Giva Reviews

Pros

The centralized location where all requests come through is what stands out most to me. We can quickly route them to the right departments and track their performance and turnaround times.

Cons

When it comes to it, there really aren't any dislikes for me. New features are added every month and our account representative is always available when we need help.

Pros

Stability, simplicity and ease of use are what I appreciate most about it. My team can stay organized, track issues efficiently and maintain our high level of customer service. Over the years, we've seen it evolve to keep up with changing technology needs while still keeping the interface clean and easy for us to use.

Cons

Reporting tools work well for me but I would like to see more advanced analytics and customizable reporting options.

Pros

For my team, it has proven invaluable in supporting our diverse technology product ecosystem which includes more than a dozen different software products ranging from our BankingQ product to our Prior Authorization platform. Its ticket management system allows us to efficiently track and resolve customer issues across multiple healthcare applications while serving more than 200 employees. What particularly impresses us is its staff performance reporting which gives us useful insights into our team's productivity and response times without penalizing staff for factors beyond their control. We plan to build out our knowledge base so we can make use of its powerful AI Copilot which is included as standard and is private and covered under our BAA.

Cons

The new releases come very quickly so we have to read the release notes every three weeks but we don't need to reconfigure anything. It is not a serious complaint and we have been happy using it since 2017. Our customers are also very happy and it helps us meet the high demands of a healthcare and HIPAA environment every day.

Pros

One thing that really sets it apart for us from other solutions we've used is their exceptional response to enhancement requests. Unlike competing platforms that either charge us premium prices for customization or put requests into never-ending backlogs, it actively works with us to make the improvements we need. When we identified a reporting gap related to resolution versus closure timing, it quickly worked with us to develop a solution that met our exact requirements. Its agile development approach, with new monthly product releases, provides tremendous value to us compared with other vendors that might only deploy critical security updates each month. This continuous improvement model ensures we consistently benefit from new features and enhancements without additional cost or long implementation delays. Their feature-rich interface gives us all the capabilities we need.

Cons

At this point, the IT and other teams don't have any cons to mention. Whenever we bring an issue to the company, they address it.

Pros

The email-to-ticket conversion functionality has been a game-changer for us, allowing us to easily track and validate patient requests and have them automatically routed to the right person. These features have aligned our workflow and reduced duplicate requests which has improved our overall efficiency. Overall, we rate its functionality a 9 out of 10. The macro functionality is one of its standout features for us, increasing our productivity by approximately 30-40%. These pre-set response templates help us keep our communications consistent and have significantly reduced the number of follow-up requests we receive. It not only saves us time but also improves the patient experience by providing prompt and standardized responses.

Cons

We have had a very positive experience with it so I don't really have any negative feedback. The IT SaaS customer service product is a real standout for us.

Pros

A standout feature for our team is the customizable dashboard which allows each team member to adjust their view according to their specific needs. The email notification function has been particularly helpful for our affiliate organizations because it keeps them informed about ticket updates without requiring them to constantly log in to the IT system. We've also found the video tutorial library to be an excellent resource for our continuous learning and feature exploration. These tools have helped us with onboarding and new users typically become proficient with the system within an hour.

Cons

As you can probably tell from this review, I really don't have any complaints.

Pros

We've been using it for over five years and I've found it to be an invaluable IT service management tool. It has a simple, beautiful, simple and aesthetically pleasing design that has significantly improved our productivity especially with onboarding and offboarding processes. We know it may sound odd to call an IT tool "beautiful" and "aesthetically pleasing," but after using it for a while, you may 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 using its parent-child ticket functionality, we've aligned our workflows and increased efficiency by approximately 50%. Once we fully update our IT administration configuration, 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 it so I don't really have any feedback to add for this question.

Pros

Overall, I would rate it around eight or nine out of ten and they have been an exceptional company to work with. At our large law firm, I manage the library and knowledge management department and we have used it for two years across several other departments as well. The initial setup was very easy compared with other software deployments I have handled and I really like the step-by-step administration. We started with basic features and added customizations as needed, while the friendly interface made it easy to use. The team was also available whenever we needed help and our LDAP and SSO integrations went smoothly.

Cons

At the moment, there aren't any aspects of it that I dislike. They keep releasing new features almost every month which I appreciate.

Pros

At my company, I am the head of IT & ISEC for a business that develops, constructs, owns and manages industrial, office and retail real estate properties throughout Mexico. Our portfolio includes 236 industrial and 17 retail properties in 20 cities across Mexico, with approximately 3.2 million square meters of leasable area. We are a publicly traded company. With its IT ticketing system, we have achieved outstanding business results. Our IT help tickets are now resolved 60% to 70% faster because it is easy to use and gives my team tools that help speed up resolution. We now meet our service level agreements (SLAs) 95% of the time, compared to only 70% before. The dashboards give us a broad view of what is happening with each ticket. We can quickly speak with department directors and get the right people involved. My team's productivity has also increased by approximately 50%. It helped us eliminate many manual processes and gave us excellent tools and features for automation. We have been adding to the knowledge base as we go so we can use those solutions again. The custom forms for each category help us capture additional specific information for every request.

Cons

There are no feedback or complaints from my team.

Pros

Supporting 1,800 County employees and contract providers is my team's responsibility. With it, we lowered our five-year total cost of ownership (TCO) by over 50% compared with an on-premise solution. We have three independent service desks configured in it to help us maximize productivity and stay focused. Our agents have increased their productivity by approximately 30% over the last 18 months using it. Configuration is easy for me and I find it very simple to work with. When I bring 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 fix the situation before it is too late. If a survey rating falls below a certain threshold, I automatically receive an email warning. This has helped us increase customer satisfaction by 40%. The IT ticket is well organized and I can quickly see the most recent tickets and whether 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 them. I like the mandatory fields for opening and closing tickets. In our old system, many tickets were incomplete. Anytime I want to add a new field, I can do it in 30 seconds in the IT administration. Ticket searches are 100% faster for us than they were with our old product.

Cons

No missing features. It has a ton of bells and whistles, with about one new release each month.

Pros

The focus on measurement benefits my daily work making it easier to manage my time while helping us attract more satisfied customers.

Cons

Before I started using it, I honestly thought doing excellent work would be difficult with it.

Pros

From our experience, getting up and running with it has been exceptional and super easy right "out of the box." There is depth to the configuration options but they are presented in a way that is easy for me to understand step by step. We can do as much customization as we want when getting started and then use more advanced options as we grow into them. Although there is a library of video tutorials and training materials, I became highly productive with it after just 3 days without using any learning materials. In our past experience with other systems, it took us many weeks to become productive. We compared it with KACE 1000 by Quest, Spiceworks, AutoTask and others. Its user interface is much more elegant, well designed and easy for me to look at all day.

Cons

Nothing negative comes to mind right now. It has been a great experience for me to learn and use.

Pros

Having enterprise-level features without the enterprise-level price tag is important for us because we cannot afford the higher cost. We looked at many different options and were happy to learn that we could do so much customization with it. Getting useful information out of it is easy for us, while other systems have a lot of friction. My team is very impressed with its capabilities despite their experience with enterprise tools such as ServiceNow and Remedy. There is so much value in it that getting approval was easy for us. We evaluated and compared it with Jitbit and Spiceworks and selected it because it offers a lot of value and utility. It has about 85% of ServiceNow's features and functions at a much lower cost. Deployment was easy for us with its easy-to-use administration.

Cons

There is nothing for me to complain about. We are very pleased with it.

Pros

With 20 years of experience using various service tools such as ConnectWise, HP Service Manager, BMC Track-It and Remedy, I find it better than all of them and a great value. It is the new generation of cloud technology, it looks sharp and is very easy for me to configure and customize. The technical support is excellent and very responsive and they always provide thoughtful answers to us. The customizable dashboard gives us the visibility we need to make sure all areas of support are providing top-notch service.

Cons

No cons to mention. I think it is amazing that they launch a new release every three weeks with so many new features.

Pros

Submitting a ticket with its severity level and description lets me get it to the right IT channels for fixing. It keeps communication across the whole team instead of having one person work on the issue and it helps us avoid duplicate work and identify patterns.

Cons

I can't see whether someone else on my team has created a similar ticket to the one I am about to submit.

Pros

For our busy Help Desk, it provides a fantastic tool for tracking issues as well as escalating and communicating among the various groups in our 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. As the Reports guy, I can drill down and get the information I need very quickly. The Knowledge Base gives us a place where we can store information that can be retrieved easily. I've been using it for over 17 years at this law firm so I've seen it evolve. They continuously upgrade it with releases 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 so when new releases come out about once a month, I struggle a little while adjusting. However, the releases are backward-compatible and have never caused us problems. Our customizations stay intact so all the tools I need are still there. When a change to the ticket screen was not working well for us, they fixed it within a few weeks.

Pros

The clean, minimalist appearance and organization of information are things I love about the user interface. Since the product lives in the cloud, we can access it anytime and anywhere. It has been very reliable for us and we have had 100% uptime with the product for 2 years now.

Cons

Some people on my team would like built-in workflow options but that is not available at this time.

Pros

Customization based on our business needs and user profiles is a big benefit for me. We get a lot of visibility into ticket reporting and history. The forwarding rules and ticket generation rules are flexible and can be adapted to our business needs.

Cons

The Ticket field requires me to do a lot of scrolling down.

Pros

Logging in and getting up and running is all it takes with this system. It is direct and succinct for me. That's all for now.

Cons

I am not able to customize it enough to fit my personal needs. I use it every day and would like to add my own touch, such as a daily inspirational quote or a goal tracker.

Pros

For me, it is easy to use.

Cons

There is nothing I dislike about it.