Giva

RATING:

4.9

(48)

About Giva

Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is intuitive and easy-to-use and can be deploy in just days and only 1 hour of training is required. Giva features robust, fast & painless reporting for higher quality decision making. With Giva’s Reporting and Dashboards you can quickly measure team productivity, responsiveness and user satisfaction creating a positive feedback loop. Giva is highly customizable without any programming and it’s very intuitive and simple to configure with default settings to get you started. Automated workflows eliminate many manual tasks such as convertin...

Giva Pricing

Team: $29/month Business: $39/month Professional: $69/month

Starting price: 

$49.00 per month

Free trial: 

Available

Free version: 

Not Available

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Giva Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Giva

1 - 5 of 48 Reviews

Jerold

Hospital & Health Care, 1,001-5,000 employees

Used daily for more than 2 years

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2022

Giva Replaced BMC Track-It! / Giva is Better than BMC FootPrints, FreshDesk, ZenDesk

We use Giva macros to quickly open tickets and we're also using scheduled tasks to automatically open up tickets in the future. I've got fewer people now than I've had in the last two years, and ticket volume is not decreasing. However, we can open and close tickets much faster because Giva has a much better ITIL service desk ticketing tool than BMC Track-It!. We're using the knowledge base and having excellent results. We're looking forward to using the change management module. Giva has a slick SLA configuration feature that helps us better manage SLA performance. When a ticket is reassigned the SLA clock can be fully reset to the beginning. This helped us increase SLA compliance by over 30%. The Giva Technical Support organization has been very helpful. Generally, every time I've had an issue, it's been resolved quickly.

PROS

My team supports 1800 County employees and contract providers. Using Giva, we lowered our five-year total cost of ownership (TCO) by over 50% versus an on premise solution. We have three independent service desks configured in Giva to maximize our productivity and focus. Our agents have increased their productivity by approximately 30% over the last 18 months using Giva. Giva is easy to configure; it very straight forward. When I'm bringing new technicians onto my team the training time is minimal and the video tutorials are great. The customer satisfaction survey keeps my IT team aligned with our end users. If I see a trend going in one direction or another I can immediately step-in and remedy the situation before it's too late. If a survey rating is below a threshold, then I automatically receive an email warning. This has helped us increase customer satisfaction by 40%. The Giva ticket is well organized. You can quickly see the most recent tickets and if the end user is having the same problem or may have called before. The reports help us understand if there are training issues with end users so we can flag this. I like the mandatory fields for opening and closing tickets. In our old system, a lot of tickets were incomplete. Anytime I want to add new field, I can do it in 30 seconds in the Giva administration. Ticket searches are 100% faster than our old product.

CONS

No features missing. Giva has a ton of bells and whistles. About 1 new release per month.

Reason for choosing Giva

I don't have to spend a lot of time generating reports, because everything's pretty much already built and ready to run. I think I've only ever really spent an hour to build something new. Giva covers 98% of our reporting needs out-of-box. I've reduced the amount of time spent on reporting by about 70% to 80% as compared to using BMC Track-It! Giva reporting helps me with annual reviews for my team. The easy to obtain objective metrics have helped me put incentives in place.

Reasons for switching to Giva

I've been with my current department for six years and with the County for 22 years. When I arrived, they were using BMC Track-It! I didn't think it was the right product, so I began searching for options. I looked at FreshDesk, ZenDesk, BMC FootPrints and some others. I selected Giva and around the same time another County department decided to use BMC Footprints and now they have buyer’s remorse. A person from that department who oversaw the FootPrints deployment came over to my organization. She is well trained in ITIL processes and took to Giva instantly and said that it was so much easier to learn and use. We’ve had such a great experience at the County with Giva, so we recommended it to other departments. BMC Track-It! help desk app was so complicated I could not delegate the ticket dispatching responsibility but using Giva I have delegated this responsibility to one of my senior techs. This helped increase my personal productivity by about 40%.

