Giva Reviews

Pros

it benefits real focusing in measurement that allows us to make our daily work time easy an attract a lot of satisfied customers

Cons

before using Giva honestly, I thought how difficult it was to do excellent work

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.

Alternatives Considered

Cherwell Service Management and ServiceNow

Reasons for Choosing Giva

We had HEAT, which is not listed in your dropdown. Our version was no longer supported by the vendor.

Switched From

Remedyforce

Reasons for Switching to Giva

It was less expensive and made our Service Desk more efficient.

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.

Pros

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

Cons

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

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.

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.

Pros

I am the head of IT & ISEC at a company that develops, constructs, owns, and manages a portfolio of industrial, office and retail real estate property throughout the country of Mexico. Our portfolio consists of 236 industrial and 17 retail properties located in 20 cities in Mexico with approximately 3.2 million square meters of leasable area. We are a publicly traded company.
Using Giva IT ticketing system, we have achieved outstanding business results. We now resolve our IT help tickets 60% to 70% faster because it’s easy to use and provides tools to help speed resolution. We now meet our service level agreements (SLAs) 95% of the time, but before Giva only 70% of the time. The Dashboards provide a real broad scope of what is happening with each ticket. We can quickly speak with department directors to get the proper people involved.

My team’s productivity has also increased by approximately 50%. Giva helped us eliminate a lot of manual processes and gave us excellent tools and features to automate. We have been populating the knowledge base as we go to leverage solutions. The custom forms associated with each category helps us capture additional specific information for each request.

Cons

My team does not have any feedback or complaints.

Alternatives Considered

SysAid, Freshdesk, Zoho Desk and Zendesk Suite

Reasons for Choosing Giva

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

Switched From

Zendesk Suite

Reasons for Switching to Giva

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

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.

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.

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.

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.

Pros

Over the past five years, Giva has become an indispensable asset for our organization, significantly enhancing our efficiency and productivity. As an IT Manager supporting two companies—a construction firm with 80 users and a property management company with 250-300 users—I've seen firsthand how Giva has streamlined our operations across multiple areas.

One of the most impactful benefits we've experienced is in help desk management. Giva's intuitive interface allows us to effortlessly track, manage, and assign tickets to different agents across various departments such as IT, marketing, and accounting. This has enabled us to provide a high level of support for our users and keep tasks organized. The system's scalability has been crucial, seamlessly accommodating our growth from a small construction company to a much larger property management firm.

Giva has revolutionized our asset management. Before implementing Giva, we had no systematic way of tracking our IT inventory. Now, every piece of equipment is tagged and entered into Giva before being assigned to an employee. This has given us unprecedented visibility into our assets, allowing us to quickly generate reports on equipment allocation, age, and specifications. When management requests information on a user's assigned equipment, we can provide accurate data 90% faster than before.

Cons

No negatives. We all love Giva and they keep adding new features every 3 weeks.

Pros

I selected Giva for our new IT Service Management tool and implemented it in our behavioral health department, and I must say, it’s been key in helping us make enormous improvements. Ever since we switched to Giva, everything has been running smoother and more efficiently.The first thing that struck me was the seamless onboarding process. The Giva support team provided hands-on assistance and guided us through the setup. They were responsive, patient, and attentive to our specific needs, ensuring a very smooth transition from our previous system. Importing existing data and configuring the system was simple, and they even suggested features I hadn't considered, making our lives easier right from the start.The most significant improvement and result we noticed was the reduction in response time and ticket resolution. Before Giva, we relied on emails and manual ticket sorting, leading to delays and confusion. With Giva's centralized dashboard, all tickets are displayed neatly, and I can easily see my assigned tasks, new tickets, and recent activity in one place. This alone increased our team’s productivity substantially!The system's automation also allows us to set up macros and automatic ticket closure, saving us time and effort on repetitive tasks.

Cons

There aren't any negatives we see in Giva. When we needed some new report functions they made the changes. We've made a number of improvement suggestions they listen and implement most of our feedback.

Pros

In comparison to other ticketing systems I've used in the past, like ServiceNow or some homegrown applications, Giva shines through with its intuitive features. ServiceNow, though well-known, always seemed a bit convoluted to me. Whether it was the dashboard or the ticketing system, I often found myself struggling to navigate the platform. With Giva, however, this problem is entirely non-existent.With Giva, identifying my assigned tickets is a breeze, and I'm promptly notified via email whenever there are new comments. This is a stark contrast to ServiceNow, where I had to manually hunt for my tickets. Giva's beautiful, customizable dashboard, with a library of selectable widgets, gives me all the information I need at a glance.What's more, my introduction to Giva required zero training. The system was so intuitive, I found myself quickly assigning tickets, changing statuses, and adding notes both public and private. Other systems often bury essential fields in hard-to-find places, but Giva conveniently places them on the right, eliminating excessive scrolling. And if I ever hit a snag, Giva's library of video tutorials is always at my disposal. The Giva asset management module has been a boon in tracking both technical and non-technical assets, such as ergonomic desks. We're even considering creating a separate service desk for our facilities department to leverage Giva's capabilities further.

Cons

I cannot say there are any features missing. There are lots of functions that I've not had time to try yet. Looking ahead, I'm excited to explore more of Giva's features like the change management app and the self-help portal.

Pros

I've been using Giva since 2009 as a helpdesk analyst and then as an Assistant Supervisor of the IT help desk at a law firm. My perspective comes from using Giva for over 13 years. Giva is an excellent service desk ticketing and knowledgebase system. We generally take about 150 calls/day, so we are a very busy help desk. We have over 2000 knowledge records documenting procedures and troubleshooting tips. The Giva KB system is good for submission, review, approval, and maintenance of the KB records. The ticketing and knowledgebase systems helps our team with efficiency and productivity. The ticketing and knowledge base modules are integrated so that solutions can be copied into tickets.

Cons

We love Giva and they keep adding more novel functions so we are extremely happy!

Pros

I manage the PC desktop team for a large law firm headquartered in New York City. I've used Giva both as an individual contributor and now as a department supervisor for the last four years. At the beginning of the Covid pandemic, my team transitioned 700 attorneys and staff working from our NYC office to be fully remote working from home. This was a monumental project and Giva helped us to achieve it. Giva has helped my team increase of productivity by about 40%.

Over the last 2 years, Giva has helped us achieve a 40% increase in customer satisfaction of our end users. The customer satisfaction surveys enforce accountability, and the comments employees write in help me mentor my team and I included some in performance evaluations.

Cons

There is nothing else that we need right now. When we ask for product improvements and just do them..amazing!

Pros

I am the program manager at a children's health and welfare organization in upstate New York. To reach our mission we support 90 agencies with 1100 social workers to help coordinate services for children. Each one of these agencies may have 10 to 15 different programs to help kids and their families. Our help desk answers questions about policies, procedures and supports our electronic health record (EHR) so my team is both a customer service and IT help desk.

We use the marquee our broadcast messages to communicate efficiently with our case workers inside the self-help portal. We're going to look more closely at using the tsunami ticket as we sometimes get hit with system wide outages and this would be very helpful.

The homepage dashboard is easy to navigate, and I like that there's a lot of customizable widgets. It helps us keep on top of things. What's happening next? How many tickets do I have? The video tutorials help us quickly understand all the features and functions in Giva.

Cons

It's been an excellent experience for me and my team so far.

Pros

My team supports 1800 County employees and contract providers. Using Giva, we lowered our five-year total cost of ownership (TCO) by over 50% versus an on premise solution. We have three independent service desks configured in Giva to maximize our productivity and focus.

Our agents have increased their productivity by approximately 30% over the last 18 months using Giva. Giva is easy to configure; it very straight forward. When I'm bringing new technicians onto my team the training time is minimal and the video tutorials are great.

