ChangeGear

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.

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.

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.