Jay

Law Practice, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2022

Replaced BMC Track-It! & Increased Customer Satisfaction 50% with Giva

The help desk team has been able to identify where additional end user training is required and they’re able to work through help desk tickets much more quickly. Previously, they were using BMC Track-It! and Giva is an enormous improvement in so many ways. With Giva, it is easier to create and track tickets, focus on VIPs, and automate workflows. They love Giva! It's very simple and easy to use. I don't think I can say that enough. In my department, using Giva, we have increased customer satisfaction by 50% because nothing is getting missed. We can respond faster and none of the requests ever fall through the cracks. My productivity has increased about 30%, because of the dashboard where I can see everything in one place and delegate tasks quickly. Giva helps us prioritize requests, and we can easily manage tasks that have to be done immediately and others that are long term projects. Giva tech support has been exceptional. The turnaround times are very fast. The SLA says 2 or 3 days, but they often answer my question within hours, so I am very happy about that.

PROS

Overall, I rate Giva an eight or nine on a scale of 1 to 10. They are an exceptional company! I work at a large law firm and manage the library/knowledge management department. We receive a steady flow of requests to do research. We’ve been using Giva for two years in three other departments as well: Information Technology, Facilities, and eDiscovery. Our IT Director did the research and selected Giva. The IT help desk team was busy, so I did the initial set-up for the 3 different service desks. It was very easy to get up and running. I've been through other software deployments, and they have been very painful. I love Giva’s step-by-step administration. We could start with the basic features and then do customizations as needed. The interface is very friendly and simple to use. I've never experienced an easier application to deploy. Giva people were also there anytime we needed assistance. We did LDAP and SSO integrations and they went smoothly.

CONS

There are not any aspects of Giva that we don't like right now. They keep on releasing new features almost every month.

Reason for choosing Giva

The Giva reports are excellent as I can quickly generate granular metrics for my manager so quick action can be taken, if necessary. The IT helpdesk team has done a lot of custom reporting that’s amazing and I’ve leveraged off their work. Giva’s been very helpful, and we now have 70% better visibility to what's going on in the organization. I love the dashboard as it allows me to see all tickets open, closed, whatever with red, yellow, and green indicating age and priority. Giva’ best selling point is their easy-to-use interface.

Reasons for switching to Giva

Before Giva, the Facilities department just received a lot of emails without any way to prioritize. Now we know exactly what’s going on and can address the most urgent matters first. We were able to identify some HVAC issues since Giva helped spot specific reoccurring requests, so it enabled us to be proactive. The Facilities as well as the eDiscovery teams have been able to increase customer satisfaction about 20%.

Anonymous

1,001-5,000 employees

Used monthly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed April 2019

IT/Ecomm Management

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

PROS

I can submit a ticket and it's severity level with a description so IT can funnel it to get fixed to the proper channels. It keeps communication between the entire team rather than one person working on the issue, and it eliminates duplicative work and patterns.

CONS

I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.

Federico

Real Estate, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2022

Giva Took Top Prize Over ZenDesk, Zoho Desk, FreshDesk and Sysaid. Easy to Use & Excellent Reports.

Because it is so intuitive, the self-help portal is used about 80% of the time to open issues and emails are sent approximately 20%. By integrating with Giva’s Single Sign On (SSO) function, our end users do not need username and password to login, so it's easy for them to quickly access. We have increased our customer satisfaction rating to 4.5 out of 5 from 2.0 out of 5 so that is over a 100% increase in customer satisfaction which is an amazing accomplishment. We used to have so many end user complaints, but now with Giva we are delivering exceptional customer satisfaction. The senior executive committee has seen the turn around and they're very pleased. The reporting analytics allows us to easily measure our respond and resolve times (i.e. SLA performance) as well as so many other key metrics. I only spend 1 hour or less each month to do all my report analytics for management, but with other products it use to take me about 4 hours. Now, I also have higher quality information. This is a tremendous savings and really helps increase my productivity.

PROS

I am the head of IT & ISEC at a company that develops, constructs, owns, and manages a portfolio of industrial, office and retail real estate property throughout the country of Mexico. Our portfolio consists of 236 industrial and 17 retail properties located in 20 cities in Mexico with approximately 3.2 million square meters of leasable area. We are a publicly traded company. Using Giva IT ticketing system, we have achieved outstanding business results. We now resolve our IT help tickets 60% to 70% faster because it’s easy to use and provides tools to help speed resolution. We now meet our service level agreements (SLAs) 95% of the time, but before Giva only 70% of the time. The Dashboards provide a real broad scope of what is happening with each ticket. We can quickly speak with department directors to get the proper people involved. My team’s productivity has also increased by approximately 50%. Giva helped us eliminate a lot of manual processes and gave us excellent tools and features to automate. We have been populating the knowledge base as we go to leverage solutions. The custom forms associated with each category helps us capture additional specific information for each request.

