eHelpDesk Pricing, Features, Reviews & Comparison of Alternatives

eHelpDesk

Cloud based help desk software for businesses of all sizes

4.87/5 (15 reviews)

eHelpDesk overview

Founded in 1999, Giva is a cloud-based help desk management suite which supports a range of products including, ITIL help desk, asset & knowledge management, change management, and a mobile app for Techs to manage relationships on the go. Giva is HIPAA compliant.

Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

Optimized for mobile, Giva allows you to view, manage and prioritize open tickets, as well as track time worked on tickets while on the go via mobile or tablet devices. The Giva mobile application is HIPAA-compliant and fully browser-based, so there's no need to download or install anything.

HIPAA-compliant encryption-at-rest ensures all sensitive health and medical record data is managed safely and securely. Giva provides all customers with the extra security and peace of mind of HIPAA compliance at no additional cost.

Giva’s cloud help desk is designed to streamline ticket management by organizing and prioritizing tickets, plus measuring customer satisfaction, agent performance and team productivity from a central location. The Giva dashboard provides real-time colorful charts and metrics, to help monitor all customer activity closely to ensure no request or issue is ever overlooked. Giva offers tools to help you address the most critical issues first and manage all conversations through a single unified app. You can streamline processes with business rules and automating workflows and providing 24/7 support through a branded self-service portal and knowledge base.

Giva’s asset management solution offers a configuration management database (CMDB) providing accurate and up-to-date information on all the IT assets and configurations, as well as custom assets. This database provides a central location from which to track all interrelationships between assets, incidents and problems

Giva’s knowledge management software helps create, categorize and retrieve knowledge, that helps increase first contact resolution and allows self-service to decrease call volume. The change management software enables you to monitor change requests and approvals from a single screen to meet all compliance requirements such as Sarbanes-Oxley Act (SOX).

Pricing

Starting from
$29/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, Europe and 3 other markets, India, Middle-East and Africa, United Kingdom

Supported languages

English
eHelpDesk screenshot: Dashboard for Real-time Metrics and Key Performance IndicatorsAdmin Intro eHD v2.0 (final)eHelpDesk screenshoteHelpDesk screenshoteHelpDesk screenshoteHelpDesk screenshoteHelpDesk screenshot: Access Giva on any internet-enabled deviceCreate Ticket - HD v2.1 (final)Reports - HD v3.1 (final)v3.3 Dashboard v4 (final)

eHelpDesk reviews

Excellent
13

Very good
2

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.6
  4.3
  4.9
  4.7
Robin Haynes

Top 100 law firm using Giva for 17 years with excellent results

Used daily for 2+ years
Reviewed 2018-07-13
Review Source: Capterra

Giva is easy to learn and use, very visual, and the dashboard is amazing. It allows us to ensure that issues are tracked from first contact through resolution and gives us access to the information we need to resolve them. New agents are productive using Giva is just a few days. We use the Knowledgebase a great deal. It is easy to use and allows us keep a very high first call resolution.

Read the full review

William Lingham

Invaluable tool to deliver very high customer satisfaction to our attorney customers

Used daily for 2+ years
Reviewed 2019-05-16
Review Source: Capterra

We are able to meet and consistently exceed our SLAs with all the functions/tools Giva offers. Our SLA compliance has increased about 35% using Giva. The red, orange and green on our dashboard charts/metrics keeps us all focused on the key issues impacting our attorneys. The highly integrated Knowledgebase is a very valuable tool that has enabled us to increase first contact resolution and customer satisfaction, and has helped significantly decrease call times. Giva is an excellent and invaluable tool that keeps us highly productive and our customers happy!

Read the full review

JC Muro

Giva helps IT deliver excellent customer satisfaction to our users

Used daily for 2+ years
Reviewed 2019-06-05
Review Source: Capterra

Since I’m the VP Information Technology, I am mostly interested in the dashboard and reports. With the dashboard, I have a bird’s eye view in real-time of what’s going on in our organization. It’s easy to determine if there are issues that may need my attention or action. The reports allow for very granular deep dives and root cause analysis of our data. It’s easy for me to run any report and I don’t need any specialized knowledge. My team is very happy using Giva as well.

Read the full review

Olivier Borno

Superb Service Desk for a very large retailer. Excellent dashboard and Reports

Used daily for 2+ years
Reviewed 2018-06-25
Review Source: Capterra

We have a lot of product requires since we run a large retail operation. Reports are exceptional; helps me save many days of work each month and increased team productivity 50%. Senior management loves the high granularity of metrics. Low TCO and high ROI on our labor and money invested in Giva. Great Tsunami Ticket to help consolidate issues in a major outage. Giva is a tremendous value for the price.

Read the full review

Pete Mannarino

35% increase in productivity & eliminated 15 hours/month on Report preparation

Used daily for 6-12 months
Reviewed 2019-05-06
Review Source: Capterra

We’ve achieve excellent business results with Giva having increased IT productivity about 35% and we eliminated about 15 hours/month that use to be spent on Report preparation. All the information that I need is at my fingertips with Giva’s Reporting engine. The charts and graphs are clear and allow us to visualize data to identify trends and patterns. The administration is easy to use and logically well organized. We don’t need a dedicated Admin and/or Report person like I did with other vendors mentioned.

Read the full review

eHelpDesk pricing

Starting from
$29/month
Pricing options
Free trial
Subscription
View Pricing Plans

Team: $29/month
Business: $39/month
Professional: $69/month

eHelpDesk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Instant Messaging (84 other apps)
Social Media Integration (72 other apps)

Additional information for eHelpDesk

Key features of eHelpDesk

  • Automated Routing
  • Automated Rules & Workflow
  • Branded Self-Service Portal
  • Change History
  • Charts, Metrics & Analytics
  • Communication Management (Email, Call, Chat)
  • Compliance Reports
  • Configuration Management Database
  • Customer Engagement Center
  • Dashboards & Reports
  • Data Encryption
  • Data Visualization
  • Drag & Drop Functionality
  • HIPAA Compliance
  • Help Desk
  • IT Asset Management & Tracking
  • Knowledge Management
  • Known Issue Management
  • Live Chat
  • Mobile optimized
  • Natural language, Boolean, & Keyword Search Engines
  • Prioritizing
  • Queue Management
  • Real-Time Monitoring
  • Support Ticketing
  • Ticket Management
  • Widgets
View All Features

Benefits

• Giva delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training.

• Robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making.

• Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership.

• Giva’s dashboard supports colorful charts, metrics and analytics, providing complete visibility into critical issues and priorities. Everybody can quickly build their own personalized home page dashboard with widgets from a library by intuitive drag and drop capability.

• View, manage and prioritize tickets on the go using Giva’s HIPAA-compliant mobile app. There's no need to download or install anything as the mobile app is fully browser-based.

• Giva offers a highly customizable solution that can streamline processes with business rules and automated workflows according to the needs of your organization.

• Giva is a HIPAA-compliant solution, ensuring all sensitive medical records or healthcare data is managed safely and securely.