4 Ratings
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Score 8 out of 100
1 Rating
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Score 9 out of 100

Feature Set Ratings

  • Serviceware Processes (helpLine) 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%
8.9

Serviceware Processes (helpLine)

89%
Serviceware Processes (helpLine) ranks higher in 7/7 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
10.0
100%
1 Rating

Expert directory

5.0
50%
1 Rating
9.0
90%
1 Rating

Service restoration

6.0
60%
1 Rating
6.0
60%
1 Rating

Self-service tools

5.0
50%
2 Ratings
9.0
90%
1 Rating

Subscription-based notifications

6.9
69%
2 Ratings
9.0
90%
1 Rating

ITSM collaboration and documentation

7.4
74%
2 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

7.9
79%
2 Ratings
9.0
90%
1 Rating

ITSM asset management

7.5

ChangeGear Service Desk

75%
8.3

Serviceware Processes (helpLine)

83%
Serviceware Processes (helpLine) ranks higher in 2/3 features

Configuration mangement

7.4
74%
2 Ratings
9.0
90%
1 Rating

Asset management dashboard

7.0
70%
1 Rating
9.0
90%
1 Rating

Policy and contract enforcement

8.0
80%
1 Rating
7.0
70%
1 Rating

Change management

7.3

ChangeGear Service Desk

73%
10.0

Serviceware Processes (helpLine)

100%
Serviceware Processes (helpLine) ranks higher in 2/3 features

Change requests repository

8.5
85%
2 Ratings
10.0
100%
1 Rating

Change calendar

6.9
69%
2 Ratings
N/A
0 Ratings

Service-level management

6.5
65%
2 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • ChangeGear Service Desk and Serviceware Processes (helpLine) are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
9.0

Serviceware Processes (helpLine)

90%
1 Rating

Usability

8.0

ChangeGear Service Desk

80%
1 Rating

Serviceware Processes (helpLine)

N/A
0 Ratings

Support Rating

ChangeGear Service Desk

N/A
0 Ratings
9.0

Serviceware Processes (helpLine)

90%
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

Serviceware Processes (helpLine)

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Anonymous | TrustRadius Reviewer

Pros

ChangeGear Service Desk

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

Serviceware Processes (helpLine)

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
Anonymous | 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

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Anonymous | 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

Serviceware Processes (helpLine)

General

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

Starting Price

Serviceware Processes (helpLine) 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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 2 answers
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

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

Serviceware Processes (helpLine)

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Anonymous | TrustRadius Reviewer

Screenshots

Serviceware Processes (helpLine)

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