Cloud based help desk software for businesses of all sizes4.9/5 (15 Bewertungen)
Founded in 1999, Giva is a cloud-based help desk management suite which supports a range of products including, ITIL help desk, asset & knowledge management, change management, and a mobile app for Techs to manage relationships on the go. Giva is HIPAA compliant.
Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.
Optimized for mobile, Giva allows you to view, manage and prioritize open tickets, as well as track time worked on tickets while on the go via mobile or tablet devices. The Giva mobile application is HIPAA-compliant and fully browser-based, so there's no need to download or install anything.
HIPAA-compliant encryption-at-rest ensures all sensitive health and medical record data is managed safely and securely. Giva provides all customers with the extra security and peace of mind of HIPAA compliance at no additional cost.
Giva’s cloud help desk is designed to streamline ticket management by organizing and prioritizing tickets, plus measuring customer satisfaction, agent performance and team productivity from a central location. The Giva dashboard provides real-time colorful charts and metrics, to help monitor all customer activity closely to ensure no request or issue is ever overlooked. Giva offers tools to help you address the most critical issues first and manage all conversations through a single unified app. You can streamline processes with business rules and automating workflows and providing 24/7 support through a branded self-service portal and knowledge base.
Giva’s asset management solution offers a configuration management database (CMDB) providing accurate and up-to-date information on all the IT assets and configurations, as well as custom assets. This database provides a central location from which to track all interrelationships between assets, incidents and problems
Giva’s knowledge management software helps create, categorize and retrieve knowledge, that helps increase first contact resolution and allows self-service to decrease call volume. The change management software enables you to monitor change requests and approvals from a single screen to meet all compliance requirements such as Sarbanes-Oxley Act (SOX).
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.
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.
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.
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!
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.
None right now, my team is very happy with Giva.
Since I’m the VP Information Technology, I am mostly interested in the dashboard and reports. With the dashboard, I have a bird’s eye view in real-time of what’s going on in our organization. It’s easy to determine if there are issues that may need my attention or action. The reports allow for very granular deep dives and root cause analysis of our data. It’s easy for me to run any report and I don’t need any specialized knowledge. My team is very happy using Giva as well.
We are a large health care system and been using Giva since 2012 and it’s helped us tremendously and it’s had a big positive impact on our customer service delivered by the IT organization. Giva is constantly innovating and delivering new functions to their products. They come up with a lot of refreshing and new ideas that they bounce off of us and indeed listen to what we have to say. They’ve implement many our suggestions over the years and we very much value this in a cloud vendor. Since Giva is HIPAA compliant we are assured that our data is secure in the cloud.
There are no negatives that my team can think of.
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.
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!
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 :)
We’ve achieve excellent business results with Giva having increased IT productivity about 35% and we eliminated about 15 hours/month that use to be spent on Report preparation. All the information that I need is at my fingertips with Giva’s Reporting engine. The charts and graphs are clear and allow us to visualize data to identify trends and patterns. The administration is easy to use and logically well organized. We don’t need a dedicated Admin and/or Report person like I did with other vendors mentioned.
I have 20 years of experience using various service tools such as ConnectWise, HP Service Manager, BMC Track-It and Remedy. On balance, Giva is better than them all and it’s a great value. Giva is the new generation of cutting edge cloud technology; it looks sharp and it’s very easy to configure and customize. The technical support is excellent, very responsive and they always provide thoughtful answers. The customizable dashboard provides the necessary visibility to ensure all areas of support are providing top-notch support.
No cons. It’s amazing that they launch a new release every 3 weeks so many new features.
• Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training.
• Robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making.
• Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.
• Giva’s dashboard supports colorful charts, metrics and analytics, providing complete visibility into critical issues and priorities. Everybody can quickly build their own personalized home page dashboard with widgets from a library by intuitive drag and drop capability.
• View, manage and prioritize tickets on the go using Giva’s HIPAA-compliant mobile app. There's no need to download or install anything as the mobile app is fully browser-based.
• Giva offers a highly customizable solution that can streamline processes with business rules and automated workflows according to the needs of your organization.
• Giva is a HIPAA-compliant solution, ensuring all sensitive medical records or healthcare data is managed safely and securely.
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