# Page 2 | Giva Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 2 - 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/)

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Last updated March 24th, 2026

# Page 2 - Reviews of Giva

## Showing most helpful reviews

Showing 26-50 of 57 Reviews

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PK

Paul K.  
Information Technology Security Manager  
Semiconductors  
Used the software for: 6-12 months

### "Outstanding Product-Easy to Deployed-High Functionality for Future Growth"

June 25, 2021

5.0

We like that we get all the ITSM modules for the same price in a product bundle, but that we use only IT Change Management since we use an outsourcer with their own tool responsible for incident and problem management. It is nice to know we also have the flexibility to expand into other Giva modules. Our \[SENSITIVE CONTENT\] had very positive feedback on Giva and supported the decision to purchase it.

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!

Reason for choosing Giva

Giva technical support is always quick to respond to any questions. My account manager is also readily available for technical questions even after we signed the Order Form and we appreciated that very much. It was a challenge to find other vendors that offered only IT Change Management and not all the other ITIL products integrated together. Giva offers only IT Change Management, if desired. There are other vendors; some simple and less expensive and some more complex and expensive. Giva is an excellent value for us. Giva seeks product feedback from me and the Company has the “DNA” for continuous product improvement. Giva was an excellent choice, and we are very happy with it!

Review Source

MB

Mike B.  
Desktop Support Manager  
Law Practice  
Used the software for: 2+ years

### "40% Increase In Customer Satisfaction- Support 700 Attorneys & Get 100 Tickets/Day"

June 15, 2022

5.0

My team manages over 100 tickets a day. Giva is very simple and easy to use, yet extremely powerful. Basically, I can find anything that I need in just a few clicks. Whether creating tickets or generating reports, it's simple for us and we’ve been getting excellent results. In general, my team is self-monitoring and they assigned tickets to themselves, so it saves me time. The Giva reports and dashboards enable this as I know nothing will fall through the cracks. The ticketing system helps me load balance and I know who is working on the difficult tickets. We love the upgraded Giva dashboard. It really helps my team keep focused on the key priorities. We also use the mobile app and it especially helped us if we must make a change to a ticket when we are not if front of a PC.

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!

Reason for choosing Giva

A few times a year a Product Expert from Giva visits with us and watches my team use the product and asks questions so Giva can better understand our changing needs. They even buy the IT department pizza! None of our other software vendor go to this extent to listen to our feedback to improve their products so it's very impressive. It’s also a great opportunity for us to learn more about new functionality and how we can leverage all that Giva has to offer. Giva is never satisfied, and they want to keep making the product better. Overall, Giva is a 10! I would highly recommend it to colleagues at other firms. Giva is a great app, but the company’s real distinguishing feature is their customer service. They have a real willingness to solicit our feedback and act upon it to make the service better. Over the years we've seen so many new features that allowed us to speed ticket resolution, increase our productivity and customer satisfaction.

Review Source

JF

James F.  
Help Desk Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less Clicks"

November 20, 2020

4.0

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.

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.

Reason for choosing Giva

The reports have been super helpful to allow us to monitor the results of our work with excellent metrics. We now have saved about 6 hours per month using Giva reports vs. our prior system. All the reports are real time, even when you drill down and do edits. The reports quickly refresh reflecting the latest updates. Using Giva, we’ve increased our productivity by about 50%. Giva is about 70% faster than KACE 1000 and about 40% faster than AutoTask since there is much less clicking and better screen organization and workflow. It’s much faster to create a case in Giva since a lot of auto filling done by the system. We are very happy with our decision to purchase Giva!

Review Source

JS

Julia S.  
Assistant Supervisor IT Help Desk  
Law Practice  
Used the software for: 2+ years

### "Excellent Service Desk Ticketing and Knowledgebase System; Using since 2009!"

July 28, 2022

5.0

One thing I appreciate about Giva is that they are open to our feedback and requests for modifications and features. The Giva dashboard is customizable and allows us each to choose the items to display (e.g. status and open ticket lists) that are helpful to our specific job and work style. Some time ago, we integrated our Cisco Finesse VOIP phone system with the Giva telephony API. When we get a new call, there is an option to have a ticket automatically created and populated with the customer’s profile/history so the agent can start trouble shooting right away, which is a feature some of our agents find indispensable. I’ve also recently started using the scheduled tasks and macro features, and I enjoy having Giva auto-generate some of my repeating tickets automatically created on a schedule, which saves me a lot of ticket creation time and serves as a reminder for those tasks as well.

