Giva Software


 

Giva is a cloud-based IT help desk management solution that offers customer service tools, asset management, knowledge management and change management functionalities within a suite. The solution caters to industry verticals such as healthcare, law and education.

Giva’s dashboard helps users respond to customer issues by processing service request emails and converting them into tickets. It also provides service level agreements management with automatic escalations to facilitate the resolution of customer service requests.

Giva offers a self-help portal that enables customers to search and browse through a knowledge base to resolve their issues. The solution also provides report building templates that enable users to design charts and graphs using custom metrics and share them as needed. Giva’s eAssetManager and eSoftwareManager modules users to track hardware software history, ownership and license status. 

Pricing is per agent. Support is offered through an online help desk. 

 

Giva - Home page
 
  • Giva - Home page
    Home page
  • Giva - Root cause trends
    Root cause trends
  • Giva - Open and close times
    Open and close times
  • Giva - Customer statistics
    Customer statistics
  • Giva - Document information
    Document information
  • Giva - Public and private data
    Public and private data
Supported Operating System(s):
Web browser (OS agnostic)

21 Reviews of Giva

Showing 1-20 of 21

 

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Robin from Schulte Roth & Zabel LLP
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

Top 100 law firm using Giva for 17 years with excellent results

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
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Support

Giva is easy to learn and use, very visual, and the dashboard is amazing. It allows us to ensure that issues are tracked from first contact through resolution and gives us access to the information we need to resolve them. New agents are productive using Giva is just a few days. We use the Knowledgebase a great deal. It is easy to use and allows us keep a very high first call resolution.

Pros

We're a busy Help Desk, and Giva gives us a fantastic tool for tracking issues, as well as escalating/communicating among the various groups in the IT Department. The Customer Satisfaction Surveys allow us to get almost instant feedback. We get excellent ratings from our attorneys and staff, partly because we follow up immediately when there is a problem. I am the Reports guy, and I can drill down and get the information I need very quickly. The Knowledge Base is a repository where we can store information that can be retrieved easily. I've been using Giva for over 17 years at this law firm; so I've seen Giva evolve. They continuously upgrade it with releases chock full of useful features without over-engineering it. When we ask for product enhancements, we actually see them. They really listen to their customers, and I feel like we get a lot of personal attention. When we have an issue, their technical support jumps right on it and gets it resolved quickly.

Cons

I don't like change, and when new releases come out (about once per month), I weep a bit while I adjust. However, the releases are all backward-compatible have never caused us a problem. Our customizations remain intact; so all the tools I need are still there. When there was a change in the ticket screen that was not optimal, they fixed it in just a few weeks.

Review Source: Capterra
 

Olivier from Century 21 Department Stores
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Superb Service Desk for a very large retailer. Excellent dashboard and Reports

Ease-of-use

Functionality

Product Quality

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Value for Money

Ease-of-use
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Quality
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Support

We have a lot of product requires since we run a large retail operation. Reports are exceptional; helps me save many days of work each month and increased team productivity 50%. Senior management loves the high granularity of metrics. Low TCO and high ROI on our labor and money invested in Giva. Great Tsunami Ticket to help consolidate issues in a major outage. Giva is a tremendous value for the price.

Pros

Awesome homepage dashboard with lots of functions that help us focus and on top. Very nice interface, not cluttered and easy on my eyes. Quick to learn and very little resources to maintain in the cloud. We use multiple service desks: IT, Financial, etc. It is a great value as we have multiple instances of Giva running with no additional. They're always asking us for feedback and they implement changes often. We are fans!

Cons

Giva is not infinitely customizable like Remedy or ServiceNow, but the lower cost of Giva is worth the tradeoff. Wish they had an AI robot that I could send to work while I sleep in. I'm sure it's coming soon :)

Review Source: Capterra
 

Rachael from STRATEGIC IMAGING CONSULTANTS
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

HIPAA compliance for 40 sites at a great value. Better & less expensive than ZenDesk.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Value
Support

All of our support is initially done via routing emails into Giva to create requests. We are now much more responsive and have higher customer satisfaction by about 40%. We might implement the Giva self-service web form so customers can go to our web site and open requests. Giva has very frequent cloud releases so we keep getting new functions; wonderful value for our money.

Pros

We are very happy with Giva. I have people on my team that never used a customer service system and they learned Giva very quickly. So much customization is possible. The dashboard is great for a numbers/metrics person like me. It's easy to drag/drop widgets and arrange my own home page. Overall , a much better product than ZenDesk and others we looked at. The tech support from Giva is excellent.

