Giva
Review of Giva Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About Giva
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Giva Features
Customer Reviews
See why people love Giva
Diane A.
Verified UserHospital & Health Care · 10000+ employees
Great Business Partners
Excellent! Team is very helpful and responsive to questions.
- “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
- ”
Not able to move tickets from one Service Desk to another and not able to copy NOR questionnaires
Switched From
We had HEAT, which is not listed in your dropdown. Our version was no longer supported by the vendor.
Why they chose it
"It was less expensive and made our Service Desk more efficient."
Jay O.
Verified UserLaw Practice · 501-1000 employees
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.
- 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
- There are not any aspects of Giva that we don't like right now
- They keep on releasing new features almost every month
Switched From
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%.
Why they chose it
"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."
Kristi C.
Verified UserGovernment Administration · 201-500 employees
Love the Giva dashboard! It makes my job so much easier.
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.
- 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
- I love Giva so nothing to write about
Verified Professional
Retail · 1001-5000 employees
IT/Ecomm Management
Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.
- 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
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 M.
Verified UserReal Estate · 501-1000 employees
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.
- 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
- My team does not have any feedback or complaints
Switched From
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.
Why they chose it
"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."
Jerold S.
Verified UserHospital & Health Care · 1001-5000 employees
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.
- 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
- No features missing
- Giva has a ton of bells and whistles
- About 1 new release per month
Switched From
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%.
Why they chose it
"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."
Mike S.
Verified UserHospital & Health Care · 201-500 employees
Exceptional Responsiveness to Our Enhancement Requests-HIPAA Compliant Ticketing System
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.
- 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
- The IT and other teams don't have any cons to mention now
- If we bring issues to Giva they do address
Trini H.
Verified UserHospital & Health Care · 1001-5000 employees
Since 2016 our 100 Agents Distributed Globally Love Giva- It’s a 9 out of 10
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!
- 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
- 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
Why they chose it
"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."
Kaela S.
Verified UserHospital & Health Care · 51-200 employees
Support 10 Healthcare Entities with Giva-Easy Onboarding & Unique Features
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.
- 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
- As evident from this review I have no complaints
Why they chose it
"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."
Kathy B.
Verified UserHospital & Health Care · 201-500 employees
Giva is Superior to ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk
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.
- 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
- We like everything about Giva and don't have any feedback to this question
Why they chose it
"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."
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