Serviceaide ChangeGear Reviews & Product Details

We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes.

Seller

Serviceaide

Discussions

Serviceaide ChangeGear Community

Languages Supported

German, English, French, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Chinese (Simplified), Chinese (Traditional)

Solution Type

All-in-One

Overview by

Nancy Bhagat

Value at a Glance

Averages based on real user reviews.

Time to Implement

4 months

Return on Investment

21 months

View More Pricing Information

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User Insights

Average based on 105 real user reviews.

Implementation Time

4 months

Perceived Cost

$$$$$

Serviceaide ChangeGear Integrations

(5)

Integration information sourced from real user reviews.

Serviceaide ChangeGear Reviews FAQs

Generated using AI

Last updated: Nov 04, 2026

What is Serviceaide ChangeGear, and what problem is it built to solve?

It is service and support management software intended to address service management across IT, business departments, and customer service. Its stated approach centers on digital labor conversations, automation, and knowledge.

What languages does Serviceaide ChangeGear support?

It supports 3 languages: English, French, and Spanish.

What company sizes and industries is Serviceaide ChangeGear the best fit for?

Positive experiences are represented most strongly among mid-market and enterprise organizations, with industry representation clustered across several service-intensive sectors. The segments that stand out include:

Company size — Mid-Market: Organizations with 51–1,000 employees.
Company size — Enterprise: Organizations with more than 1,000 employees.
Industries: Utilities, financial services, and information technology and services.
Other represented industries: Health care, telecommunications, and retail.

How long does it take to implement Serviceaide ChangeGear across a team?

Implementation timelines most often fall within one to six months, with one-to-three months the most common range. Some teams report shorter or longer go-live timelines as well.

Time to go live	Relative frequency
1–3 months	Most common
3–6 months	Also common
Under 1 month, 6–12 months, or longer	Less common

What customer support options does Serviceaide ChangeGear provide, and how do users find the overall support experience?

Support is available through self-service resources and direct contact channels, including a knowledge base, email/help desk, and phone support. The experience can be very helpful and responsive, with knowledgeable staff guiding teams through issues; users also describe delays and inconsistency, particularly with complex cases or implementation help.

What is the experience like for teams switching to Serviceaide ChangeGear from another tool?

Teams have moved to it from tools such as SysAid, Zendesk, Spiceworks, and SharePoint, as well as older in-house or legacy systems. The appeal is often more structured ITIL workflows, broader functionality in one place, and greater flexibility for tailoring processes; some transitions also addressed cost or support concerns with prior tools. The move can take planning and configuration effort, especially when teams are replacing heavily customized or older systems.

What features or capabilities could make Serviceaide ChangeGear even more useful?

The most useful improvements would make everyday administration and reporting less cumbersome, while making the interface feel more current. Recurring requests include:

More flexible reporting: Make it easier to build and tailor reports, dashboards, and exports without extra technical work.
Simpler configuration: Reduce the effort involved in setting up workflows, forms, and customizations.
A more streamlined interface: Modernize the experience and make common tasks and ticket navigation feel more intuitive.
Clearer notifications and automation: Improve the reliability of updates and automate task handoffs and alerts more smoothly.

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Josh P.

Mid-Market (51-1000 emp.)

4/2/2024

"Excellent so far"

4/5

What do you like best about Serviceaide ChangeGear?

So far, the best thing about ChangeGear has been its ease of use in administration. The workflows are relatively easy to configure, and the layout in each module is uniform, so there is minimal hunting around while you are trying to build out the system. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The patching time slots are not ideal unless you are in EST. Creating some of the automations, especially stuff needing variables, could be easier to do out of the box but still not as much of an issue compared to something like SCSM. Review collected by and hosted on G2.com.

Eric H.

Enterprise (> 1000 emp.)

3/4/2024

"Solid software solution for your needs"

4.5/5

What do you like best about Serviceaide ChangeGear?

Highly customizable to fit any needs that you might have. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Can be somewhat complex at times when you need to make changes or setup new features. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Eric, thank you for taking the time to post a review of ChangeGear. Many customers choose our solution for our strong change and service management capabilities. It's great to hear how you have been able to digitize and streamline your approval process.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

2/24/2024

"Easy to use and customize."

5/5

What do you like best about Serviceaide ChangeGear?

CG is easy to use and admin. Offers customization. Modules have templates and workflows. Views provide good reporting exports. Email connectors provide updates directly to the tickets. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Task modules have been difficult to customize. I would like to have links to the tickets available in exported views. Review collected by and hosted on G2.com.