The customer satisfaction survey keeps my IT team aligned with our end users. If I see a trend going in one direction or another I can immediately step-in and remedy the situation before it's too late. If a survey rating is below a threshold, then I automatically receive an email warning. This has helped us increase customer satisfaction by 40%.

The Giva ticket is well organized. You can quickly see the most recent tickets and if the end user is having the same problem or may have called before. The reports help us understand if there are training issues with end users so we can flag this. I like the mandatory fields for opening and closing tickets. In our old system, a lot of tickets were incomplete. Anytime I want to add new field, I can do it in 30 seconds in the Giva administration. Ticket searches are 100% faster than our old product.

Cons

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

Alternatives Considered

Freshdesk, FootPrints and Zendesk Suite

Reasons for Choosing Giva

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

Switched From

Track-It!

Reasons for Switching to Giva

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

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!

Alternatives Considered

monday.com and Zendesk Suite

Reasons for Switching to 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!

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.

Alternatives Considered

FootPrints, Track-It! and ServiceNow

Reasons for Switching to 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.

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.

Pros

Our goal was to make the change management process more available across our entire organization. With Giva it is now much easier to be running a compliant organization since it is easy to submit an RFC and follow it through the approval and implementation process. By leveraging Giva’s hosting platform, our key partners and external contractors are also part of the process, and we can all seamlessly work together in one single pane of glass. With Giva’s dashboards and reporting, we are better prepared for internal and external audits. Our latest (external) audit went well and the Giva solution received positive feedback!

We love the integrated change calendar feature. We can now see a high-level summary and full visibility across our entire organization of all IT changes. This is an excellent tool to help us plan and also prevent change conflicts and overlapping implementation windows that might impact each other.

It was easy to start using Giva and the deployment was very smooth. Giva’s cloud only application is intuitive and it just took me a couple our hours to get us to a “soft” launch stage. After that we listened to feedback from our teams and easily made customizations and modifications in the Giva platform. There are some good training resources such as videos to help explain important nuances. The application is well organized. To launch Giva, I just had to pick fields that I wanted and also quickly modify menus that were already filled with defaults.

Cons

We have no negatives about Giva at this point in our experience!

Pros

Our experience with Giva has been exceptional. It is super easy to get up and running right “out of the box”. There is depth to the configuration options, but it’s presented in a way that’s incremental and easy to understand. We can do as much customization as desired to get initially started and then do more advanced options as we grow into them. Although there’s a library of video tutorials and training materials, I became highly productive with Giva after just 3 days without using any learning materials. In our past experience using other systems it’s taken us many weeks to become productive. We compared Giva to KACE 1000 by Quest, Spiceworks, AutoTask and others. Giva’s user interface is considerably more elegant, well designed and easy to look at all day.

Cons

Not anything negative for right now. It's been a great experience learning and using Giva.

Pros

Our business is in healthcare so we needed HIPAA compliance, excellent reports/dashboards and the system had to be easy and quick to deploy and use by our employees. We support 400 employees across 13 geographically dispersed substance abuse recovery centers and we are on a fast growth track to soon have 30 centers. Our IT and Facilities staff and 400 employees are very happy with Giva. Now we are hitting 100% of our service level agreement targets with approximately 800 cases per month. We are doing this with just a small team of IT and Facilities people using Giva. The metrics and analytics from Repots are fantastic and we present them to leadership twice per month so the entire organization is well appraised of the volume and complexity of our work and any hot issues.

We are using Giva’s multiple service desk function to segregate the work of two departments. IT and Facilities each have a separate and uniquely configured service desk so they can both focus on their cases and view relevant home page Dashboards and Reports. We were able to replace another Facilities software application with Giva and save more money. The Reports are super easy to run and provide excellent insights.

Cons

It does all we need it to do right now and we can grow into it as well.

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.