Cloud Software Features-IT Help Desk


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

  • Service level agreements
  • Automatic escalation rules engine
  • Customizable fields, screen, and options
  • Rich text formatting of requests, with the ability to attach screen shots and files to service requests
  • Automatic reminder of questions to ask, scripts, and standard operating procedures
  • Natural language, keyword, and Boolean search engine
  • Automated email-to-ticket creation
  • Parent/child service requests for high volume incidents
  • Reports can easily be configured, run, saved, shared, exported or emailed on-the-fly
  • More than 70 pre-defined, customizable reports
  • Customer satisfaction surveys
  • Self-service Web portal
  • Multiple independent service desks for use by other departments
  • Seamless integration with Active Directory or an HR database with REST based API
  • Seamless integration with Giva eKnowledgeManager™, Giva eChangeManager™, Giva eServiceDesk™, Giva eCustomerService™, Giva eAssetManager™, Giva eSoftwareManager™, and Giva eAutoDiscovery™
  • ITIL-compliant

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

 

Select a Root Cause:

9 Select root cause 1

 

Root Cause selected:

10 Select root cause 2

 

Select a Status of Closed:

 

11 Select status closed

 

Select an Assignee:

 

13 Select assignee 1

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Client Success

MetroHealth System Logo
  • 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
Athens Regional Health System Logo
  • 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
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use