What problems is Serviceaide ChangeGear solving and how is that benefiting you?

We use for Service Management for tracking and trending, and security audits. Additionally, the product is very customizable which allows for us to tailor forms and templates for ease of use. For reporting and tracing of our clients and issues reported and changes made to production. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Thank you for your review of ChangeGear. Ease of use and low overhead and administrative costs are one of our strengths. I will share your feedback on the task modules with the product team.

See how Serviceaide ChangeGear improved

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

2/22/2024

"This ticketing system is completely customizable for a great end-user experience."

4.5/5

What do you like best about Serviceaide ChangeGear?

The interface used to create custom forms and administrate users and security is easy to use and learn. The technical support always has the right answer when they are needed. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

My only complaint is that the support staff is not manned 24 x 7, however, when I need help and communicate in advance, I've been able to get it. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Thank you for your review. I'm glad to hear that ChangeGear is providing a great end-user experience. Re after hours support, we offer different options to address this it is an ongoing issue. Feel free to reach out to me or our account manager so we can help work out the best solution.

Chuck A.

Enterprise (> 1000 emp.)

3/18/2024

"ChangeGear works well for tracking our NERC CIP compliance tickets"

4.5/5

What do you like best about Serviceaide ChangeGear?

We found the initial setup straightforward and support from ChangeGear staff was excellent. It provides the audit records needed to support our CIP audit tracking & documentation requirements Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

I would say the documentation could be more user-friendly but not overly burdensome. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

2/26/2024

"ChangeGear Performs"

4/5

What do you like best about Serviceaide ChangeGear?

Ability to add customizable form and approval workflow. User friendly design. No need for a lot of training to use the tool. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Cost. When moved to the new subscription based model in during the last renewal we were shocked to see a 35% increase. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Thank you for your ChangeGear review. The user-friendly design and ease of customization is a common benefit we hear. I understand the price increase is frustrating but looked into your account and see you moved from a very different pricing structure. While the % was large, I believe the absolute dollar increase was not that significant. If there is anything we can do to help you continue to drive value from your purchase, please reach out to me or your account manager.

Nick S.

Mid-Market (51-1000 emp.)

2/29/2024

"Good Customer Service"

3/5

What do you like best about Serviceaide ChangeGear?

The support is good, they are helpful, and usually a quick turnaround to getting things resolved. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Licensing was unclear when we purchased. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Nick, thank you for your ChangeGear review. I'm glad you are pleased with the level and responsiveness of our support team. If you require any additional information on how the licensing works, please let me know. We are introducing some new packaging options to provide more value and better visibility into how you can purchase ChangeGear solutions.

Verified User in Law Practice

Mid-Market (51-1000 emp.)

2/26/2024

"Using ChangeGear for our help desk ticketing system"

5/5

What do you like best about Serviceaide ChangeGear?

Easy to track and keep up with requests or problems submitted for assistance for our IT Dept. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Nothing at this time. We are new to this version of the product. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Thank you for your ChangeGear review. I'm glad to hear you are finding it easy to use and intuitive. If you would like to explore training, please feel free to reach out to me directly or to your account manager. We're focused on helping you maximize the value of your investment.

Shannon S.

Mid-Market (51-1000 emp.)

8/23/2023

"Experience has been very positive"

5/5

What do you like best about Serviceaide ChangeGear?

The flexibility of the product. The business can have a request and we can have it designed and in production in less than 24 hours with no coding and no special training. Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

Depending on how the product is set up and used it can become expensive as more and more users use it. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Shannon, thank you for your review of ChangeGear. I know you've seen measurable results and it's great to hear that the Serviceaide/Sunview team is responsive to your team's requests. We value your business.

Mike P.

Mid-Market (51-1000 emp.)

6/22/2023

"Serviceaide - ChangeGear"

5/5

What do you like best about Serviceaide ChangeGear?

Changegear is a full-feature service desk. I like the ability to make customizations and the flexibility to make the product work for our environment. The Support services are excellent and swift to respond. Changegear made it easy for us to migrate from Zendesk to Changegear.

Thanks

Mike Review collected by and hosted on G2.com.

What do you dislike about Serviceaide ChangeGear?

The only downside is administering the hosted solution via a desktop client. I know this is on a roadmap to migrate all of the admin functions to the web, but this can be tedious to move back and forth when making admin edits. Review collected by and hosted on G2.com.

Response from Nancy Bhagat of Serviceaide ChangeGear

Mike, thank you for taking the time to write a review. We appreciate your feedback. Regarding the web migration for admin functions, this is definitely in progress.