Giva Reviews & Product Details

We support about 15,000 employees/contractors across 50 locations of a 500 bed safety net healthcare system. Our organization has been a Giva customer for more than 11 years, and it has performed very effectively. Implementation was straightforward and efficient, ongoing maintenance has been minimal, and the platform has helped our Service Desk operate more efficiently. Following the transition, we reduced handling time by an average of 50 seconds per Service Desk call, which is significant given our annual volume of more than 100,000 calls. Giva’s reporting capabilities are robust and user-friendly. In addition, the Giva team has been highly responsive; when we requested scheduled reporting, they delivered a solution that eliminated the labor previously required to produce our 84 monthly reports. Staff that has been hired from other organizations comment on how much better Giva is than other Service Management tools they have utilized, including ServiceNow. Giva has also been a valuable partner in supporting our ITIL practices, particularly in Change Management. Finally, the Giva team has played an important role in helping our IS team—and teams across EVS, HR, Legal, Reporting, and Campus Transformation—streamline workflows. Our IS team is approaching its 1.5 millionth ticket. Review collected by and hosted on G2.com.

Although “dislike” is not quite the right term, we would welcome some the additional of workflow functionality within the tool. Giva is working on this and they launch new releases about once a month. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

There are times when tickets fail to create via email, however we are notified via Giva's automated email system. Review collected by and hosted on G2.com.

What impresses me most about Giva is their exceptional customer service and responsiveness to our needs. When I request modifications or new features, the team at Giva doesn't just listen—they act. Recently, I asked for changes to our Request for Change (RFC) reporting to include approval dates, and I was amazed to see this enhancement implemented in the next release. On a scale of 1 to 10, I'd rate Giva's customer service in the 9-10 range compared to our other software vendors. Their willingness to work directly with customers and incorporate feedback into product development is genuinely refreshing in today's software landscape.

The flexibility of Giva's RFC module has been particularly valuable as we work toward achieving ISO 27001 and SOC 2 audit certifications. The platform allows us to record and handle information appropriately, putting us on the right path for these critical compliance requirements. For a law firm operating in Delaware's fast-paced legal environment, having robust change management capabilities that support our audit requirements is essential, and Giva delivers exactly what we need.

Giva's dashboard customization capabilities have been a game-changer for our operations. I can log in and immediately see exactly what I need from a high-level perspective—SLA status, ticket counts for VIP customers, and other critical metrics that help both me and our help desk manager drive successful client service. The reporting functionality is equally impressive, allowing us to generate automated reports for our weekly change management meetings and SLA compliance reviews. These reports are delivered automatically to the right people, significantly reducing meeting preparation time and ensuring everyone has the data they need beforehand.

We've embraced Giva's AI Copilot capabilities and even implemented a custom integration with the International Legal Technology Association (ILTA) knowledge base, which has been tremendously helpful for our legal-specific software questions. This integration allows our help desk users to pull data from ILTA’s industry-specific forums, leading to faster resolution times and more accurate responses. Additionally, we're operating four different service desks beyond our standard IT help desk, including eDiscovery, Facilities, and KM/Library service desks, demonstrating Giva’s platform versatility.

Having previously worked with BMC Remedy and ServiceNow in larger organizations, I can confidently say that Giva fills the perfect sweet spot for medium-sized organizations like ours. While those enterprise solutions offer extensive capabilities, they require massive human capital investments to build and maintain. Giva provides the robust functionality we need without requiring it to be a full-time job to manage. The platform's HIPAA compliance, included at no additional cost, adds significant value and helps us meet the security certifications that our clients increasingly require. Review collected by and hosted on G2.com.

There currently isn't anything that I dislike about Giva Review collected by and hosted on G2.com.

PACE Review of Giva AI capability

Using Giva's AI text rewriting capability has significantly improved our help desk communication by making interactions more empathetic and customer friendly. The AI consistently rewrites our responses in a tone that is both professional and warm, which has helped us build better relationships. This helps our team save time in that we can quickly write terse statements with all the facts and then Giva’s AI capability does the rewriting until we are happy with the content and tone of the response.

This feature has increased customer satisfaction by making our customers feel genuinely cared for by my team. Overall, Giva's AI text rewriting has become an invaluable tool in enhancing the quality of our customer service. Review collected by and hosted on G2.com.

I do not have anything to say about any dislikes. The price is great, service is amazing, and easy to use and setup. Review collected by and hosted on G2.com.

I really appreciate the simplicity and intuitiveness of Giva eHelpDesk. Its interface is very straightforward and not overly complex, which makes it easy to use for ticketing and service management. This user-friendly design significantly facilitates keeping track of tickets and managing knowledge and fixes without unnecessary hassle. Additionally, the initial setup of Giva eHelpDesk was very easy and seamless, which enhanced our onboarding experience. This ease of use is a standout feature for our team, making Giva eHelpDesk an ideal tool for our needs. Review collected by and hosted on G2.com.

I wish Giva eHelpDesk had a round robin ticketing component. Currently, I have to use a separate program, Zoom, for this feature. It would be more efficient to manage everything within a single application rather than switching between two. Review collected by and hosted on G2.com.

We are a large organization with over 5K employees across many departments. GIVA is a user friendly tool that tracks requests and turn-around-times quickly and efficiently. The tool reduces emails and holds folks accountable for their requests. Also, there is a robust reporting suite allowing for any needed info to be quickly retrieved. Review collected by and hosted on G2.com.

There are no dislikes from our perspective. We just look forward to what is to come as new products or enhancements! Review collected by and hosted on G2.com.

I like that it gives you a better understanding of anything associated with front desk position Review collected by and hosted on G2.com.

nothing yet, this app is pretty amazing at the moment Review collected by and hosted on G2.com.

This program is excellent for its excellent ticketing, asset management, knowledge bases and change management. I like the fact that technical support is always available to help if there is any doubt, that is, customer service is top-notch, because when setting up a critical ticket, they respond quickly; use is very easy, as well as the implementation. It is also compatible with mobile devices, works very well on iPhone and Android. Another point in favor is that they update it continuously with launches full of useful functions without the need for excessive engineering. Review collected by and hosted on G2.com.

A disadvantage that has, is not so serious, is the fact that they do not have a customer service line at time real. That is, a support request must be made by sending a ticket in the Giva system. However, for complex problems after sending a ticket, they contact us via calls and agree to share screens to resolve any doubts. It should be noted that it is not a program that can be customized to your liking. Review collected by and hosted on G2.com.

My favorite part of Giva is the way it operates. It’s a smooth transition from prior systems we’ve used. The dashboard is user friendly even for the less tech savvy individuals in the office. Review collected by and hosted on G2.com.

I don’t have an issue with the software at this point. It’s been said in office and from other users that it doesn’t have the capability to have you add your own personalization or “touch” and maybe down the line that may be an issue for me but currently it has not been Review collected by and hosted on G2.com.