# Giva Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Giva the right Help Desk solution for you? Explore 57 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/183532/Giva-Customer-Service/reviews

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Giva

4.9 (57)

[View alternatives](https://www.capterra.com/p/183532/Giva-Customer-Service/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 24th, 2026

# Reviews of Giva

Ease of use

4.9

Customer Service

4.9

## Pros and Cons in Reviews

KW

Kristin W

Customer Service ManagerHospital & Health Care, 201 - 500 employeesUsed the software for: More than 2 years.

“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.“

October 21, 2025

AS

Angel S

Director of ITHospital & Health Care, 501 - 1,000 employeesUsed the software for: 6-12 months.

“We had some very big issues with onboarding new employees and customers due to our rapid growth. “

May 2, 2020

John K

RCM ManagerHospital & Health Care, 5,001 - 10,000 employeesUsed the software for: More than 2 years.

“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.“

December 8, 2025

KW

Kristin W

Customer Service ManagerHospital & Health Care, 201 - 500 employeesUsed the software for: More than 2 years.

“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.“

October 21, 2025

KW

Kristin W

Customer Service ManagerHospital & Health Care, 201 - 500 employeesUsed the software for: More than 2 years.

“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.“

October 21, 2025

## Showing most helpful reviews

Showing 1-25 of 57 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Zura G.  
technical support  
Telecommunications  
Used the software for: 6-12 months

### "user frinedly platform for your measurement "

June 27, 2021

5.0

overall it's perfect for all kind of companies large and small . ease of use cloud based platform

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

Review Source

JO

Jay O.  
Knowledge Manager  
Law Practice  
Used the software for: 2+ years

### "Replaced BMC Track-It! & Increased Customer Satisfaction 50% with Giva"

July 15, 2022

5.0

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.

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.

Reason 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.

Switched from

[Track-It!](https://www.capterra.com/p/67028/Track-It/)

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%.

Review Source

VR

Verified Reviewer  
Content Specialist  
Retail  
Used the software for: 6-12 months

### "IT/Ecomm Management"

April 25, 2019

4.0

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

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.

Review Source

VR

Verified Reviewer  
RCM Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "GIVA is GREAT!"

December 8, 2025

5.0

GIVA is a useful tool that enables request tracking, reporting, and efficient process flow across our large organization (5K plus employees).

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.

Review Source

FM

Federico M.  
Head of IT & ISEC  
Real Estate  
Used the software for: 2+ years

### "Giva Took Top Prize Over ZenDesk, Zoho Desk, FreshDesk and Sysaid. Easy to Use & Excellent Reports."

June 15, 2022

5.0

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.

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](https://www.capterra.com/p/107225/SysAid/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing 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.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

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.

Review Source

KW

Kristin W.  
Customer Service Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "Since 2017 Giva Supports Our Complex CS Workflow w/ Best Reporting & Copilot"

October 21, 2025

5.0

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.

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.

Review Source

MS

Mike S.  
VP Infrastructure and Operations  
Hospital & Health Care  
Used the software for: 2+ years

### "Exceptional Responsiveness to Our Enhancement Requests-HIPAA Compliant Ticketing System "

June 20, 2025

5.0

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.

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.

Review Source

WL

William L.  
Senior Helpdesk Analyst  
Law Practice  
Used the software for: 2+ years

### "Longtime Giva User"

November 13, 2025

5.0

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.

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.

Review Source

TH

Trini H.  
Director - Patient Experience  
Hospital & Health Care  
Used the software for: 2+ years

### "Since 2016 our 100 Agents Distributed Globally Love Giva- It’s a 9 out of 10"

December 11, 2024

5.0

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!

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.

Reason 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.

Review Source

KS

Kaela S.  
E.H.R Specialist  
Hospital & Health Care  
Used the software for: 2+ years

### "Support 10 Healthcare Entities with Giva-Easy Onboarding & Unique Features"

October 16, 2024

5.0

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.

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.

Reason 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.

Review Source

KB

Ken B.  
VP IST  
Hospital & Health Care  
Used the software for: 1-2 years

### "Excellent Dashboards and Reports; Fantastic Customer Service"

March 6, 2020

5.0

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient. We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary. It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc. We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.

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.

Reason for choosing Giva

Dashboards and reporting are extraordinary, easier to get up and running, better customer service and support, great experience during trial.

Review Source

RH

Robin H.  
Help Desk Supervisor  
Legal Services  
Used the software for: 2+ years

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

July 13, 2018

5.0

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

Pros

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

Cons

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

Review Source

PA

Perry A.  
Sr. Director of Information Systems  
Hospital & Health Care  
Used the software for: 6-12 months

### "85% of ServiceNow’s features/functions at a much lower cost"

August 26, 2019

5.0

The dashboard gives us a holistic view of what’s important. We love the mobile app as it helps my team keep on top of issues all the time. We only have to expose a web form to the teams at our 20 locations for self-service and it’s great that no log is required. The reports allow us to quickly understand which property are having issues so we can take action where needed. Giva has increased our ability to log tickets by about 2x since the interface is very easy to use and guides you along. We can also track all our IT assets and there is no cost per asset which is great!