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!

Review Source

JL

Jeremy L.  
Management Analyst EHR Team  
Hospital & Health Care  
Used the software for: 2+ years

### "Deep Customization and Very User Friendly with Wonderful Reporting/Metrics"

July 29, 2023

5.0

The Giva service management system impressed me from the start with its deep customization capability, user-friendly interface, and seamless ticket management capabilities. Opening, closing, and tracking tickets was a breeze, allowing our team to efficiently address customer inquiries and technical issues. Additionally, the system's notification system kept us on top of urgent tickets, ensuring prompt and proactive support.The ability to customize and organize the dashboard to suit our needs has been invaluable. I can arrange the information according to my preference, prioritize tasks, and track their status without any confusion. It's a level of organization we never thought was possible and unique to Giva as we’ve used many other systems.Giva's private note feature allows us to communicate internally without disclosing sensitive information to the customers. This eliminates any confusion and ensures that the necessary details are at hand, resulting in faster resolution times.Another key feature that stands out is the ability to generate detailed reports. The advanced reporting and analytics feature in Giva has also proven to be critical to our turnaround. I can now generate reports on ticket trends, response times, user satisfaction, and more, providing valuable insights to our leaders and helping them make data-driven decisions.

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.

Reason for choosing Giva

The process of generating reports is fast and easy and reports can be scheduled to automatically run on any kind of frequency and be delivered electronically. With just a few clicks, we can access the specific information we need, thanks to the convenient filter options. We can sort tickets based on the person who submitted them, which allows us, as supervisors, to identify any potential bottlenecks or workload imbalances. This has been invaluable in distributing tasks more evenly and understanding the overall ticket distribution across different departments.I am already planning to suggest Giva to other departments within our County. I believe their IT teams and other departments could greatly benefit from Giva's features, especially those in need of HIPAA compliance. Additionally, the pricing structure for additional service desks seems fair, making it a feasible option for expanding the implementation to other teams.Overall, Giva has proven to be a powerful tool for streamlining our IT service management, improving response times, and significantly increasing overall productivity. With its customizable forms, HIPAA compliance, and excellent support team, Giva is undoubtedly a top-notch solution for anyone.

Review Source

JS

Jerold S.  
IT Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "Giva Replaced BMC Track-It! / Giva is Better than BMC FootPrints, FreshDesk, ZenDesk"

May 31, 2022

5.0

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.

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](https://www.capterra.com/p/124981/Freshdesk/)[FootPrints](https://www.capterra.com/p/212606/FootPrints/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing 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.

Switched from

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

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%.

Review Source

CS

Cory S.  
Program Manager  
Hospital & Health Care  
Used the software for: 2+ years

### "Support 90 Agencies & 1100 Social Workers- Many Features, Easy to Use, Intuitive to Start Using"

June 4, 2022

5.0

This is my first experience managing a help desk ticketing system. As we learn more about Giva, we see that there is a lot of capability under the hood. We use the auto close, quick resolutions and macros as they have helped us significantly increase our productivity. We like to look at trends across all our agencies to see what questions people are asking. This can help us fine tune our services to them. We also carefully monitor the issues with our EMR which provides insights into training issues or additional functionality that we can go back to our vendor and request. We're going to use the knowledge base application soon. We're looking forward to using Giva in different departments so that referrals we receive can be quickly matched with the right agency. We can do that in a separate service desk so is that the work of our different departments is segregated.

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.

Reason for choosing Giva

The Giva ticketing system is highly responsive and always available. Our case workers appreciate our timeliness in responding to them, so Giva has helped us deliver a very high rate of satisfaction. Giva is an essential system for us. It enables us to function at a high capacity to answer questions and respond to the needs of our network of case workers. Since we need HIPAA compliance Giva ticketing system was an excellent match for our requirements. Our case workers who are not technical, use the self-service portal too quickly and easily log their own tickets. With just a few clicks it's very easy to open tickets. Where more critical information is required to be collected, Giva has embedded forms that are part of the ticket, and it makes it very easy to collect the exact information we need, and this decreases that back and forth time and speeds our issue resolution. The technical support organization has been very helpful whenever we have questions. Overall, we give Giva a 9 out of 10. It's a great ticketing system application! We're very impressed with it and it's helping us do a great job for our case workers.

Review Source

BK

Brian K.  
Technology Services Supervisor  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Giva Outshines ServiceNow with Intuitiveness and Versatility"

June 1, 2023

5.0

As the head of an IT Service Desk for an organization dealing with behavioral health records, I have a lot on my plate. We support an expansive network of 800 employees and 1,200 contractors. My background largely involves programming, so this managerial role is quite new to me. I am grateful to use Giva, a cloud-based IT Service Desk application that effortlessly simplifies my work.Giva's HIPAA compliance, intuitive user interface, and easy administration capabilities make it an integral part of our operations. Although I wasn't involved in the initial decision to choose Giva, I cannot overstate my satisfaction with this robust tool after using it for only 4 months. The user-friendly nature of Giva leaves me nothing short of being very impressed. The easy-to-follow ticket history and comment section is just one example of its stellar interface.Giva's reports are another highlight, providing an invaluable tool for staff management. They help me distribute workload, monitor open tickets, and ensure timely closure of tasks. I also use these reports for performance evaluations. Giva's feature of saving multiple versions of preconfigured reports is a lifesaver, and the option to automatically schedule and email PDFs of these reports is the cherry on top.I would wholeheartedly recommend Giva to my industry colleagues. It's made my job easier, and I'm sure it can do the same for others.

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.

Review Source

KC

Kevin C.  
VP Systems  
Banking  
Used the software for: 1-2 years

### "Bank with Customers in 40 States Loves Giva-Increased Team Productivity 60%"

May 25, 2022

5.0

Giva ease of use, quickly getting up and running and reporting are its big differentiators. The reports are really good. Giva really hit the nail on the head by providing reports right out-of-box that my senior leadership ask me for. My monthly presentation is usually about 12 slides based on the information I pull from Giva. It only takes me one hour to prepare, but with other systems it took me up to three hours or more to get the same information. We especially love the “Quick Tickets” feature because we're a fast-growing organization and do a lot of onboarding of new employees. We also configured twenty “Schedule Tasks” which automatically create tickets in the future for server patching, monthly and daily report generation, etc. The asset management module is fantastic because it allows us to track all our assets and they can be linked to tickets. We also use the knowledge base and about 40% of our end users log into the self-help portal. It's very, very easy to use. There are not a lot of buttons that you must click to get things done. So again, very simple to use. We plan to use the change management app soon. The dashboard really helps us increase our productivity and it is easy to customize. The SLA warnings provide a clear, precise overview of what's going on in my organization. Our facilities department is also using Giva in their own service desk to track what they're doing which is very beneficial to the Bank to leverage a single ticketing system. We striv

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](https://www.capterra.com/p/212606/FootPrints/)[Track-It!](https://www.capterra.com/p/67028/Track-It/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)

Reason for choosing Giva

We purchased Giva because it offered a superior value for their feature set which was comparable to some of these products. We also like the fact that Giva is HIPAA compliant so we get -critical security features that are important to us given we are a bank.

Review Source

JD

Joseph D.  
EMR Administrator  
Hospital & Health Care  
Used the software for: 2+ years

### "My Second Time Buying Giva-HIPAA Compliance at a Great Price-Amazing Reporting & Tech Support"

May 31, 2022

5.0

In the past I've also used Zendesk and Monday’s ticketing systems. What's nice about Giva is that they also offer change management control incorporated into the ticket system. Zendesk is hard to use out-of-box. Giva has a lot of the same capability, but it's much easier to deploy and fine tune the customization along the way. Giva is a ready platform right from the start. Although I did customizations in Giva, I could have just added users and started. I'm pretty IT savvy, but I'm not a developer or network engineer. I just watched the videos and did all my customizations using them as guides which worked brilliantly. We have three departments with their own configured service desks in Giva: IT, Supply Chain and Transportation. Each service desk is uniquely configured for the requirements of that department. There are also additional departments exploring using their own Giva service desk.

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](https://www.capterra.com/p/147657/monday-com/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing Giva

Giva has an amazing help desk to support customers like me. When I click on Help and open a ticket, I get an answer very quickly. Giva has an amazing technical support team for sure. Literally, I log in, it's foolproof. It's made for “Dummies”. Anybody can create a ticket. It was easy to train our end user employees. For the first training sessions, I scheduled an hour, but it only took me about 20 minutes. The reporting is super friendly, and I like the ability to save my reports as templates and choose the columns that I want to export. Giva is an excellent HIPAA compliant help desk ticketing system and we are very happy with the results that we have achieved. We give it a 10!

