Help Desk Software in the Cloud
Giva earned a 4.9 rating (out of 5) of independent customer reviews of our helpdesk platform.
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Intuitive Dashboard
Ticket Creation Made Simple
Robust, Fast & Painless Reports
Set Up Quickly
Client Success
"Giva is easy to learn, quickly create service requests and it's very affordable. The reporting and dashboards are better than any other product. Giva is an extraordinary value and our customers are very happy!"
- Mike Norman, Director at MetroHealth
- Reduced initial contact time by 45% and increased first call resolution by 40% with Giva's intuitive case workflow and knowledge base
- Increased customer satisfaction by 45% since calls are shorter and the right answers are provided on the first interaction
- Reduced case volume by 35% due to using Giva's customer self-help portal
Videos of Giva Help Desk Platform
Problems Giva Help Desk System Solves
- Agents "reinventing the wheel" with each new call
- Customers opening unnecessary tickets
- Agents feeling disorganised and overwhelmed
- Too many tickets with no priority
- Long resolution times
- No way to measure customer satisfaction and how Agents are performing
Rich Dashboard with colorful charts/metrics
Real-time monitoring of all activity so every customer request is addressed without exception. Nothing is ever overlooked.
Features & Benefits of Our Web Based Helpdesk Software
Robust, fast, and painless reporting for higher-quality decision making.
Quickly measure customer satisfaction, responsiveness and team productivity.
Deploy in days, train in 1 hour.
The Apple MAC of help desk software. Intuitive and easy to use.
Focus, prioritise and address the most urgent matters.
Service level agreements with respond and resolve goals can be applied to tickets and tracked on dashboards and reports.
All conversations in one place — Email, Call, Chat.
Conversations are centralised and easily shared with all Agents.
Automated rules and workflows.
Agent productivity is increased by eliminating manual tasks.
Branded self-service portal and knowledge base.
Reduce calls and provide 24 x 7 support at no cost.
Giva Cloud-Based IT Help Desk Software is HIPAA Compliant
- Giva makes HIPAA compliance very easy for our customers since the data centre, hardware and software infrastructure of Giva's IT help desk tool meet the very strict HIPAA compliance regulations.
- Giva uses HIPAA-compliant data encryption to ensure that all PHI data in hospital and healthcare electronic health and medical records is secure.
- Giva's HIPAA-compliant backup strategy creates regular backups on a daily and weekly basis to enable the ability to quickly restore data from encrypted backups, if needed.
- Giva's HIPAA-compliant security approach uses a comprehensive, multi-tiered security strategy to protect PHI in electronic health and medical records combined with a multi-tenant infrastructure to manage costs for our customers.
- A security-first approach means that a regular assessment of application vulnerabilities is a key part of providing the highest levels of data security for PHI from electronic health and medical records. Proper log management is utilised for anomaly detection and forensic analysis.
- Giva's HIPAA-compliant security policies go beyond basic data centre compliance and encompass how technology, people and process come together to drive outcomes to protect PHI in electronic health and medical records.
- All processes are validated against a rigorous set of controls by an independent team of CPA auditors. The annual SSAE 18 SOC 2 Type 2 compliance reports is issued and shared with all Giva customers upon request. Skilled HIPAA-certified engineers available 24/7/365.
Cloud-Based Ticketing System Dashboard & Features
- Cloud Ticketing System Dashboards - Provide actionable information to help reduce call volume and increase customer satisfaction. Helps teams focus on the right priorities and nothing is very overlooked with the red/yellow/green warning system.
- Reporting - Robust, fast & painless reporting for higher quality decision-making
- Easy to Use & Intuitive Administration - Deploy in days, train in 1 hour
- Ticket Auto Close Rules - Configure business rules and workflows to automatically close tickets
- Scheduled Tasks - Automatically open tickets in the future on a scheduled & recurring basis
- Customer Self-Service Portal - Round the clock access to help resources to solve issues
- Multiple Service Desk - Independent instances of Giva that are customised for any department
- Staff Performance Reports - Provide analytics and deep insights to better lead your organisation and manage all the important aspects of employee performance
- Tsunami Tickets - Link multiple tickets that are related to the same event & function as one ticket when updates are made; these are typically used during emergency events
- Parent/Child Tickets - Tasks can be added to tickets so projects can be managed and tracked effortlessly
- Quick Resolutions - Leverage valuable solutions already created by your term in previously resolved tickets
- Temporary Notes - Editable fields that are never tracked in the ticket history and can automatically be deleted
- Knowledge Base - Leverage solutions repeatedly and stop reinventing the wheel
- CC Customers and Assignees - Send notifications to multiple ticket on a single ticket
- Broadcast Messages - Rapidly and efficiently communicate critical information to agents and customers
- Track time worked - Enables analysis of time spent to increase productivity or use as an input for billing
- Multiple Service Desk Prompt at Login-Allow Customers using the self - service portal to select the proper service desk assuring tickets are routed to the correct teams
- Complex Ticket Search - many search options to quickly find the correct information
- Copy/Duplicate Ticket - Allows rapid copying of all the ticket fields
- Service Level Agreements - Target Time or goal that can be linked to each severity level to measure and help achieve deadlines, deliver consistent service, and focus on the top priorities
- Automatic Escalation of Tickets - help ensures that nothing falls through the cracks with tickets not acted upon
- Convert Emails into Tickets - Allows rules to be applied to emails so they are converted into tickets and routed to the correct teams for quick action