult to build and test

4. User interface is outdated even with the new UI improvements in version 6.x

5. Reporting is not user friendly and much of the time I resorted to writing SQL exports to get the data I need

6. if you build a hierarchy it better be right the first time because you can't change it later.

7. The system doesn't grow with out organizations needs. Other non-IT departments wanted a Service management solution and their FLEX modules (you can have up to 2 maximum) isn't enough to accommodate our other departments. Their solution was to implement a entirely separate instance of ChangeGear for each other department.

Recommendations to others considering the product

If your organization plans on growing into Enterprise Serve Management I'd look elsewhere

What business problems are you solving with the product? What benefits have you realized?

Enterprise service management (IT + other business units)

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Review Source

"Great Customer Service"

What do you like best?

Sunview Software customer support is knowledgeable and provide quick responses to all my questions. They are continually updating their product based on user requests to make it even better.

What do you dislike?

There isn't really anything that I dislike about the product.

What business problems are you solving with the product? What benefits have you realized?

ChangeGear allows us to manage our Incidents, Service requests and Changes easily and have been able to customize the product with little effort to better suit our needs.

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Ticketing interface"

What do you like best?

User interface for end users in Incidents and Service Requests

What do you dislike?

Tasks should automatically send notices to assignee

What business problems are you solving with the product? What benefits have you realized?

Healthcare technology, good for auditing requests

SunView ChangeGear review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Works Great"

What do you like best?

Knowledge Base and Ticketing. We user the Change control also

What do you dislike?

Sometimes software is slow, but could be network

What business problems are you solving with the product? What benefits have you realized?

KBs, ticketing, etc

SunView ChangeGear review by Kevin E.
Kevin E.
Validated Reviewer
Review Source

"Pleasant"

What do you like best?

The site doesn't break down. It is constantly up.

What do you dislike?

The site doesn't refresh realtime. It's a hastle hitting F5

What business problems are you solving with the product? What benefits have you realized?

tech issues

Kate from G2 Crowd

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* We monitor all SunView ChangeGear reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.