Review Source

AS

Angel S.  
Director of IT  
Hospital & Health Care  
Used the software for: 6-12 months

### "BIG increase in customer satisfaction, rolled out self-service portal to 900 people over weekend"

May 2, 2020

5.0

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money. The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.

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.

Reason for choosing Giva

We looked at reviews and saw that Giva has exceptional customer service and they keep putting out new releases every 3 weeks. They are an agile shop and we like that.

Review Source

ETW

Elaine Tanner W.  
Executive Vice President  
Luxury Goods & Jewelry  
Used the software for: 6-12 months

### "Giva helped revamp our B2B repair operation workflow & significantly increased customer satisfaction"

June 11, 2019

5.0

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.

Pros

We’re using Giva to track our busy B2B repair operation since none of our internal systems could optimize this important process. Our customers ship us machines that are critical to their revenue generation so it’s important for us to minimize the time that we spend holding and repairing the machines. We use Giva to coordinate the intake, processing, repair and outbound shipment back to our customers. We’ve achieved exceptional results using Giva and significantly improved repair team productivity and customer satisfaction. We know all the intricacies of repairing our machines, but we are not tech savvy with software. Giva was very easy to configure to our unique needs using its very intuitive administration. Our account manager provided hands-on assistance that sped the deployment and allowed us to fully vet Giva during our 30-day trial. It only took about 20 minutes to train our repair team on how to use Giva since it’s simple and very intuitive to use. Using Giva we architected our entire repair workflow to use mobile phone texting to keep our customers apprised of all stages of their repair. The major benefit is that it keeps them up to date in real-time so they do not have to call our facility for updates and they know exactly when they will receive their machines back.

Cons

None...nothing to add or complain about.

Review Source

DA

Diane A.  
Manager, IS Service Desk  
Hospital & Health Care  
Used the software for: 2+ years

### "Great Business Partners"

March 8, 2024

5.0

Excellent! Team is very helpful and responsive to questions.

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.

Reason for choosing Giva

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

Review Source

WL

William L.  
IT Help Desk Supervisor  
Law Practice  
Used the software for: 2+ years

### "Invaluable tool to deliver very high customer satisfaction to our attorney customers"

May 16, 2019

5.0

We are able to meet and consistently exceed our SLAs with all the functions/tools Giva offers. Our SLA compliance has increased about 35% using Giva. The red, orange and green on our dashboard charts/metrics keeps us all focused on the key issues impacting our attorneys. The highly integrated Knowledgebase is a very valuable tool that has enabled us to increase first contact resolution and customer satisfaction, and has helped significantly decrease call times. Giva is an excellent and invaluable tool that keeps us highly productive and our customers happy!

Pros

I supervise a large group of Level 1 help desk people at a large and very busy law firm. I’ve been using Giva at this firm and a few years at the previous law firm I worked for. The Giva Dashboards are just what we need to keep on top of all the hot issues that need attention and our productivity has increased about 45%. No issues go unaddressed and that has helped lift and sustain our very high customer satisfaction. My entire team loves using Giva and it helps them meet the high expectations of our busy attorney customers. Giva is very easy to learn; our new agents become fluent quickly by just using it.

Cons

None right now, my team is very happy with Giva.

Review Source

JM

JC M.  
VP Information Technology  
Hospital & Health Care  
Used the software for: 2+ years

### "Giva helps IT deliver excellent customer satisfaction to our users"

June 5, 2019

5.0

Since I’m the VP Information Technology, I am mostly interested in the dashboard and reports. With the dashboard, I have a bird’s eye view in real-time of what’s going on in our organization. It’s easy to determine if there are issues that may need my attention or action. The reports allow for very granular deep dives and root cause analysis of our data. It’s easy for me to run any report and I don’t need any specialized knowledge. My team is very happy using Giva as well.

Pros

We are a large health care system and been using Giva since 2012 and it’s helped us tremendously and it’s had a big positive impact on our customer service delivered by the IT organization. Giva is constantly innovating and delivering new functions to their products. They come up with a lot of refreshing and new ideas that they bounce off of us and indeed listen to what we have to say. They’ve implement many our suggestions over the years and we very much value this in a cloud vendor. Since Giva is HIPAA compliant we are assured that our data is secure in the cloud.

Cons

There are no negatives that my team can think of.

