ChangeGear Service Desk vs. JitBit Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
JitBit Help Desk
Score 9.1 out of 10
Small Businesses (1-50 employees)
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.N/A
Pricing
ChangeGear Service DeskJitBit Help Desk
Editions & Modules
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
No answers on this topic
Offerings
Pricing Offerings
ChangeGear Service DeskJitBit Help Desk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskJitBit Help Desk
Top Pros
Top Cons
Features
ChangeGear Service DeskJitBit Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
24% below category average
JitBit Help Desk
10.0
3 Ratings
21% above category average
Organize and prioritize service tickets6.42 Ratings10.03 Ratings
Expert directory5.01 Ratings00 Ratings
Service restoration6.01 Ratings00 Ratings
Self-service tools5.02 Ratings00 Ratings
Subscription-based notifications6.92 Ratings10.02 Ratings
ITSM collaboration and documentation7.42 Ratings10.01 Ratings
ITSM reports and dashboards7.92 Ratings00 Ratings
Ticket creation and submission00 Ratings10.03 Ratings
Ticket response00 Ratings10.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
JitBit Help Desk
-
Ratings
Configuration mangement7.42 Ratings00 Ratings
Asset management dashboard7.01 Ratings00 Ratings
Policy and contract enforcement8.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
14% below category average
JitBit Help Desk
-
Ratings
Change requests repository8.52 Ratings00 Ratings
Change calendar6.92 Ratings00 Ratings
Service-level management6.52 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ChangeGear Service Desk
-
Ratings
JitBit Help Desk
8.0
3 Ratings
0% below category average
External knowledge base00 Ratings8.01 Ratings
Internal knowledge base00 Ratings8.03 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ChangeGear Service Desk
-
Ratings
JitBit Help Desk
9.5
2 Ratings
17% above category average
Customer portal00 Ratings9.72 Ratings
Email support00 Ratings9.92 Ratings
Help Desk CRM integration00 Ratings9.01 Ratings
Best Alternatives
ChangeGear Service DeskJitBit Help Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChangeGear Service DeskJitBit Help Desk
Likelihood to Recommend
9.0
(2 ratings)
10.0
(3 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
ChangeGear Service DeskJitBit Help Desk
Likelihood to Recommend
Serviceaide
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?
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JitBit Software
If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
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Pros
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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JitBit Software
  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
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Cons
Serviceaide
  • 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.
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JitBit Software
  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
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Usability
Serviceaide
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.
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JitBit Software
No answers on this topic
Alternatives Considered
Serviceaide
Simpler and easier to implement.
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JitBit Software
We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
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Return on Investment
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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JitBit Software
  • Allowed us to blow up the amount of employees we had in our company.
  • Created accountability between teams, which reduced bickering and finger pointing.
  • Brought light to blind spots in work flow.
  • Every, EVERY, hand off is fast, clear and understood between employees... It's great.
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ScreenShots

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted