--- title: "Giva Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Giva. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Giva is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/giva-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Giva](https://www.softwareadvice.com/crm/giva-profile/) / Giva Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/giva-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/giva-profile/alternatives/) # Giva User Reviews ## Reviews summary - Overall rating: 4.9/5 - Total reviews: 57 ### Secondary ratings - Ease of use: 4.9/5 - Customer support: 4.9/5 - Value for money: 4.8/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 52 reviews (91%) - 4 stars: 5 reviews (9%) - 3 stars: 0 reviews (0%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - GIVA is a useful tool that enables request tracking, reporting, and efficient process flow across our large organization (5K plus employees). - The platform's HIPAA compliance features are essential for our healthcare operations, ensuring all sensitive patient information remains secure throughout the support process. - We intend to build out our knowledge base to leverage Giva’s powerful AI Copilot that is included as standard and it’s private and covered under our BAA. ## Giva customer reviews Showing reviews 1-25 of 57 (page 1). ### Great Business Partners - Overall rating: 5/5 - Reviewer: Diane A. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2024 - Review source details: This review was submitted organically. No incentive was offered Excellent! Team is very helpful and responsive to questions. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros “Giva's integration with OpenAI, aptly named "Giva Copilot," is helping the IT Service Desk and about 500 IT staff harness the power of artificial intelligence to enhance the efficiency and effectiveness of our healthcare organization. The integration significantly boosts productivity, allowing Agents and Managers to understand complex tickets more effectively, ultimately leading to increased customer satisfaction. By utilizing Microsoft Azure, Giva Copilot ensures that all customer data remains private and HIPAA compliant, offering a secure AI solution for sensitive environments like ours. Our Managers particularly like Giva Copilot's innovative ticket summary feature which simplifies the understanding of complex issues by generating concise summaries, which include customer sentiment and proposed next steps. The ease of use is evident as anybody can quickly generate these summaries with a simple click on the 'Summarize Ticket' button, making the integration very user-friendly.” #### Cons Not able to move tickets from one Service Desk to another and not able to copy NOR questionnaires. #### Reasons for choosing Giva It was less expensive and made our Service Desk more efficient. #### Reasons for switching to Giva We had HEAT, which is not listed in your dropdown. Our version was no longer supported by the vendor. --- ### My Second Time Buying Giva-HIPAA Compliance at a Great Price-Amazing Reporting & Tech Support - Overall rating: 5/5 - Reviewer: Joseph D. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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! #### Reasons 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! --- ### Love the Giva dashboard! It makes my job so much easier. - Overall rating: 5/5 - Reviewer: Kristi C. - Verified reviewer: Yes - Industry: Government Administration - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered Giva is very intuitive and I never get stuck like with other systems I used in the past. Giva is a breath of fresh air! It was easy to set up Giva since it came with the most commonly used defaults and it also had draft severity levels, etc. to allow us to quickly evaluate it. We use the self-service portal to manage 40 vendors and it’s helped us to more efficiently manage 3rd parties. Now we receive well documented cases since we configured Giva to ask different questions for each item in the self-service category menu. This eliminates a ton of back and forth with customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I’ve increased my productivity by 30% using Giva. The KPIs widgets on the dashboard allow me to quickly see where issue are at. It’s a great visual warning system. It helps all of us plan our workload and prioritize with little effort. Giva is very simple to learn and use. We all use the tools offered in Giva to stop “reinventing the wheel” by easily leveraging and reusing information in cases. There are lots of warnings and visuals to make sure we are using the system correctly. #### Cons I love Giva so nothing to write about. --- ### Bank with Customers in 40 States Loves Giva-Increased Team Productivity 60% - Overall rating: 5/5 - Reviewer: Kevin C. - Verified reviewer: Yes - Industry: Banking - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered Giva ease of use, quickly getting up and running and reporting are its big differentiators. The reports are really good. Giva really hit the nail on the head by providing reports right out-of-box that my senior leadership ask me for. My monthly presentation is usually about 12 slides based on the information I pull from Giva. It only takes me one hour to prepare, but with other systems it took me up to three hours or more to get the same information. We especially love the “Quick Tickets” feature because we're a fast-growing organization and do a lot of onboarding of new employees. We also configured twenty “Schedule Tasks” which automatically create tickets in the future for server patching, monthly and daily report generation, etc. The asset management module is fantastic because it allows us to track all our assets and they can be linked to tickets. We also use the knowledge base and about 40% of our end users log into the self-help portal. It's very, very easy to use. There are not a lot of buttons that you must click to get things done. So again, very simple to use. We plan to use the change management app soon. The dashboard really helps us increase our productivity and it is easy to customize. The SLA warnings provide a clear, precise overview of what's going on in my organization. Our facilities department is also using Giva in their own service desk to track what they're doing which is very beneficial to the Bank to leverage a single ticketing system. We striv #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Bank of George is a fast-growing Bank in the state of Nevada with customers in more than 40 states nationwide. I've been in the IT industry for over 20 years, so I've used a lot of other IT service desk applications like BMC Track-It!, BMC FootPrints, ServiceNow, CA Unicenter, etc. Giva has many similarities to these other systems. With Giva my team has increased our productivity by 60%. We are resolving issues 40% faster. Our customer satisfaction has increased approximately 30%. Measured on a weekly basis, we close approximately 84% to 94% of new tickets each week up from only 55%. In addition to our internal team, we also have an outsourced Managed Service Provider that uses their own ticketing system. Using Giva, we have a four to one ticket ratio as compared to our MSP. This means that my team gets 75% more work done so we’re adding a lot of value to the Bank. BMC Footprints from an Administrative standpoint is more cumbersome to get around in. Giva Administration has just been phenomenal. It only took me two days to get Giva up and running. From a navigation standpoint, one of my coworkers said that it’s the easiest system she’s ever used. The Giva set-up was very, very easy and now I can go in and add new it #### Cons Nothing now I can think of now. Giva is a 22 year old company so a lot of work has gone into the product. #### Reasons for choosing Giva We purchased Giva because it offered a superior value for their feature set which was comparable to some of these products. We also like the fact that Giva is HIPAA compliant so we get -critical security features that are important to us given we are a bank. --- ### Support 10 Healthcare Entities with Giva-Easy Onboarding & Unique Features - Overall rating: 5/5 - Reviewer: Kaela S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered As a children's mental health agency supporting an electronic health record (EHR) and 10 affiliate organizations, Giva has provided us with a centralized platform to manage all customer tickets efficiently. The ability to track the time spent on tickets, add private notes, and access all customer information from one location has significantly improved our productivity. Furthermore, Giva's reporting features have allowed us to demonstrate our team's productivity to senior management effectively over the last 6 years. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros One of Giva's standout features is its customizable dashboard, which allows each team member to tailor their view according to their specific needs. The email notification function has been particularly beneficial for our affiliate organizations, as it keeps them informed about ticket updates without requiring constant login to the Giva system. We've also found the video tutorial library to be an excellent resource for continuous learning and feature exploration. These tools have contributed to a seamless onboarding process, with new users typically becoming proficient with the system within an hour. #### Cons As evident from this review I have no complaints. #### Reasons for choosing Giva Giva's reliability has been exceptional, with no unscheduled downtime experienced in our 6 years of use. This level of uptime has been crucial for our operations, especially when compared to other SaaS applications we've used. The technical support provided by Giva has been outstanding, with quick and detailed responses to our inquiries. The Giva knowledge AI Copilot finds the best answer from our knowledgebase without the search links. This addition will further streamline our support processes, improve response times and transform the self-service portal experience. The possibility of integrating Giva with our electronic health record system through their API also presents an opportunity to enhance our workflow efficiency. Given our very positive experience over 6 years of using Giva every day, we wouldn't hesitate to recommend Giva to colleagues in similar fields. It's a robust, user-friendly solution that has significantly improved our customer support operations. --- ### Giva is Superior to ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk - Overall rating: 5/5 - Reviewer: Kathy B. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered Giva's customizable Dashboard and Reporting features have been particularly beneficial for our HIPAA auditing purposes. The ability to easily create and manage custom forms has allowed us to tailor the system to our specific needs, enhancing our compliance with HIPAA and HITRUST (Health Information Trust Alliance). We appreciate the flexibility to rearrange dashboard elements, providing each team member with a personalized view that focuses on their specific responsibilities. The search functionality and ticket organization make it simple to locate and present relevant information during audits, saving us valuable time and effort. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We’ve been using Giva for over five years and it’s to be an invaluable IT service management tool. Giva is a simple, beautiful, intuitive, and aesthetically pleasing design that’s significantly improved our productivity, especially when it comes to onboarding and offboarding processes. We know it must sound odd, calling an IT tool, “beautiful, aesthetically pleasing”, but use Giva for a while and you may come to feel the same. It’s also highly functional. We currently use three independent and uniquely configured service desks for different departments: IT service desk, Human Resources and Auditing. By utilizing Giva's parent-child ticket functionality, we've streamlined our workflows and increased efficiency by approximately 50%. Once we fully update our Giva administration config, we expect this efficiency gain to reach up to 75%, as most custom fields will be auto-filled, requiring minimal manual input. #### Cons We like everything about Giva and don't have any feedback to this question. #### Reasons for choosing Giva Compared to other IT service management solutions we've used, such as ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk, Giva stands out for its ease of use, much shorter learning curve and low ongoing resources to maintain. As stated, the Giva interface is much more intuitive, requiring much fewer clicks to navigate and complete complex tasks. We find Giva to be about 45% more efficient than these other platforms. The comprehensive video tutorials and knowledge base have made it easy for new team members to quickly get up to speed. We are excited to begin using the new AI-powered Knowledge Copilot and the integration of a HIPAA compliant web form in our workflow. We anticipate even more improvements in our productivity and user satisfaction. Overall, Giva has proven to be an exceptional product that continues to pay dividends. --- ### Giva Increased Our Productivity 60% / Impressive AI Copilot - Overall rating: 5/5 - Reviewer: Eduardo G. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered Giva's dashboard is another standout feature that has significantly improved our workflow. The ability to customize the dashboard with key information such as new and updated tickets, assigned tickets, and tickets requiring attention ensures that nothing falls through the cracks. This real-time overview has virtually eliminated missed tickets and delayed responses, greatly enhancing our customer service. Additionally, the AI-powered copilot feature has proven invaluable for rewording and refining our communications when needed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We are a county healthcare organization in Oregon supporting 700 end users with several healthcare apps including an electronic health record. HIPAA compliant Giva has proven to be an exceptional ticketing system for our organization, significantly enhancing our productivity and streamlining our support processes. The customizable nature of request forms is outstanding, allowing us to add specific questions and fields to each request type. This feature alone has increased our productivity by an impressive 60%, as we now receive all necessary information upfront, eliminating the need for time-consuming back-and-forth communication with busy staff members. The ticket macro functionality in Giva has revolutionized our response times and consistency. With approximately 30 pre-defined macros at our disposal, we can quickly insert standardized responses while still having the flexibility to customize them as needed. This feature has boosted our productivity by an astounding 75%, allowing us to respond to tickets much faster and more efficiently than ever before. #### Cons Nothing....We are getting our knowledge articles cleaned-up and ready to use with the impressive Giva Knowledge Copilot. Of course, this is on us. This will save our end users a lot of time in answering their “How To” questions on our electronic health record. But it would be cool if Giva could take unstructured blobs of information like Word docs, PDFs, etc and quickly create KB articles. We asked them for this feature and they said they are working on something like this. #### Reasons for choosing Giva Overall, Giva has transformed our support operations, making us more responsive, efficient, and organized. The system's user-friendly interface, coupled with features like easy screenshot uploads, comprehensive reporting tools, and the ability to broadcast messages to all users, has made it an indispensable tool for our team. The responsive customer support from Giva, evidenced by their quick implementation of our enhancement requests, further solidifies our confidence in the product. For any organization looking to dramatically improve their HIPAA ticketing system and support processes, we highly recommend Giva. --- ### Using Giva 12 Years Supporting 100,000 Customers - Overall rating: 5/5 - Reviewer: Brad S. - Verified reviewer: Yes - Industry: Semiconductors - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered Our customer satisfaction has also seen a marked improvement since implementing Giva. The platform's email integration allows customers to easily submit and track their support requests without the need for creating separate portal accounts which are optional. This streamlined process, coupled with the ability to maintain agent anonymity, has contributed to an estimated 65% increase in customer satisfaction over the past 12 years. The system's flexibility in handling multiple service desks for different product lines has further enhanced our ability to provide targeted support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We are a long-standing customer of Giva for over 12 years and have experienced significant benefits from using the customer support platform. As a team of support professionals, we appreciate the ease of use and powerful features that have made Giva an integral part of our customer service operations. With just 10 minutes of initial training, we were able to grasp the essentials of the system, demonstrating Giva's user-friendly interface and intuitive design. We liken Giva to the "Apple computer of customer service" due to its aesthetically pleasing interface and continuous innovation, such as the recent addition of an AI-powered Knowledge Copilot. One of the standout features is Giva's robust search functionality. The ability to quickly search through past tickets and access historical customer information has been invaluable in resolving issues efficiently. This feature, combined with the seamless email-to-ticket conversion process, has significantly improved productivity. We estimate that Giva has increased our support team's efficiency by approximately 50%, allowing us to handle a large customer base of over 100,000 with a relatively small team of 6-8 agents. #### Cons I can't ding them. We are pleased with results for 12 years. #### Reasons for choosing Giva We give Giva's own customer support a perfect 10 out of 10, praising their responsiveness and thoroughness. As a testament to its effectiveness, we would highly recommend Giva to colleagues and other companies looking for a comprehensive, user-friendly customer support solution. The platform's reporting capabilities and management tools have also proven valuable for tracking agent performance and providing insights to the management team. --- ### Impressed with Giva Dashboard, Friendly Design & Artificial Intelligence (AI) Copilot - Overall rating: 5/5 - Reviewer: Jake S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered Giva’s friendly design and interface has proven to be a significant upgrade from our previous communication tools like Slack, especially for our businesses which is experiencing growth and increased ticket volumes. Despite being new to dedicated ticketing systems, our teams greatly appreciate Giva's focused approach to mastering the art of ticket management. We find Giva to be a very valuable tool for streamlining operations and improving customer service satisfaction. Our customers are also very happy using Giva! The AI-powered text rewriting and ticket summary features, while not yet widely utilized by us, offers excellent potential for enhancing communication and maintaining a consistent tone across all customer interactions. We are also looking forward to using the Knowledgebase AI Copilot so our teams will start developing knowledge articles. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We are a specialized national pharmacy licensed in 45 states providing customized prescriptions to telemedicine, digital health systems and other healthcare organizations. Giva is a tool that we use to provide customer service. Our people and our customers both log into Giva to access a completely secure and HIPAA compliant environment. Giva's customer service ticketing system and knowledgebase has impressed us with its intuitive organization of information, allowing our teams to efficiently navigate through tickets and gain a comprehensive view of their workload. The dashboard's presentation is exceptional, featuring customizable widgets that provide real-time insights into ticket statuses, VIP options, and team performance. Giva's robust reporting capabilities, including various layout options and the ability to easily export data to Excel, enable us to generate detailed analytics and create pivot tables for in-depth analysis. #### Cons We need some enhancements to