eIssueTracking

Issue tracking software for small businesses

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Información general sobre eIssueTracking

¿Qué es eIssueTracking?

eIssueTracking by Giva is a cloud-based issue and incident tracking solution for businesses of all sizes. The software allows users to create and assign tickets, track and resolve incidents, set custom automation rules, prioritize tickets by dependencies and impact, send notifications, and more.

With eIssueTracking, users can manage all issues and incidents across their organization. The dashboard allows users to monitor all activity in real time to ensure that no ticket is overlooked or forgotten. Urgent tickets can be prioritized, and individual incidents can be linked to major issues. Configurable workflows enable the automation of manual tasks such as ticket classification and assignment, and requester notification, freeing up agents’ time.

eIssueTracking automatically suggests solutions to known issues before tickets are raised through the custom-branded self-service portal. Canned responses can be created and saved to speed up responses to common queries or notify customers. All conversations are centralized to provide agents with a full overview of ongoing issues. A range of reports can be generated to measure and track responsiveness, team productivity, and customer satisfaction.

Información general sobre eIssueTracking

Precio

A partir de
USD 29.00/mes

Opciones de precios

Prueba gratis
Suscripción

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


Funciones de eIssueTracking

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia
Idiomas admitidos
Inglés

Medios

The dashboard gives users an overview of all open, assigned, and unassigned tickets
Giva's reporting enables the identification of root causes
Users can track the number of tickets and responsiveness over time
Captura de pantalla de eIssueTracking: The dashboard gives users an overview of all open, assigned, and unassigned tickets Captura de pantalla de eIssueTracking: Giva's reporting enables the identification of root causes Captura de pantalla de eIssueTracking: Users can track the number of tickets and responsiveness over time

Opiniones de eIssueTracking

Opiniones de eIssueTracking

Calificación general
0
/
5
Excelente
30

Muy bien
5

Normal
0

Pobre
0

Malo
0

Relación calidad-precio
0
Funciones
0
Facilidad de uso
0
Asistencia al cliente
0
100% Un ha recomendado esta aplicación
Elaine tanner W.

Giva helped revamp our B2B repair operation workflow & significantly increased customer...

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.


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James F.

50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less...

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.


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Usuario verificado

IT/Ecomm Management

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.


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Angel S.

BIG increase in customer satisfaction, rolled out self-service portal to 900 people over...

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.


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Ken B.

Excellent Dashboards and Reports; Fantastic Customer Service

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.


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Elaine tanner W.
Sector: Artículos de lujo y joyería
Tamaño de la empresa: 201-500 empleados
Traducir a español
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Giva helped revamp our B2B repair operation workflow & significantly increased customer satisfaction

Software usado A diario durante 6-12 meses
Revisado el 11/6/2019
Fuente de la reseña: Capterra

Giva helped us make internal changes to streamline our operations and increase efficiency. With the Giva reports and dashboards, I can keep an eye on all the departments and see if we are all properly coordinating to get repairs done ASAP and machines shipped back to customers. Before Giva, I never had this visibility. Giva helped us focus on weak spots in make significant improvements in our workflows. Before using Giva, I could not easily measure the productivity of our repair operation. Now, I’ve got excellent tools to measure performance, productivity and customer satisfaction. Giva technical support is exceptional and we always get an immediate response with insights that help us to keep getting more out of the product.

Puntos a favor

We’re using Giva to track our busy B2B repair operation since none of our internal systems could optimize this important process. Our customers ship us machines that are critical to their revenue generation so it’s important for us to minimize the time that we spend holding and repairing the machines. We use Giva to coordinate the intake, processing, repair and outbound shipment back to our customers. We’ve achieved exceptional results using Giva and significantly improved repair team productivity and customer satisfaction.

We know all the intricacies of repairing our machines, but we are not tech savvy with software. Giva was very easy to configure to our unique needs using its very intuitive administration. Our account manager provided hands-on assistance that sped the deployment and allowed us to fully vet Giva during our 30-day trial. It only took about 20 minutes to train our repair team on how to use Giva since it’s simple and very intuitive to use. Using Giva we architected our entire repair workflow to use mobile phone texting to keep our customers apprised of all stages of their repair. The major benefit is that it keeps them up to date in real-time so they do not have to call our facility for updates and they know exactly when they will receive their machines back.

Puntos en contra

None...nothing to add or complain about.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

James F.
Sector: Hospital y atención sanitaria
Tamaño de la empresa: 201-500 empleados
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50% Increase in My Productivity & Giva is 70% faster than KACE, Spiceworks, AutoTask-Less Clicks

Software usado A diario durante Más de dos años
Revisado el 20/11/2020
Fuente de la reseña: SoftwareAdvice

I like the home page dashboard where I can add as many widgets as desired and resize them all to my liking I’ve not seen a software in the cloud with that function at Giva’s value orientated price point. The Dashboard has helped me increase my productivity by about 50%. The case/ticket Macro and Auto Close features will enable us to quickly effect many changes to speed resolution and increase customer satisfaction. The Scheduled Tasks features will help us unify maintenance and checks ups and serve as a way to never forget deadlines.

Puntos a favor

Our experience with Giva has been exceptional. It is super easy to get up and running right “out of the box”. There is depth to the configuration options, but it’s presented in a way that’s incremental and easy to understand. We can do as much customization as desired to get initially started and then do more advanced options as we grow into them. Although there’s a library of video tutorials and training materials, I became highly productive with Giva after just 3 days without using any learning materials. In our past experience using other systems it’s taken us many weeks to become productive. We compared Giva to KACE 1000 by Quest, Spiceworks, AutoTask and others. Giva’s user interface is considerably more elegant, well designed and easy to look at all day.

Puntos en contra

Not anything negative for right now. It's been a great experience learning and using Giva.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Usuario verificado
Sector: Comercio minorista
Tamaño de la empresa: 1001-5000 empleados
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IT/Ecomm Management

Software usado Mensualmente durante 6-12 meses
Revisado el 25/4/2019
Fuente de la reseña: Capterra

Overall, it helps ease and improve work process and issue management to increase functionality and resolve issues faster.

Puntos a favor

I can submit a ticket and it's severity level with a description so IT can funnel it to get fixed to the proper channels. It keeps communication between the entire team rather than one person working on the issue, and it eliminates duplicative work and patterns.

Puntos en contra

I can't see if/when someone else on my team issues a ticket that may be similar to something I am going to.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Angel S.
Sector: Hospital y atención sanitaria
Tamaño de la empresa: 501-1000 empleados
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BIG increase in customer satisfaction, rolled out self-service portal to 900 people over weekend

Software usado A diario durante 6-12 meses
Revisado el 2/5/2020
Fuente de la reseña: Capterra

We evaluated ZenDesk, Salesforce.com, Freshdesk and Zoho before deciding on Giva. Giva was the only vendor that met all of our function requirements and it’s also the easiest to use. We never heard of Giva before, but we were very impressed when we did a deep dive and thorough 30-day trial. We did not even have to talk to a sales rep for the longest time since it was so easy to configure and get information from the web site. Giva is also much more fairly priced with a bundle of all modules which included all functionality. Other vendors carve up their products and try to extract extra money.

The Dashboards and reports are phenomenal. We can immerse ourselves in the data and quickly see key information and trends. We had some very big issues with onboarding new employees and customers due to our rapid growth. All of those pain points have gone away. I meet with our senior leadership on a regular basis and can now present real-time reports. We like the multiple independent service desk function and may deploy it to other departments like Customer Service and HR to get the same benefits that we’ve realized in IT.

Puntos a favor

Deploying Giva has been a monumental win for our IT organization. The ROI generated has been tremendous. Giva has given us operational transparency and allows our teams to better collaborate. The HIPAA compliant application is very user friendly which allowed us to quickly roll out the employee self-service portal to 900 people with limited training. The comprehensive library of free video tutorials allowed our folks to learn at their own pace and prepare for the transition. We shut down our old system on a Friday and went live with Giva on Monday without a glitch. One of the business results is that now we are earning a 4.8 rating (out of 5) on our customer satisfaction surveys from Giva. That has been a very big turnaround in the level of satisfaction and mostly attributable to our move to Giva.

Puntos en contra

It was very easy to get up and running on Giva and many other products were so more difficult. So, no "Cons" for GIva.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Ken B.
Sector: Hospital y atención sanitaria
Tamaño de la empresa: 501-1000 empleados
Traducir a español
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Excellent Dashboards and Reports; Fantastic Customer Service

Software usado A diario durante Más de un año
Revisado el 6/3/2020
Fuente de la reseña: Capterra

We have been very successful in getting our employees to use the Giva self-help portal to help them quickly find solutions to their problems, and if they can’t, then they can easily open up a case online. Also, we use Giva for our off boarding and moves and the result is that it’s now much more smooth and efficient.

