IT Help Desk Cloud Software for Call Tracking


Giva eHelpDesk is a 100 percent cloud based, ITIL-compliant IT help desk solution that:

  • Increases first-call resolution by building a knowledge base that captures lessons learned
  • Reduces call length by auto completing, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
  • Increases customer satisfaction by speeding problem resolution and providing consistent, fast answers
  • Boosts SLA compliance by automating SLA breach notifications based on escalation business rules
  • Decreases request resolution times by providing tools that help quickly diagnose the cause of problems and rapidly route requests
  • Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
  • Decreases call volume and identifies opportunities for business process improvement with root cause analysis
  • Increases efficiency by defining and enforcing standard service management business processes
  • Increases agent productivity by providing automated workflow and escalation
  • Speeds business decisions by delivering accurate, real-time reports
  • Optimizes staffing levels by providing trend reports
  • Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails




Here are some screen shots of opening a service request in Giva eHelpDesk:

1 Open a service request2 Check recent activity

3 Mouse over to select category menu

4 Use mouse to select iPhone 5 problems




7 Helpful knowledge article can be tied to each nature of request as option


8 Copy article to the resolution by clicking copy to resolution




Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms