What users are saying about
4 Ratings
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Score 8 out of 100
1 Rating
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Score 5 out of 100

Feature Set Ratings

  • ChangeGear Service Desk ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

6.4

ChangeGear Service Desk

64%
3.1

InvGate Service Desk

31%
ChangeGear Service Desk ranks higher in 6/7 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
5.0
50%
1 Rating

Expert directory

5.0
50%
1 Rating
1.0
10%
1 Rating

Service restoration

6.0
60%
1 Rating
1.0
10%
1 Rating

Self-service tools

5.0
50%
2 Ratings
2.0
20%
1 Rating

Subscription-based notifications

6.9
69%
2 Ratings
7.0
70%
1 Rating

ITSM collaboration and documentation

7.4
74%
2 Ratings
5.0
50%
1 Rating

ITSM reports and dashboards

7.9
79%
2 Ratings
1.0
10%
1 Rating

ITSM asset management

7.5

ChangeGear Service Desk

75%
1.0

InvGate Service Desk

10%
ChangeGear Service Desk ranks higher in 3/3 features

Configuration mangement

7.4
74%
2 Ratings
1.0
10%
1 Rating

Asset management dashboard

7.0
70%
1 Rating
1.0
10%
1 Rating

Policy and contract enforcement

8.0
80%
1 Rating
N/A
0 Ratings

Change management

7.3

ChangeGear Service Desk

73%
1.0

InvGate Service Desk

10%
ChangeGear Service Desk ranks higher in 3/3 features

Change requests repository

8.5
85%
2 Ratings
1.0
10%
1 Rating

Change calendar

6.9
69%
2 Ratings
N/A
0 Ratings

Service-level management

6.5
65%
2 Ratings
1.0
10%
1 Rating

Attribute Ratings

  • ChangeGear Service Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
5.0

InvGate Service Desk

50%
1 Rating

Usability

8.0

ChangeGear Service Desk

80%
1 Rating

InvGate Service Desk

N/A
0 Ratings

Support Rating

ChangeGear Service Desk

N/A
0 Ratings
1.0

InvGate Service Desk

10%
2 Ratings

Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
Anonymous | TrustRadius Reviewer

InvGate Service Desk

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
Kevin Smith | TrustRadius Reviewer

Pros

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | TrustRadius Reviewer

InvGate Service Desk

  • Set-up of system.
  • GUI is user-friendly.
Kevin Smith | TrustRadius Reviewer

Cons

ChangeGear Service Desk

  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
Anonymous | TrustRadius Reviewer

InvGate Service Desk

  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
Kevin Smith | TrustRadius Reviewer

Pricing Details

ChangeGear Service Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
  2. none
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
  1. none
Additional Pricing Details

InvGate Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

InvGate Service Desk Editions & Modules

Additional Pricing Details

Usability

ChangeGear Service Desk

ChangeGear Service Desk 8.0
Based on 1 answer
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
Anonymous | TrustRadius Reviewer

InvGate Service Desk

No score
No answers yet
No answers on this topic

Support Rating

ChangeGear Service Desk

No score
No answers yet
No answers on this topic

InvGate Service Desk

InvGate Service Desk 1.0
Based on 2 answers
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
Kevin Smith | TrustRadius Reviewer

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

InvGate Service Desk

At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
Kevin Smith | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
Anonymous | TrustRadius Reviewer

InvGate Service Desk

  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
Kevin Smith | TrustRadius Reviewer

Screenshots

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