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11 Best Giva Features and Benefits for a Help Desk

Best Cloud Help Desk Software - Giva Top Features and Benefits

Since 1999, Giva has been creating the most intuitive and easy to use help desk ticketing system. Your team will be able to create tickets fast–in just two "clicks"! With our real-time dashboards, robust reporting and intuitiveness, it's no wonder that Giva constantly beats products like FrontRange HEAT®, BMC® FootPrints™, BMC® Track-It!™, ManageEngine ServiceDesk Plus, SysAid HelpDesk and Salesforce.com® Service Cloud in head-to-head competition and in IT help desk software reviews.

Best-in-class IT Help Desk Reports

Quickly answering the phones or responding to emails from your customers is only one aspect of providing superior support. To truly help your customers, you have to be able to determine "why" they are calling. You need to identify ways to reduce call volume and glean other key insights that can help reduce call time, increase first call resolution and increase customer satisfaction. Giva reports get extraordinarily high marks from our customers. Our reports are designed by award winning Help Desk Institute (HDI) IT service desk practitioners. Instead of offering hundreds of report options, Giva's done the heavy lifting in report design/building so you can pick from a list of templates and instantly get actionable information with little effort. There is no need to learn Crystal Reports or any other reporting package. Giva has built our own reporting engine which is vastly easier to learn and use than other help desk applications. After your first click, you have KPIs, charts and metrics, and with another click can name, share or download the report. If desired, you can also quickly build your own reports from scratch with our report builder templates.

Easy to Customize and Configure

Your help desk system has to be flexible and adapt to the way you run your organization. Customizable help desk applications are great, but if they are not easy to use and maintain, then they will cost a lot of time and money over the long run. With Giva, you can define business rules and customize the workflow based upon how your organization works. Giva's built for small, medium and large organizations. For example, a five person department can be up and running on Giva in just hours or an organization with a hundred IT people can start using Giva in just days. Also, multiple independent service desks to be used by human resources, operations, facilities, etc. where each service desk can be uniquely customized with strong role based administration. Giva's focus is to make sure that our help desk support software is always easy to set-up and maintain.

Simple & Elegant Cloud Help Desk Software – Intuitive & Easy-to-Use

No, we're not Apple Computer, but our customers swear we were picked from the same tree. We have legions of designers that nitpick interface details down to the pixel level for the benefit of our help desk application. The brightest Silicon Valley software industry usability experts and interface designers mull over the look and feel of Giva's help desk ticketing system with every new release. Yes, our teams have legendary fights, but all this obsessive gnashing yields help desk software that is so simply elegant. If this was easy work, then all IT help desk software would look like Giva. Our customers give us a constant flow of kudos that sustains our high bar and it fuels Giva to continue to obsess over every detail to give you an unparalleled experience.

Seamlessly Integrated Help Desk, Knowledge Base, Change Management and Asset Management

Giva's help desk application integrates with a knowledge base application, which allows you to very easily create and maintain knowledge articles/solutions and an FAQ, helping agents to quickly find solutions to issues, and providing self-help capability for your customers. Giva also offers asset and change management applications, which tightly integrate with the ticketing system for ITIL best practices. Assets and tickets can easily be linked to change requests, which allow for better tracking, faster resolution and helpful root cause reporting.

Best Help Desk Dashboard

Giva provides a truly illuminating IT help desk dashboard. No matter what the size of your service desk team, they need to quickly identify issues that require immediate attention. That's why we have spent so much time designing a truly extraordinary dashboard with the help of many successful CIOs and help desk managers. The Giva help desk system dashboard shows only what is important and needs action and not any more or less information. This keeps the help desk and other service groups like desktop, networking and applications extremely focused on the most urgent issues. With Giva, nothing will ever again "fall through the cracks"; we give your IT and service desk teams a laser like focus.
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IT Help Desk Service Level Agreements & Ticket Escalations

One of the most important aspects of a help desk is making sure your customers' issues are being solved quickly and efficiently. Service level agreements (SLAs) with automated escalations insure that service requests are resolved by a severity level based upon your customer's urgency. Using an intuitive color coded system on the dashboard, you can quickly view which help desk tickets are under, just under or over your defined service level agreements. If a support ticket breaches the service level agreement, our automated escalation rules engine notifies the most appropriate people or teams so the issue is never overlooked.

Help Desk Ticketing Program that Converts Emails To Tickets

Quickly responding to emails from your users is a critical part of every IT help desk. Giva streamlines this workflow by automatically and quickly processing incoming emails and converting them directly into new tickets or updating existing tickets. File attachments and screen shots in emails are also processed and become part of the help desk ticket. No more tedious cutting and pasting from emails to your help desk program.

Self-Help Reduces Calls & Increases Customer Satisfaction

One of the most effective ways organizations can reduce call volume is to provide users with a 24x7 IT help desk self-help portal. When you use Giva's knowledgebase, customers can search and resolve problems when convenient for them. Customers can also view, create or updates tickets and browse knowledge articles using a Google like interface that is simple and requires no training.

Stellar Giva Technical Support

You have a strong commitment to your customers and your help desk software vendor should be just as committed to you. Giva provides contractually committed respond and resolve service level agreements (SLAs) for technical support to all of our customers at no additional charge. Furthermore, we take great pride servicing our customers and earning high ratings from the customer satisfaction surveys that are sent out after each of your requests is closed to your satisfaction. Outstanding customer service is an important part of our company culture. Your voice is important to us for new product features and enhancements. We survey our customers on a regular basis to listen to your changing needs. Since 1999, our customers have been helping us make Giva a better and better product with every new release.