CONS

My team does not have any feedback or complaints.

Reason for choosing Giva

When looking to replace Zendesk, I evaluated Zoho Desk, FreshDesk, SysAid Help Desk, and Jira Service Management. We selected Giva because it was so easy to configure and launch by following the simple steps in the administration. The detailed and step-by-step video tutorials were especially helpful. We quickly imported our assets, and it only took us 40 minutes to do the LDAP and SSO integrations. It was like “boom” and it was done. Giva support is excellent, and they always help us with any questions. We often hear back in less than 30 minutes. They always quickly provide answers even on low priority questions/issues.

Reasons for switching to Giva

Before Giva we were using Zendesk. It was very difficult to configure and customize. It never really worked correctly. Also, it took two many clicks to open a ticket whereas with Giva tickets can be opened up in just three clicks. It was very painful to use ZenDesk and our employees never fully embraced it like they have with Giva’s support ticketing system. Using Giva, I’ve reduced our total cost of ownership of our IT ticketing system by over 50% vs. ZenDesk. Giva is less expensive, we get extra security with HIPAA compliance, and it requires fewer labor hours to maintain, and less time to create my monthly reporting analytics. All of our hardware and software is tracked in the asset management app which is highly integrated with the IT ticketing system. We can report on our assets and vendors thereby providing better end user support and it helps with our future purchase decisions with data driven decision making. Giva has been a great success for IT, so we are launching a new service desk for our marketing department. It’s going to help prepare properties for renting, selling, events for customers, and maintenance tasks such as painting. We also plan to launch additional service desks for human resources and risk management departments.

Joseph

Hospital & Health Care, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2022

My Second Time Buying Giva-HIPAA Compliance at a Great Price-Amazing Reporting & Tech Support

In the past I've also used Zendesk and Monday’s ticketing systems. What's nice about Giva is that they also offer change management control incorporated into the ticket system. Zendesk is hard to use out-of-box. Giva has a lot of the same capability, but it's much easier to deploy and fine tune the customization along the way. Giva is a ready platform right from the start. Although I did customizations in Giva, I could have just added users and started. I'm pretty IT savvy, but I'm not a developer or network engineer. I just watched the videos and did all my customizations using them as guides which worked brilliantly. We have three departments with their own configured service desks in Giva: IT, Supply Chain and Transportation. Each service desk is uniquely configured for the requirements of that department. There are also additional departments exploring using their own Giva service desk.

PROS

I previously used Giva when I worked at Piedmont Athens Regional Healthcare System in Georgia, and I was very impressed with its ease of use. My new company supports 550 employees in an organization that provides health care to senior citizens. I’m the Administrator for the organizations electronic medical record (EMR). My job was to select and deploy a new service desk for several departments. Of course, I thought to included Giva in my search for a new ticketing system and it’s at a great price point for a HIPAA compliance. On a scale of 1 to 10, it's a 10! I would absolutely recommend Giva to others. I trust the company and they really take care of their customers. There are so many things I like about Giva. It’s so easy to create tickets for our staff. We have three different non-technical teams creating tickets in Giva. It's extremely easy to get up and running. The initial build out was very straightforward. They have a robust training platform for IT people and staff.

CONS

No complaints from anybody using Giva. That says a lot!

Reason for choosing Giva

Giva has an amazing help desk to support customers like me. When I click on Help and open a ticket, I get an answer very quickly. Giva has an amazing technical support team for sure. Literally, I log in, it's foolproof. It's made for “Dummies”. Anybody can create a ticket. It was easy to train our end user employees. For the first training sessions, I scheduled an hour, but it only took me about 20 minutes. The reporting is super friendly, and I like the ability to save my reports as templates and choose the columns that I want to export. Giva is an excellent HIPAA compliant help desk ticketing system and we are very happy with the results that we have achieved. We give it a 10!