Review Source

JG

Joe G.  
Customer Service Manager  
Hospital & Health Care  
Used the software for: 1-2 years

### "Excellent cloud customer service solution & it’s HIPAA compliant!"

April 4, 2019

5.0

Affordable, easy to use, tech support is excellent, Giva keeps on adding new features all the time with new releases each month. We have increased productivity by say about 70%. Now issues remain open less time and as a result our client satisfaction has increased by at least 50%. Giva has all the features and more to compete with Zendesk and Freshdesk , but it has a much more affordable price and better tech support.

Pros

It’s great customer service software in the cloud. Easy to customize, set-up/administration is logical and simple, don’t have to be tech savvy to use the reports and dashboard. There are many excellent triggers and workflows available in Giva to automate tasks. We need to be HIPAA compliant and Giva has all the legal and security compliance reports. Giva allows us to be very well organized and has the impact of 1+1 =3 on our team. It also helps our clients become more organized and efficient as well. We have eliminated using an encrypted email service which is very time consuming.

Cons

Hard to think of any now. We all like the product a lot!

Review Source

OB

Olivier B.  
Senior Business Analyst / Project Manager  
Retail  
Used the software for: 2+ years

### "Superb Service Desk for a very large retailer. Excellent dashboard and Reports "

June 25, 2018

5.0

We have a lot of product requires since we run a large retail operation. Reports are exceptional; helps me save many days of work each month and increased team productivity 50%. Senior management loves the high granularity of metrics. Low TCO and high ROI on our labor and money invested in Giva. Great Tsunami Ticket to help consolidate issues in a major outage. Giva is a tremendous value for the price.

Pros

Awesome homepage dashboard with lots of functions that help us focus and on top. Very nice interface, not cluttered and easy on my eyes. Quick to learn and very little resources to maintain in the cloud. We use multiple service desks: IT, Financial, etc. It is a great value as we have multiple instances of Giva running with no additional. They're always asking us for feedback and they implement changes often. We are fans!

Cons

Giva is not infinitely customizable like Remedy or ServiceNow, but the lower cost of Giva is worth the tradeoff. Wish they had an AI robot that I could send to work while I sleep in. I'm sure it's coming soon :)

Review Source

VR

Verified Reviewer  
Business System Analyst  
Medical Practice  
Used the software for: 6-12 months

### "Affordable and easy to use HIPAA compliant help desk "

June 6, 2018

5.0

Pros

We needed to change to a HIPAA compliant helpdesk because our users needed to send PHI, at times. We selected, Giva which provides robust functionality and most importantly is HIPAA compliant. We love Giva. It was easy to get up and running at and the technical support was excellent. We found Giva to be easy to work with and administer. The Reports and Dashboards are excellent. We got HIPAA compliance for a great price with great functionality. Giva is a 5 top rating.

Cons

Giva lacks the functionality to reply to a ticket directly through Outlook.Users are required to communicate via the portal

Review Source

Response from Giva

March 15, 2019

Giva tech support showed this customer how to configure the reply to a ticket function. It is just a checkbox.

SW

Shirley W.  
President/CEO  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Worth its weight in “Gold”; saved two clients and increased productivity 20%"

May 15, 2019

5.0

Giva is an extraordinary value since it’s affordable, highly customizable and easy to get started. Giva allowed us to “shine a light” on all of our workflows and identify areas where improvement was necessary. This saved us from losing two clients so the ROI has been outstanding in just a short amount of time. The Giva customer service team is great; always very helpful and thorough. Just like the whole app, the reports are intuitive and we can keep drilling down to gain deeper insights and root cause.

Pros

We love Giva. It helped us immediately find gaps in our workflow processes. This has had a profound impact on transparency and workload balance. The reports and dashboards uncovered some key internal processes impacting customer satisfaction that we suspected were awry, but had no hard data to support until using Giva. Giva helped open our eyes to these issues with objective data. We are now reengineering these processes and can then closely monitor the changes made and keep on iterating. In addition, we increased Agent productivity about 20% in just the first few months and we anticipate realizing an even a higher increase in productivity. The entire app is intuitive, easy to navigate and easy to get up and running on and use day-to-day. My team are not all very technical, but they quickly learned how to use Giva. It was simple for us to get started and customize on the fly and grow into Giva as our needs change.

Cons

No "cons"; it does all that we need it to do.

Review Source

KD

Karen D.  
EHR Systems Administrator  
Non-Profit Organization Management  
Used the software for: 6-12 months

### "Easiest to use HIPAA compliant customer service software"

May 14, 2019

5.0

We can now collect and share patient health information securely with Giva using the self-service portal. This is a big benefit to support our affiliates. It’s nice that each person can have their own personal home page dashboard with little drag and drop cards from a library….very cool! New releases come about once per month and there’re never disruptive. It’s great to get a slow steady flow of enhancements packed with value. Giva listens to their customers like me for feedback.

Pros

Giva is easier to configure and administer than Freshdesk and Jira, as well as other cloud customers service software that I’ve used in the past. Giva is intuitive, friendly and quick to configure with lots of room to grow in customization. The screens are clean, straight forward and intuitive. It was easy and simple for our team to get started. It’s a great all in one system. They provided high touch support when we needed it during trial so that we could make sure all our requirements were met before buying.

Cons

No complaints at all. We are very happy with Giva.

Review Source

VC

Vincent C.  
Project Coordinator  
Hospital & Health Care  
Used the software for: 2+ years

### "Simple, straight forward, and efficient help desk software."

August 30, 2017

4.0

Reduced time supporting the "help desk software".

Pros

It is a good, stable, basic help desk software application that is not over-burdened with complex configuration and setup. The user interface is simple and straight forward, freeing up the user to focus on the help desk issues, not the help desk software. The Giva support staff always provides intelligent and informative responses in a professional and timely manner.

Cons

Having come from using similar on-site software, I miss having direct access to the source tables to create more complex custom reports. But Giva does have a lot of customizable reports that will meet most needs.

Review Source

DG

David G.  
Director IT  
Medical Practice  
Used the software for: 6-12 months

### "Excellent value at an excellent price!"

February 21, 2018

5.0

tons, Reporting, SLA's, KPI reports and great metrics, helped users see where their tickets stand. Just love it!

Pros

I like the fact that cust support is always available to assist if you have any questions (during setup). I love the ease of use and there is really very little training needed. The customer support is top notch in that within setting up a Critical ticket they respond quickly. I feel this product surpasses many others that don't even come close. I plan on using GIVA for a LONG time

Cons

None really to mention at this point and time. Well maybe one item but not a major concern of mine. It's the fact they don't have a customer support line. A support request has to initially be done by submitting a support ticket in the Giva system. However, for complex issues, after I submitted a ticket, I did get phone calls back and we engaged in a screen share to resolve my questions. That was very helpful.

Review Source

KC

Kristi C.  
Business Analyst  
Government Administration  
Used the software for: 2+ years

### "Love the Giva dashboard! It makes my job so much easier."

June 17, 2019

5.0

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.

Pros

I’ve increased my productivity by 30% using Giva. The KPIs widgets on the dashboard allow me to quickly see where issue are at. It’s a great visual warning system. It helps all of us plan our workload and prioritize with little effort. Giva is very simple to learn and use. We all use the tools offered in Giva to stop “reinventing the wheel” by easily leveraging and reusing information in cases. There are lots of warnings and visuals to make sure we are using the system correctly.

Cons

I love Giva so nothing to write about.

Review Source

John A.  
Call Center Manager  
Transportation/Trucking/Railroad  
Used the software for: Less than 6 months

### "Stands out from the rest for features, price and superb customer service."

November 15, 2017

5.0

Pros

Before selecting Giva, I tested 15 different customer service/help desk SaaS options including Salesforce.com, Zendesk and Zoho. Giva stands head and shoulders above them all. The interface is very intuitive and easy to learn, it does not take long at all to train personnel on how to use it, and the features make it an amazing value for the price. It's also HIPAA Compliant, which is extremely important to my company. Every concern that I had, I was able to work through with some guidance from my account manager. The customer service has been exemplary.

Cons

None from my experience.

Review Source

SD

Suzanne D.  
Director Enterprise Services  
Higher Education  
Used the software for: 1-2 years

### "Easy to deploy and great support"

January 9, 2017

5.0

After a careful search of numerous ITSM tools, we selected Giva based on its ease of use, quick deployment and great support by the company. We also enjoy the standard reporting that comes with this application and makes our data results easy to share with others. We worked together on the AD integration and found the support team quite helpful and eager to ensure our needs were met. We look forward to continued success with this application and the Giva team we work with.

Pros

Ease of use and deployment; reporting is easy to use and tailor to our specific needs; customer support is prompt and eager to help; clean lines of the application; iterative approach to a request for enhancement (Agile programming).

Cons

N/A

Review Source

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