Cons

I never saw some very useful things under the Advanced area of the Administration section until tech support told me.

Review Source: Capterra
 

Cory from MedCentris
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Fully featured and intuitive

Ease-of-use

Functionality

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Value for Money

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Support

Up and running quickly, easy to use, HIPAA compliance, excellent reporting capability and cool dashboard.

Pros

We have reduced the amount of time that it takes to open a case by about 50% using Giva. We looked at a lot of different customer service apps. Giva is the best HIPAA option out there. Support team is very responsive.

Cons

Has all we need right now. They do very frequent releases so we will always get new features in the future.

Review Source: Capterra
 


June 2018

June 2018

Affordable and easy to use HIPAA compliant help desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Pros

We needed to change to a HIPAA compliant helpdesk because our users needed to send PHI, at times. We selected, Giva which provides robust functionality and most importantly is HIPAA compliant.

We love Giva. It was easy to get up and running at and the technical support was excellent. We found Giva to be easy to work with and administer. The Reports and Dashboards are excellent. We got HIPAA compliance for a great price with great functionality. Giva is a 5 top rating.

Cons

Giva lacks the functionality to reply to a ticket directly through Outlook.Users are required to communicate via the portal

Review Source: Capterra
 

David from Neurotech, LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Excellent value at an excellent price!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
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Support

tons, Reporting, SLA's, KPI reports and great metrics, helped users see where their tickets stand. Just love it!

Pros

I like the fact that cust support is always available to assist if you have any questions (during setup). I love the ease of use and there is really very little training needed. The customer support is top notch in that within setting up a Critical ticket they respond quickly. I feel this product surpasses many others that don't even come close. I plan on using GIVA for a LONG time

Cons

None really to mention at this point and time. Well maybe one item but not a major concern of mine. It's the fact they don't have a customer support line. A support request has to initially be done by submitting a support ticket in the Giva system. However, for complex issues, after I submitted a ticket, I did get phone calls back and we engaged in a screen share to resolve my questions. That was very helpful.

Review Source: Capterra
 

Tabitha from Brevard Physician Associates

November 2017

November 2017

Love GIVA - More than Just HelpDesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

+++HIPAA COMPLIANCE with AFFORDABLE PRICING
++Flexibility in customization
++Customer Service and support
++Openness to product development

Cons

-Knowledge base could be more user friendly/aesthetically pleasing (coming from Zendesk platform)
-Customer level controls for ticket status, and email notifications when a customer has a task to complete in order to proceed are a MUST addition

Review Source: Capterra
 

John from Liberty Mobility Now
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Stands out from the rest for features, price and superb customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

Before selecting Giva, I tested 15 different customer service/help desk SaaS options including Salesforce.com, Zendesk and Zoho. Giva stands head and shoulders above them all. The interface is very intuitive and easy to learn, it does not take long at all to train personnel on how to use it, and the features make it an amazing value for the price. It's also HIPAA Compliant, which is extremely important to my company. Every concern that I had, I was able to work through with some guidance from my account manager. The customer service has been exemplary.

Cons

None from my experience.

Review Source: Capterra
 

Joseph from Gordon and Rees, LLP
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

The best held desk software.. its a mobile friendly too

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

cost effective

Pros

It is Mobile friendly. Works on iPhone and android. It is Web based.
I can login anywhere from my browser and process the ticket.
Easy to use and fast.

Cons

scrolling to enter data. from field to field (this is only happens when you enter lots of data that you will really need to scroll down to go to another field. )

Review Source: Capterra
 

Deana from San Jacinto College District
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Excellent, modern ITSM.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

Giva is just a phone call or email away for support. They are very responsive and available and have even helped us expand the use of the product to other departments. Giva is also highly flexible and is continuous with improvements and new ideas. This is something that stands out and really is the best thing about the product. The company asks for feedback and discusses their ideas with me before they implement them. When is the last time a company did that for you? Very customer focused. Give them a try.

Pros

User interface is intuitive. I love the clean, minimalist appearance and organization of information. Since the product lives in the cloud, we can access at anytime, anywhere. Very reliable...we have had 100% up time of product for 2 years now.

Cons

Some in my company would like built in workflow options, however Giva does not offer that at this time.

Review Source: Capterra
 

Ruth from Radiology Partners

September 2017

September 2017

Highly customizable & overall easy to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

Ability to customize based off of business needs and user profiles. A lot of visibility in reporting to tickets and history. Forwarding rules & ticket generation rules are robust and highly adaptable to business.

Cons

The Ticket field requires a lot of scrolling down.