Pros

Giva has enterprise level features without the enterprise level price tag which we cannot afford. We looked at many different options and were happy to learn that we could do so much customization with Giva. It’s easy to get actionable information out of Giva; other systems have a lot of friction. My team is very impressed with the capability of Giva in spite of their experience with enterprise tools such as ServiceNow and Remedy. There is so much value in Giva that it was easy to get it approved. We evaluated and compared Giva to Jitbit and Spiceworks and selected Giva since it punches above its weight with lots of value and utility. Giva has about 85% of ServiceNow’s features/functions at a much lower cost. It was easy to get deployed on Giva with its intuitive administration.

Cons

Nothing to complain about. We are very pleased.

Reason for choosing Giva

See above

Review Source

PM

Pete M.  
Sr. Manager Support Services, Innovation & Analytics  
Retail  
Used the software for: 6-12 months

### "35% increase in productivity & eliminated 15 hours/month on Report preparation"

May 6, 2019

5.0

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.

Pros

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.

Cons

No cons. It’s amazing that they launch a new release every 3 weeks so many new features.

Review Source

DR

Deana R.  
Supervisor, Help Desk  
Higher Education  
Used the software for: 2+ years

### "Excellent, modern ITSM."

October 18, 2017

5.0

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

Pros

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

Cons

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

Review Source

DN

Dany N.  
Desktop Support  
  
Used the software for: 2+ years

### "I like GIVA because it is simple to use and intuitive"

August 10, 2017

5.0

Pros

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

Cons

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

Review Source

RH

Ruth H.  
Manger, Customer Service  
  
Used the software for: 6-12 months

### "Highly customizable & overall easy to use."

September 25, 2017

4.0

Pros

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

Cons

The Ticket field requires a lot of scrolling down.

Review Source

Response from Giva

March 15, 2019

Since this review was written, Giva's made many enhancements to eliminate scrolling. Thanks for the feedback! Giva puts out a new release about every 3 weeks.

TA

Tabitha A.  
Executive Administrator  
  
Used the software for: Less than 6 months

### "Love GIVA - More than Just HelpDesk"

November 29, 2017

5.0

Pros

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

Cons

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

Review Source

Response from Giva

March 15, 2019

We have made enhancements to the Knowledge base to make it very friendly to use. Customer level controls are available and Giva tech support showed this customer how to configure.

GT

Gary T.  
  
  
Used the software for:

### "Simple and Effective"

November 11, 2016

5.0

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

Review Source

KB

Kathy B.  
IT Director  
Hospital & Health Care  
Used the software for: 2+ years

### "Giva is Superior to ServiceNow, Remedy, Freshdesk, Jira, and ZenDesk"

October 15, 2024

5.0

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.

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.

Reason 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.

Review Source

EG

Eduardo G.  
Support Specialist eHR  
Hospital & Health Care  
Used the software for: 2+ years

### "Giva Increased Our Productivity 60% / Impressive AI Copilot "

October 3, 2024

5.0

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.

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.

Reason 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.

Review Source

BS

Brad S.  
Lead Customer Service Engineer  
Semiconductors  
Used the software for: 2+ years

### "Using Giva 12 Years Supporting 100,000 Customers"

September 25, 2024

5.0

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.

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.

Reason 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.

Review Source

JS

Jake S.  
Manager for Customer Success  
Hospital & Health Care  
Used the software for: 6-12 months

### "Impressed with Giva Dashboard, Friendly Design & Artificial Intelligence (AI) Copilot"

September 18, 2024

5.0

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.

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.

Reason 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!

Review Source

CC

Charbel C.  
IT Manager  
Commercial Real Estate  
Used the software for: 2+ years

### "Highly Scalable IT Help Desk with Great AI & Outstanding Support "

June 28, 2024

5.0

The user-friendly nature of Giva has been a significant advantage. New team members can quickly learn and master the system without extensive training. The customizable dashboards allow each user to tailor their view to their specific needs and preferences, enhancing individual productivity. Giva's impact on our overall productivity has been substantial. We estimate a 60-70% increase in productivity, saving approximately 20-30 hours per month that can now be dedicated to other critical tasks. This equates to nearly an extra week of productivity each month. The software's organizational features have been particularly helpful in prioritizing and managing tickets. Unlike email-based systems where requests can easily get lost, Giva provides a clear overview of all tickets, their severity, and status. This clarity has improved our response times and overall service delivery. Giva's robust reporting capabilities have also impressed us. We can now provide senior management with detailed reports on asset allocation and ticket status almost instantaneously, a process that previously required significant time and effort.

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.

Reason for choosing Giva

The technical support provided by Giva has been exceptional. Their responsive team typically addresses our queries within an hour, providing detailed guidance on issues like SSL certificate renewal. The inclusion of support in our package, without additional fees, adds significant value to the service. While we haven't fully utilized all of Giva's features yet, such as the AI-powered ticket summary and text writing tools, we see great potential in these capabilities as we continue to expand our use of the system. In conclusion, Giva has revolutionized our IT support and asset management processes. Its user-friendly interface, scalability, comprehensive reporting, and excellent customer support have made it an indispensable tool for our organization. As we continue to grow and evolve, we're confident that Giva will continue to meet our changing needs and help us maintain high levels of efficiency and productivity.

Review Source

AS

Adam S.  
SVP of Technology (ISO)  
Hospital & Health Care  
Used the software for: 2+ years

### "Top IT Service Desk and Change Control Application- HIPAA and HITRUST certified"

December 8, 2021

5.0

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.

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.

Reason 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.

Review Source

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