optimize. Get new releases every 3 weeks so it's coming. #### Reasons for choosing Giva As our teams continue to explore Giva's full range of features, we anticipate further improvements in our ticketing processes and overall customer service capabilities. We are very happy with our decision to deploy Giva and so are our customers and we are looking forward to forthcoming enhancements to help us service our customers! --- ### Affordable and easy to use HIPAA compliant help desk - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Medical Practice - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 #### Vendor response Giva tech support showed this customer how to configure the reply to a ticket function. It is just a checkbox. Replied March 2019 --- ### BIG increase in customer satisfaction, rolled out self-service portal to 900 people over weekend - Overall rating: 5/5 - Reviewer: Angel S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review. We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money. The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Deploying Giva has been a monumental win for our IT organization. The ROI generated has been tremendous. Giva has given us operational transparency and allows our teams to better collaborate. The HIPAA compliant application is very user friendly which allowed us to quickly roll out the employee self-service portal to 900 people with limited training. The comprehensive library of free video tutorials allowed our folks to learn at their own pace and prepare for the transition. We shut down our old system on a Friday and went live with Giva on Monday without a glitch. One of the business results is that now we are earning a 4.8 rating (out of 5) on our customer satisfaction surveys from Giva. That has been a very big turnaround in the level of satisfaction and mostly attributable to our move to Giva. #### Cons It was very easy to get up and running on Giva and many other products were so more difficult. So, no "Cons" for GIva. #### Reasons for choosing Giva We looked at reviews and saw that Giva has exceptional customer service and they keep putting out new releases every 3 weeks. They are an agile shop and we like that. --- ### Invaluable tool to deliver very high customer satisfaction to our attorney customers - Overall rating: 5/5 - Reviewer: William L. - Verified reviewer: Yes - Industry: Law Practice - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered We are able to meet and consistently exceed our SLAs with all the functions/tools Giva offers. Our SLA compliance has increased about 35% using Giva. The red, orange and green on our dashboard charts/metrics keeps us all focused on the key issues impacting our attorneys. The highly integrated Knowledgebase is a very valuable tool that has enabled us to increase first contact resolution and customer satisfaction, and has helped significantly decrease call times. Giva is an excellent and invaluable tool that keeps us highly productive and our customers happy! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I supervise a large group of Level 1 help desk people at a large and very busy law firm. I’ve been using Giva at this firm and a few years at the previous law firm I worked for. The Giva Dashboards are just what we need to keep on top of all the hot issues that need attention and our productivity has increased about 45%. No issues go unaddressed and that has helped lift and sustain our very high customer satisfaction. My entire team loves using Giva and it helps them meet the high expectations of our busy attorney customers. Giva is very easy to learn; our new agents become fluent quickly by just using it. #### Cons None right now, my team is very happy with Giva. --- ### Excellent cloud customer service solution & it’s HIPAA compliant! - Overall rating: 5/5 - Reviewer: Joe G. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2019 - Review source details: This review was submitted organically. No incentive was offered Affordable, easy to use, tech support is excellent, Giva keeps on adding new features all the time with new releases each month. We have increased productivity by say about 70%. Now issues remain open less time and as a result our client satisfaction has increased by at least 50%. Giva has all the features and more to compete with Zendesk and Freshdesk , but it has a much more affordable price and better tech support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It’s great customer service software in the cloud. Easy to customize, set-up/administration is logical and simple, don’t have to be tech savvy to use the reports and dashboard. There are many excellent triggers and workflows available in Giva to automate tasks. We need to be HIPAA compliant and Giva has all the legal and security compliance reports. Giva allows us to be very well organized and has the impact of 1+1 =3 on our team. It also helps our clients become more organized and efficient as well. We have eliminated using an encrypted email service which is very time consuming. #### Cons Hard to think of any now. We all like the product a lot! --- ### Worth its weight in “Gold”; saved two clients and increased productivity 20% - Overall rating: 5/5 - Reviewer: Shirley W. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered Giva is an extraordinary value since it’s affordable, highly customizable and easy to get started. Giva allowed us to “shine a light” on all of our workflows and identify areas where improvement was necessary. This saved us from losing two clients so the ROI has been outstanding in just a short amount of time. The Giva customer service team is great; always very helpful and thorough. Just like the whole app, the reports are intuitive and we can keep drilling down to gain deeper insights and root cause. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We love Giva. It helped us immediately find gaps in our workflow processes. This has had a profound impact on transparency and workload balance. The reports and dashboards uncovered some key internal processes impacting customer satisfaction that we suspected were awry, but had no hard data to support until using Giva. Giva helped open our eyes to these issues with objective data. We are now reengineering these processes and can then closely monitor the changes made and keep on iterating. In addition, we increased Agent productivity about 20% in just the first few months and we anticipate realizing an even a higher increase in productivity. The entire app is intuitive, easy to navigate and easy to get up and running on and use day-to-day. My team are not all very technical, but they quickly learned how to use Giva. It was simple for us to get started and customize on the fly and grow into Giva as our needs change. #### Cons No "cons"; it does all that we need it to do. --- ### Excellent value at an excellent price! - Overall rating: 5/5 - Reviewer: David G. - Industry: Medical Practice - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2018 - Review source details: This review was submitted organically. No incentive was offered tons, Reporting, SLA's, KPI reports and great metrics, helped users see where their tickets stand. Just love it! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### The best held desk software.. its a mobile friendly too - Overall rating: 5/5 - Reviewer: Joseph D. - Industry: Legal Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2017 - Review source details: This review was submitted organically. No incentive was offered cost effective #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. ) --- ### Easy to Implement and Use - Overall rating: 5/5 - Reviewer: Paul P. - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2016 - Review source details: This review was submitted organically. No incentive was offered We were literally up and running with the software after about 2 hours working with our sales representative. We tweaked a few things along the way and went live without any issues. Support is very responsive and they continue to update the product and add nice features regularly. As a manager who has implemented several service desks in the past, Giva was probably the fastest system I have taken from start to finish. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use and training of support staff. Integrated Knowledgebase. #### Cons You have to create reports to see closed calls as they are not simply on the menu. #### Vendor response Since this review was written, a number of closed Tickets Reports are now available. Thanks for the feedback! Giva puts out a new release about every 3 weeks. Replied March 2019 --- ### Very robust help desk software, highly recommended - Overall rating: 5/5 - Reviewer: Dylan G. - Product usage: Used daily for less than 6 months - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### GIVA is GREAT! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This review was submitted organically. No incentive was offered GIVA is a useful tool that enables request tracking, reporting, and efficient process flow across our large organization (5K plus employees). #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What stands out most with GIVA is the centralized location that all request come through, that we can quickly route to the various departments and track their performance and turn-around-times. #### Cons There really are no dislikes when it comes to GIVA! There are monthly updates on new features and our account rep is always available if needed. --- ### Since 2017 Giva Supports Our Complex CS Workflow w/ Best Reporting & Copilot - Overall rating: 5/5 - Reviewer: Kristin W. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2025 - Review source details: This review was submitted organically. No incentive was offered We’ve been using Giva since 2017 and our organization continues to rely on this robust service desk platform for managing our complex customer service/support needs. As a healthcare billing clearinghouse serving the many different industries, we require a HIPAA-compliant solution that can handle sensitive medical data while maintaining operational efficiency. The platform's HIPAA compliance features are essential for our healthcare operations, ensuring all sensitive patient information remains secure throughout the support process. Giva's customizable dashboards and real-time reporting have dramatically improved our visibility into critical issues, enabling faster resolution times and higher first-contact resolution rates. The 24/7 USA-based technical support has been consistently responsive, typically addressing our queries within an hour. After almost a decade of partnership, we confidently recommend Giva to other healthcare organizations seeking a scalable, secure, and user-friendly service desk solution that grows with your business needs. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Giva has proven invaluable for supporting our diverse technology product ecosystem, which includes over a dozen different software products ranging from our BankingQ product to our Prior Authorization platform. Giva’s intuitive ticket management system allows our team to efficiently track and resolve customer issues across multiple healthcare applications while serving more than 200 employees. What particularly impresses us is Giva's staff performance reporting capabilities, which provide actionable insights into our team's productivity and response times without penalizing staff for factors beyond their control. We intend to build out our knowledge base to leverage Giva’s powerful AI Copilot that is included as standard and it’s private and covered under our BAA. #### Cons The new releases are very rapid and we have to read the release notes every 3 weeks, but no reconfiguration necessary. Not a serious complaint/we are pleased using Giva since 2017. Our customers are very happy...Giva helps us every day meet the high demands of a healthcare/HIPAA environment. --- ### Longtime Giva User - Overall rating: 5/5 - Reviewer: William L. - Verified reviewer: Yes - Industry: Law Practice - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2025 - Review source details: This review was submitted organically. No incentive was offered After decades of daily use, I can honestly say that Giva has played a big role in helping our helpdesk deliver consistent, quality support to our firm. It’s a platform—and a team—that I truly trust and recommend. Working with [sensitive content hidden] and his team has always been a great experience. They genuinely care about their customers and are always quick to respond when we have questions or suggestions. That kind of responsiveness and personal attention is rare, and it speaks volumes about their commitment to long-term partnerships. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I appreciate most about Giva is its stability, simplicity, and ease of use. It allows my team to stay organized, track issues efficiently, and maintain our high level of customer service. Over the years, we’ve seen Giva evolve to stay current with changing technology needs while still keeping the interface clean and intuitive. #### Cons The reporting tools in Giva are solid, but I’d love to see expanded analytics or more customizable reports. --- ### Exceptional Responsiveness to Our Enhancement Requests-HIPAA Compliant Ticketing System - Overall rating: 5/5 - Reviewer: Mike S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered The Giva intuitive reporting system rates highly in our assessment, offering both pre-built analytics and custom report capabilities that support our complex operational requirements. We particularly appreciate the ability to download comprehensive datasets for further manipulation in our business intelligence tools. Combined with excellent support and training resources, Giva's platform has become an indispensable component of our Customer Service delivery strategy, helping us maintain high customer satisfaction while optimizing resource allocation. Using Giva HIPAA compliant ticketing system, we have achieved outstanding business results. We now resolve our Customer Service tickets 60% to 70% faster because it's easy to use and provides powerful reporting capabilities. Overall, on a scale of 1 to 10, Giva is an 8 or 9, so we are very pleased with it. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What truly sets Giva apart from other solutions we've used is their exceptional responsiveness to enhancement requests. Unlike competing platforms that either charge premium prices for customization or place requests in never-ending backlogs, Giva actively collaborates with us to implement needed improvements. When we identified a reporting gap related to resolution versus closure timing, Giva quickly worked with us to develop a solution that met our exact requirements. Giva's agile development approach with new monthly product releases provides tremendous value compared to other vendors who might only deploy critical security updates monthly. This continuous improvement model ensures we consistently benefit from new features and enhancements without additional cost or lengthy implementation delays. Their function-rich interface contains all the capabilities we need. #### Cons The IT and other teams don't have any cons to mention now. If we bring issues to Giva they do address. --- ### Since 2016 our 100 Agents Distributed Globally Love Giva- It’s a 9 out of 10 - Overall rating: 5/5 - Reviewer: Trini H. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered We are a healthcare organization providing radiology services to our patients all over the USA. We’ve been using Giva’s HIPAA compliant Customer Service software since 2016. I lead the back-office teams which numbers about 100 agents globally and provide support to several hundred thousand patients each month. Giva provides an efficient and user-friendly ticketing system that has significantly improved our productivity. We love it! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The email-to-ticket conversion functionality has been a game-changer, allowing us to easily track and validate patient requests and get them automatically routed to the right person. These features have streamlined our workflow and reduced duplicate requests, ultimately enhancing our overall efficiency. On overall functionality we rate Giva a 9 out of 10. One of its standout features is macro functionality, which has increased our productivity by approximately 30-40%. These pre-set response templates ensure consistency in our communications and have significantly reduced the number of follow up requests we receive. It not only saves time but also improves the patient’s experience by providing prompt and standardized responses. #### Cons We give Giva a very positive review so we don't have any negative feedback. The Giva SaaS customer service product is a real standout. #### Reasons for choosing Giva Giva’s reporting capabilities are key standout features for us. With the ability to quickly generate reports and measure team productivity, we've seen about a 35% increase in efficiency when it comes to tracking and analyzing our performance. The easily customizable dashboard allows us to prioritize tasks and meet our response and resolution time targets very effectively. We've found Giva to be an indispensable tool for managing our high volume of patient requests with ease. The system's ability to centralize information, track ticket history, and provide detailed timestamps has been crucial in addressing patient complaints, maintaining accountability, and meeting our strict internal security compliance standards. Giva’s technical support is outstanding and quick to answer our questions. Overall, Giva has proven to be a comprehensive and reliable solution that has significantly enhanced our customer service capabilities and team productivity. --- ### Top IT Service Desk and Change Control Application- HIPAA and HITRUST certified - Overall rating: 5/5 - Reviewer: Adam S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2021 - Review source details: This review was submitted organically. No incentive was offered We were impressed when we did a 30-day trial of Giva. The implementation was very straightforward. The video libraries and tutorials are well done, short and informative. They aided us to make a lot of configuration and customization changes that we needed. Giva was also very responsive when we had some questions for things that we couldn't quite figure out. We really liked this customer support element, and we see it also as a customer for some time now. Giva is very feature rich and initially we will only use a subset, but we know that we will grow into using much more of Giva. Giva has helped us deliver clear business results. We passed our initial HIPAA high trust assessment to become certified. We were able to use the Giva system to produce results that the auditors signed off on and was able to get us to a passing score. Annual reassessments will also go smooth with Giva in our toolbox. We also like scheduled tasks to streamline the onboarding process and allow us to be more efficient at making sure everything is collected. Employees are now ready to start on day one with assets procured and deployed. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Before Giva, there was no ticketing, change control or easy way to onboard new employees. There was no auditability of any of documentation, no learning from the past, and documentation for business continuity/disaster recovery was not centralized. We decided to evaluate multiple solutions and Giva stood out for many reasons. We were looking at only HIPAA and HITRUST certified vendors. It was important for us to have a vendor that would sign a BAA since we are a healthcare organization. We were looking for change management and a ticketing system. We needed a clean paper trail of all our activities for our auditors. #### Cons No missing features. Deployment was quick. #### Reasons for choosing Giva Giva has assisted us in building and testing our business continuity and disaster recovery policy. We now have policies in place and the key people are all on board. It’s all well documented in Giva. The Giva reports are excellent, and the dashboard helps us stay focused and make sure nothing is missed. We are very pleased with that results Giva has helped us achieve. --- ### Replaced BMC Track-It! & Increased Customer Satisfaction 50% with Giva - Overall rating: 5/5 - Reviewer: Jay O. - Verified reviewer: Yes - Industry: Law Practice - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. #### Reasons 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%. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/giva-profile/reviews/?page=2) --- Giva Reviews, Pros and Cons - 2026 Software Advice