--- title: Serviceaide ChangeGear Reviews meta\_title: 'Serviceaide ChangeGear Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 105 reviews by the users' company size, role or industry to find out how Serviceaide ChangeGear works for a business like yours. aggregate\_rating: rating\_value: 3.9 review\_count: 105 scale: '5' date\_modified: '2026-08-07' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Serviceaide ChangeGear Reviews & Product Details Visit Website 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. * * * Product Website Serviceaide ChangeGear Seller [Serviceaide](https://www.g2.com/sellers/serviceaide) Discussions [Serviceaide ChangeGear Community](https://www.g2.com/products/serviceaide-changegear/discuss) Languages Supported English, French, Spanish Solution Type All-in-One Overview by Nancy Bhagat Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 21 months [ View More Pricing Information ](https://www.g2.com/products/serviceaide-changegear/pricing) ## Top-Rated Alternatives [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,349) ](https://www.g2.com/products/freshservice/reviews) [ ![SolarWinds Service Desk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SolarWinds Service Desk") SolarWinds Service Desk 4.3/5(786) ](https://www.g2.com/products/solarwinds-service-desk/reviews) [ View All Alternatives ](https://www.g2.com/products/serviceaide-changegear/competitors/alternatives) ## User Insights Average based on 105 real user reviews. Implementation Time 4 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) HG himanshu g. Software Developer Mid-Market (51-1000 emp.) 7/21/2021 "Powerful and effective tool to manage IT tickets & configure modules" 5/5 What do you like best about Serviceaide ChangeGear? It is a powerful and effective tool that helps us to manage IT tickets, configure modules with great reporting. It is easy to deploy and easy to configure with providing great customer service and support. SunView ChangeGear is an intuitive & robust ITSM application system that perfectly meets the needs of our company. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? There is nothing I have found which forces me to dislike it. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? SunView tool helps us to quickly customize the process or manage tickets. It also provides great customer support which is very responsive to assist with any issues and resolves them very quickly. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Muhammad A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Muhammad A.") MA Muhammad A. Sr. Systems Analyst - CRM Enterprise (\> 1000 emp.) 10/18/2016 "A comprehensive ITSM tool" 3.5/5 What do you like best about Serviceaide ChangeGear? Ease of configuration and flexibility of the product. New features that are added recently such as Task Spawning, Multiple Workflows, Intelli Search, New Service Portal etc. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? 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. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? 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 collected by and hosted on G2.com. Show More 6/9/2021 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Logistics and Supply Chain](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Logistics and Supply Chain") UL Verified User in Logistics and Supply Chain Enterprise (\> 1000 emp.) 6/1/2021 "Excited for a nice change of pace" 4/5 What do you like best about Serviceaide ChangeGear? So far, I like the dashboards and overall UI presentation of information the best. The search functionality seems to be much improved over our previous solution and the configurability should prove to be very valuable. We are just getting started with Change Gear, and I'm excited based on what I have seen so far. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? At this point, I can't say that I dislike anything as of yet. It's still new for us. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: At this point, I would recommend when you search for a change tool such as this, always look for how configurable the system is, how easy is it to search or report from, and how much effort is it to keep the CMDB updated? Those are impactful, and though they seem intuitive, not all tools can easily accomplish these tasks. So far, based on the demoes I saw of various tools, Change Gear seems to be able to handle each of those areas fairly well. And the dashboard appears it will provide a great overview of tickets in play, which is very nice compared to my last tool. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We had a difficult time with our previous solution with regards to providing appropriate access due to license limitations, the search functionality was terrible, and it was difficult to see a comprehensive view of what all changes impacted my area, much less a bigger view of all changes in play at any given time. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller PS purnendra s. Software Developer Mid-Market (51-1000 emp.) 7/19/2021 "Great software with great customization to manage daily reports" 4/5 What do you like best about Serviceaide ChangeGear? Sunview ChangeGear is a great software for our organization that is being used by the IT department. It is a cost-effective and better than other ITSM software in the market. It is easy to use and easy to customize as per our business requirements. Sunview helps to manage daily reports and providing an intuitive dashboard. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? There is nothing I have found to dislike it. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? It helps to manage SLA's and providing great customer support. It is easy to use and a cost-effective software. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Legal Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Legal Services") AL Verified User in Legal Services Mid-Market (51-1000 emp.) 5/10/2021 "ChangeGear review" 2.5/5 What do you like best about Serviceaide ChangeGear? Easy of use for the analyst in inputting data when configured, it does what it needs to do for a basic ITMS tool set. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Complexity of configuration and require professional services for majority of configuration Reporting is still not great, we are using tableau to plugin to SQL to pull out information o I use Excel to manipulate date. Also as a basic should have an analyst view dashboard out of the box for how many each analyst is creating, working on and resolving, with SLA information. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Incident management and problem management mainly. Review collected by and hosted on G2.com. Show More Response from Paul Higdon of Serviceaide ChangeGear [Editedit](https://www.g2.com/survey_responses/serviceaide-changegear-review-4730265/official_response/edit) We appreciate your feedback. I would like to discuss the challenges you face regarding your configuration comment. We do have a Professional Service team to assist customers, but we also provide unlimited access to our Support Team that is free of charge. We can discuss your specific needs and perhaps I can help get you in touch with someone to help. With regards to the dashboard request, I would like to get more details. Please contact me at phigdon@sunviewsoftware.com. We are constantly taking customer feedback and integrating that with our product releases and updates. Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Utilities](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Utilities") AU Verified User in Utilities Mid-Market (51-1000 emp.) 5/10/2021 "Really good for the most part." 4/5 What do you like best about Serviceaide ChangeGear? The technical support after setup and the ease of use of the software. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Initial setup of importing users was a pain but once we got passed that it was fine. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: Initial setup with importing users was a pain as we were very familiar with the process but once we got passed that everything was/is good. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Recording tickets that come in and being able to sort out what is priority. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Legal Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Legal Services") AL Verified User in Legal Services Small-Business (50 or fewer emp.) 6/1/2021 "Although we're still in the beginning stages of implementing ChangeGear I see a great potential" 3/5 What do you like best about Serviceaide ChangeGear? Better reporting tools and being able to manage SLA's Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? On-prem implementation is a pretty long process. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Most definitely will be the reporting tools and the SLA Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Higher Education](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Higher Education") AH Verified User in Higher Education Mid-Market (51-1000 emp.) 5/7/2021 "Meh" 1/5 What do you like best about Serviceaide ChangeGear? Simple to set up and run. Can use right out of the box. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? Not very customizable. Too difficult to set work flow. Reporting is TERRIBLE. wry difficult to track the flow of a ticket. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? We use as a simple call center ticketing system. Allows basic functionality for end users and tracking within our IT team. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Javier O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Javier O.") JO Javier O. Senior Software Engineer Enterprise (\> 1000 emp.) 6/15/2020 "Control over the service counter." 4.5/5 What do you like best about Serviceaide ChangeGear? ChangeGear contains all the modules to support an ITIL-based service management implementation. The application is really stable and mature with numerous ways to customize the user experience, as well as the way your team processes requests and incidents. Users can submit requests through an Internet portal, mobile devices, and email. Sunview support engineers respond quickly to questions when help is needed. A graphical interface greatly facilitates the configuration of custom workflows with notifications to both users and the internal team. Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? The documentation is not as complete as the various customization methods. The software interface actually has some limitations regarding the speed at which some customizations can be implemented. Fortunately, most customizations are built-in. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: In case you are trying to find an outstanding solution for customer service that improves the efficiency of yours, choose ChangeGear. Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? Our company implemented ChangeGear to gain control of the customer service center and the change management process. We have been able to quantify our workload. We have been able to document our change process for auditors. We have been able to show clients the work we have done on their behalf. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![Tylene C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tylene C.") TC Tylene C. Supervisor of Technical Support Enterprise (\> 1000 emp.) 7/11/2018 "Experience improved with Changegear 7" 4/5 What do you like best about Serviceaide ChangeGear? 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. ;-) Review collected by and hosted on G2.com. What do you dislike about Serviceaide ChangeGear? 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. Review collected by and hosted on G2.com. Recommendations to others considering Serviceaide ChangeGear: 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. ;-) Review collected by and hosted on G2.com. What problems is Serviceaide ChangeGear solving and how is that benefiting you? 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. Review collected by and hosted on G2.com. Show More 3/5/2020 Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ## Questions about Serviceaide ChangeGear? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Serviceaide ChangeGear ](https://www.g2.com/products/serviceaide-changegear/discussions/new) GU Guest User What are the benefits and challenges of using Serviceaide ChangeGear for change management? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management) GU Guest User What is Serviceaide ChangeGear used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for) [ View all Discussions ](https://www.g2.com/products/serviceaide-changegear/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 21 months ### Average Discount 17% [ View More Pricing Information ](https://www.g2.com/products/serviceaide-changegear/pricing) Serviceaide ChangeGear Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-serviceaide-changegear) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,349) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-serviceaide-changegear) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_016f9502a5c1407463f90a3d5b7704ac/solarwinds-service-desk.png "Product Avatar Image") SolarWinds Service Desk 4.3/5(786) [ Compare Now ](https://www.g2.com/compare/serviceaide-changegear-vs-solarwinds-service-desk) ##### ##### Serviceaide ChangeGear Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Self Service Active Directory Multi-Channel Access Administration Change Management Asset Management Reports & Analytics [ View More Features ](https://www.g2.com/products/serviceaide-changegear/features) ##### Categories on G2 [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[Service Desk](https://www.g2.com/categories/service-desk) ##### Explore More [data observability software](https://www.g2.com/discussions/looking-for-the-best-data-observability-software-in-2025)[What HR service delivery platforms meet SOC 2 and GDPR requirements for a company that handles sensitive employee data and operates across multiple countries?](https://www.g2.com/discussions/what-hr-service-delivery-platforms-meet-soc-2-and-gdpr-requirements-for-a-company-that-handles-sensitive-employee-data-and-operates-across-multiple-countries)[Which identity resolution platforms integrate with legacy EHR systems like Epic and Cerner without requiring a full data migration project to get started?](https://www.g2.com/discussions/which-identity-resolution-platforms-integrate-with-legacy-ehr-systems-like-epic-and-cerner-without-requiring-a-full-data-migration-project-to-get-started) [Top tools for analyzing customer and employee feedback data](https://www.g2.com/discussions/what-are-the-top-tools-for-analyzing-customer-and-employee-feedback-data)[What is the best solution for remote hiring interviews?](https://www.g2.com/discussions/what-is-the-best-solution-for-remote-hiring-interviews)[Pros and Cons Details](https://www.g2.com/products/serviceaide-changegear/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)