Migrate from Giva eHelpDesk to Pipedrive

Giva tickets map directly to Pipedrive deals. The ticket subject becomes the deal name. The ticket body and resolution notes concatenate into the deal's description field. Original ticket create timestamps are preserved as custom datetime fields since Pipedrive sets CreatedDate at migration time.

Giva status values (Open, Pending, On Hold, Resolved, Closed) map to Pipedrive pipeline stages. We recommend a pre-migration workshop to define which Giva statuses map to Open versus Won/Lost in Pipedrive. SLA timer breaches can be flagged as custom fields in Pipedrive since it has no native SLA tracking.

Giva customer records map to Pipedrive people. The customer's name, email, phone, and address fields migrate directly. If a Giva customer has no email, we create the person record with available fields and flag the record for email enrichment. A Giva customer linked to multiple tickets results in a single person linked to multiple deals.

Giva agents migrate as Pipedrive users resolved by email match. If a Giva agent email does not match an existing Pipedrive user, we flag the record before migration so you can invite the user or assign their tickets to a fallback owner. Agents without email addresses map to the migration-initiated user as a placeholder.

Giva ticket categories do not have a direct Pipedrive equivalent. We create a Category__c custom drop-down field on the Deal object and map category values value-by-value. If you use multiple Giva categories per ticket, they are concatenated with a delimiter.

Giva ticket priority (Critical, High, Medium, Low) migrates to a Priority__c custom drop-down field on the Deal object. The values map directly. Priority is used to sort or filter deals in Pipedrive list views and can feed into automation rules.

Giva ticket attachments (files, images, screenshots) are downloaded and re-uploaded to the corresponding Pipedrive deal as attachments. Inline images from Giva ticket notes are extracted, saved as files, and reattached. Pipedrive's storage limits per plan (5GB to 100GB per user) apply to re-uploaded files.

Giva SLA timers and business-hours tracking have no Pipedrive equivalent. We preserve SLA breach flags and business hours data as custom fields on the deal for reporting purposes. SLA enforcement must be rebuilt in Pipedrive using Automations or third-party tools if required.

Giva knowledge base articles have no direct Pipedrive equivalent. We export the article titles, bodies, and categories as a structured CSV file so your team can rebuild them in a knowledge tool (Notion, Confluence, or a Pipedrive-integrated knowledge app). This is not included in the migration cost.

Giva custom fields on tickets vary per tenant instance and require a pre-migration field-name audit. We iterate through your Giva custom fields, map them to Pipedrive field types (text, numeric, date, drop-down), and create matching Pipedrive custom fields. Drop-down values map value-by-value. Custom field mapping is the longest planning step in Giva-to-Pipedrive migrations.