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Giva Service Management Suite for Financial Services from Giva
HIPAA/SOC 2 compliant ticketing, knowledge management, client self-service portal, real-time reporting, SLA management, custom dashboards, and mobile access.
Product analysis by function
Help Desk Software for Client Services
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software
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Ticket Management
(12 Yes /12 Known /13 Possible features)
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Ticket Creation System allows staff or clients to open new support tickets. |
Ticket creation is a standard feature of Giva's service desk suite. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Ticket assignment is part of core workflow management in Giva. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket prioritization is a common feature for financial service support, confirmed in Giva knowledgebase. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Issue-type and department-based categorization described in Giva suite features. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Ticket status tracking (open/in progress/resolved/closed) is included per documentation. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk ticket actions/editing are available in Giva’s web UI. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields described in product literature and screenshots. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
No information available | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates for recurring issues highlighted in user guides. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated ticket routing via workflow rules and SLA-based triggers. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support (files/screenshots) shown in demo videos and documentation. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications for ticket updates and changes are part of Giva's communication suite. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Audit log of ticket activity is included for compliance (e.g., HIPAA). |
Client Communication
(6 Yes /6 Known /10 Possible features)
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Email Integration Two-way ticket communication via email. |
Email integration (two-way) is standard for Giva help desk. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
No information available | |
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SMS Notifications Notification and response support via SMS. |
No information available | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
No information available | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
No information available | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses and canned replies are available in Giva workflows. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support is referenced on the product website as available. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Client (customer) portal is a core offering in the Giva self-service module. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback (CSAT) survey and collection tools are included. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLA deadline notifications and escalations outlined as part of SLA management. |
Integration & API
(5 Yes /5 Known /9 Possible features)
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CRM Integration Direct integration with customer relationship management systems. |
CRM integration (Salesforce, etc.) is described as available in the integrations section. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
API access is referenced for custom system integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
No information available | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base is integrated and can sync to ticketing, per product description. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single sign-on (SSO) and Active Directory integration supported, referenced on site. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar integration for due dates and scheduling is supported. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
No information available | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
No information available |
Automation & Workflow
(8 Yes /8 Known /10 Possible features)
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated assignment via SLA and business rules is available. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows are part of the configuration capabilities in Giva. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template actions for standard communication and actions are available. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules defined by SLA and workflow engine. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement part of compliance/governance, emphasized for HIPAA/SOC2. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
No information available | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions and notifications based on SLA and workflow triggers. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows supported for regulated industries (insurance, finance, etc). | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminder system included with tasks/tickets. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
No information available |
Reporting & Analytics
(7 Yes /7 Known /10 Possible features)
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards highlighted as a main reporting feature. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom reports and queries can be built in Giva’s analytics suite. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export to CSV/Excel/PDF is a standard reporting output. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Regular scheduled reporting is built in to dashboards and reporting. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance metrics (volume, response times) are part of analytics. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Customer satisfaction tracking (CSAT) included as feedback survey system. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis dashboard included for issue volume/types. |
Security & Compliance
(8 Yes /8 Known /10 Possible features)
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
HIPAA/SOC 2 compliance implies strong encryption for data in transit and at rest. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based permissions management referenced (agent, supervisor, admin). | |
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Audit Logging Comprehensive logs of all system access and actions. |
Comprehensive audit logs required for financial/SOC2 compliance. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
SOC2 and HIPAA require GDPR/CCPA compliance features; referenced. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Configurable data retention and purging referenced on compliance page. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication is mentioned as a security feature. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
No information available | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout control discussed in security policy for compliance. | |
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Data Masking Sensitive client info is masked in UI and exports. |
No information available | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response and breach management tools part of Giva for HIPAA/SOC2. |
User Interface & Usability
(7 Yes /7 Known /10 Possible features)
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive UI supported; platform available across devices including mobile. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards are a highlighted feature. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions/editing available as described in UI documentation. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
No information available | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
No information available | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessibility standards mentioned; designed for WCAG 2.1 compliance. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search for tickets, clients, and knowledge base is included. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
UI is designed for ease-of-use and minimal step navigation. | |
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Notification Center Centralized alert and reminder system for all events. |
Central notification center for all alerts; noted in UI overviews. |
Knowledge Base & Self Service
(5 Yes /5 Known /8 Possible features)
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base a major product component. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
No information available | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal for clients is a prominent feature in the financial services suite. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
No information available | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics referenced as part of knowledge base optimization. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Users can rate and comment on articles, per knowledge base screenshots. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
No information available | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base available, as Giva suite offers multi-language. |
Customization & Branding
(7 Yes /7 Known /7 Possible features)
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom logo and colors supported as part of branding. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain support is offered for white-label deployments. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Custom email templates for notifications described in admin settings. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields for financial-specific workflows are supported. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
Platform supports white-labeling for brokerage client presentation. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Workflow customization for specific brokerage processes available. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization options available for date/time and language. |
Deployment, Reliability & Scalability
(5 Yes /6 Known /10 Possible features)
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Giva is offered as a SaaS/cloud service with secure deployment. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
Not as far as we are aware.* On-premise deployment not prominently offered (cloud preferred). | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundancy and failover described for business continuity. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Documented and tested disaster recovery plan cited for HIPAA/SOC2 compliance. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Cloud-native platform designed for horizontal scalability. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile access and possible mobile apps supported for agents and clients. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
No information available |
Support & Vendor Service
(8 Yes /8 Known /9 Possible features)
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 support mentioned in support documentation and pricing overviews. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account manager is provided for enterprise accounts. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation support mentioned for financial services deployments. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and onboarding sessions offered as part of package. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance for onboarding from legacy systems available. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development options available by arrangement. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Help center/knowledge base available for users. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
No information available | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Service Level Agreements are detailed for downtime, response, and resolve. |
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