Review Source: Capterra
 

Vincent from Sante' Health System
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

Simple, straight forward, and efficient help desk software.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Reduced time supporting the "help desk software".

Pros

It is a good, stable, basic help desk software application that is not over-burdened with complex configuration and setup. The user interface is simple and straight forward, freeing up the user to focus on the help desk issues, not the help desk software.

The Giva support staff always provides intelligent and informative responses in a professional and timely manner.

Cons

Having come from using similar on-site software, I miss having direct access to the source tables to create more complex custom reports. But Giva does have a lot of customizable reports that will meet most needs.

Review Source: Capterra
 

Dany from Schulte Roth & Zabel LLP

August 2017

August 2017

I like GIVA because it is simple to use and intuitive

Ease-of-use

Functionality

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Value for Money

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Pros

It is simple! You log in and boom you are up and running. GIVA is direct and succinct. That's all for now...

Cons

I am not able to customize it to fit me. I use GIVA everyday, i want to be able to add my personal touch to it. wouldn't be great to have a daily inspirational quote into GIVA? or to set a goal tracker into GIVA...

Review Source: Capterra
 

Kristi from CMHOC

July 2017

July 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
Value
Support
Pros

The configuration allows tailoring to specific needs. It is easy to track open tickets. A wide variety of reports are available. The support team is knowledgeable and eager to help. It allows us to streamline communication between customers and staff.

Cons

We would like the ability to search for tickets by keywords in the dashboard, but can use reports to search by keywords.

Review Source: Capterra
 

Dylan from IT Landes

May 2017

May 2017

Very robust help desk software, highly recommended

Ease-of-use

Functionality

Product Quality

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Value for Money

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Pros

I had never heard of Giva prior to my opportunity to try out Giva for a 30-day period. I found it to be highly customizable and very robust. Giva also provides the most value by offering an asset management module included with the cost of their help desk software while other help desk providers charge you per asset.

Review Source: Capterra
 

Diane from MetroHealth

February 2017

February 2017

Giva has improved our Service Desk efficiency!

Ease-of-use

Functionality

Product Quality

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Value for Money

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We implemented Giva for Incident Management on 9/23/2015. Since that time, we have shaved 50 seconds off of our average Service Desk call time. Last year, management was exploring the possibility of outsourcing our team. The outsource organization could not provide the resources to match our call time. We support 6700 employees with 4 FTEs. We field an average of 300 calls per day, and our abandonment rate averages 7%. Thanks to Giva, we are a small but powerful team!

Review Source: Capterra
 

Daniel from Piedmont Athens Regional

January 2017

January 2017

An above average product to handle ticketing, assets, and knowledge bases

Ease-of-use

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Giva can handle the basics: ticketing, asset handling, knowledge bases, and change management. In my opinion, it excels when being extensible with a good API to integrate with current business processes and user management.

Review Source: Capterra
 

Skipper from Athens Regional Medical Center, Inc.

January 2017

January 2017

Reliable functionality

Ease-of-use

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The Giv@ eHelpDesk is easy to set up. The quick startup is facilitated by a minimum number of spreadsheets to capture required information. Once up and running, the software allows enough functionality to tailor it for individual organizations. We have some groups who use the application to help with workflow. As users become familiar with the application, the software limits customization. However, the administrators appreciate the simplicity and speed at which changes can be made. When tickets are closed, customers can provide immediate feedback and standard reports allow quick access to summary feedback data.

Review Source: Capterra
 

Suzanne from San Jacinto Community College District
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2017

January 2017

Easy to deploy and great support

Ease-of-use

Functionality

Product Quality

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Value for Money

Ease-of-use
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Value for Money
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Support

After a careful search of numerous ITSM tools, we selected Giva based on its ease of use, quick deployment and great support by the company. We also enjoy the standard reporting that comes with this application and makes our data results easy to share with others. We worked together on the AD integration and found the support team quite helpful and eager to ensure our needs were met. We look forward to continued success with this application and the Giva team we work with.

Pros

Ease of use and deployment; reporting is easy to use and tailor to our specific needs; customer support is prompt and eager to help; clean lines of the application; iterative approach to a request for enhancement (Agile programming).

Cons

N/A

Advice to Others

Please test this out and kick the tires for YOUR organization.

Review Source: Capterra
 

Gary from Encompass Health Home/Catholic Charities of Broome County

November 2016

November 2016

Simple and Effective

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We have had great success implementing Giva as our help desk tool. Each step of the way the folks at Giva have been very efficient and supportive. We are looking forward to using the tool to it's full potential.

Review Source: Capterra