We love the drag and drop widgets on the Dashboard. Everybody has their own custom home page Dashboard so they can focus on what’s important to them. We also depend upon the email alerts which can be configured with business rules that delivers information to the right person and groups for escalation, if necessary.

It was easy to get up and running on Giva and it’s very scalable so as we expand Giva can meet our future features/functions and workflow requirements. There’s a lot of functionality in Giva that we do not use today, but we know we will grow into it in the future such as Macros, Autoclose, etc.

We are very happy with Giva and highly recommend it to our colleagues in healthcare and other security minded and demanding industries.

Puntos a favor

Our business is in healthcare so we needed HIPAA compliance, excellent reports/dashboards and the system had to be easy and quick to deploy and use by our employees. We support 400 employees across 13 geographically dispersed substance abuse recovery centers and we are on a fast growth track to soon have 30 centers. Our IT and Facilities staff and 400 employees are very happy with Giva. Now we are hitting 100% of our service level agreement targets with approximately 800 cases per month. We are doing this with just a small team of IT and Facilities people using Giva. The metrics and analytics from Repots are fantastic and we present them to leadership twice per month so the entire organization is well appraised of the volume and complexity of our work and any hot issues.

We are using Giva’s multiple service desk function to segregate the work of two departments. IT and Facilities each have a separate and uniquely configured service desk so they can both focus on their cases and view relevant home page Dashboards and Reports. We were able to replace another Facilities software application with Giva and save more money. The Reports are super easy to run and provide excellent insights.

Puntos en contra

It does all we need it to do right now and we can grow into it as well.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
0/10
Basado en 35 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de eIssueTracking

Precios de eIssueTracking

A partir de
USD 29.00/mes
Prueba gratis
Suscripción

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

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

Relación calidad-precio
0/5
Basado en 35 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de eIssueTracking

Funciones de eIssueTracking

API
Alertas y alzada
Auditoría
Autorizaciones basadas en roles
Control de acceso
Creación de informes y estadísticas
Datos en tiempo real
Funcionalidad de búsqueda
Gestión de flujos de trabajo
Gestión de la conformidad
Herramientas de colaboración
Importación y exportación de datos
Integración de terceros
Interfaz para arrastrar y soltar
Notificaciones automáticas
Panel de actividades
Seguimiento de actividades
Supervisión
Supervisión en tiempo real
Visualización de datos
Funciones
0/5
Basado en 35 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Más información sobre eIssueTracking

Más información sobre eIssueTracking

Funciones principales de eIssueTracking

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Project Management
  • Recurring Issues
  • Task Management
  • Ticket Management

Beneficios

• Users can track and resolve incidents, link incidents to major issues, automatically alert the relevant agents, and add notes to enable collaboration.

• Canned responses can be utilized to enable fast response to queries, and tickets can be prioritized based on their dependencies and impact.

• Ticket assignment and classification can be automated with custom automation rules.

• Solutions are intelligently suggested to customers before a ticket is raised to reduce the number of easily solvable issues being routed to agents.

• The dashboard provides users with real-time activity monitoring functionality, ensuring that no customer requests are overlooked.

Preguntas frecuentes sobre eIssueTracking

Preguntas frecuentes sobre eIssueTracking

He aquí algunas preguntas frecuentes sobre eIssueTracking.

P. ¿Qué tipo de planes de precios ofrece eIssueTracking?

eIssueTracking ofrece los siguientes planes de precios:

A partir de: USD 29.00/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

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

P. ¿Cuáles son las características principales de eIssueTracking?

eIssueTracking ofrece las siguientes características:

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Project Management
  • Recurring Issues
  • Task Management
  • Ticket Management

P. ¿Quiénes son los usuarios habituales de eIssueTracking?

Los clientes habituales de eIssueTracking son:

Empresas pequeñas, Empresas Grandes, Empresas medianas

P. ¿Qué idiomas admite eIssueTracking?

eIssueTracking admite los siguientes idiomas:

Inglés

P. ¿eIssueTracking es compatible con dispositivos móviles?

No tenemos información sobre los dispositivos compatibles con eIssueTracking

P. ¿Con qué otras aplicaciones se integra eIssueTracking?

No tenemos información sobre los tipos de integración de eIssueTracking

P. ¿Qué tipo de asistencia ofrece eIssueTracking?

eIssueTracking ofrece las siguientes opciones de asistencia:

Asistencia telefónica, Asistencia en línea