Hiver Reviews
Manage shared inboxes, assign customer emails, and track support performance directly inside Gmail without migrating to a separate help desk.
Managing support requests across shared email aliases quickly leads to duplicate replies and dropped threads. Hiver tackles this by nesting help desk workflows straight into Google Workspace, avoiding the disruption of migrating an entire team to a detached ticketing portal. For companies already running on Gmail, it introduces clear accountability without changing everyday habits.
- Shared inbox assignment lets teammates delegate incoming emails and track resolution statuses directly from their standard inbox view.
- Internal notes and mentions allow colleagues to discuss customer tickets privately alongside the thread without messy forwarding chains.
- Rule-based automations route incoming messages based on subject lines, sender domains, or keywords to specific owners automatically.
- Performance analytics track first response times, total resolution metrics, and team volume distributions through built-in reports.
Because the tool is engineered specifically for Google Workspace, non-Gmail organizations cannot use it at all. Teams needing deep omnichannel ticketing across live phone systems and complex multi-brand portals will eventually find the email-centric design restrictive compared to traditional help desks like Zendesk.
Hiver Key Features
- Unified Omnichannel WorkspaceConsolidate email, chat, Slack, voice, social media, and WhatsApp into a single workspace with unified conversation history.
- Multi-Step AI AgentsExecute complex, end-to-end support actions across CRMs, ERPs, data warehouses, and legacy admin tools.
- Cross-Team CollaborationCoordinate across teams with internal notes, embedded Slack threads, and linked issues in tools like Jira and Linear.
- AI CopilotHelp support teams investigate issues, pull context across tools and docs, draft replies, and suggest next steps.
- Automated AI Help CenterGenerate help center articles from existing documentation and automatically keep them updated from resolved support tickets.
- AI Insights and Customer IntelligenceAutomatically categorize conversations to identify support drivers and track customer health and sentiment in real time.
- AI QA and Quality GuardrailsEvaluate responses against custom quality standards, coach agents in real time, and maintain full observability over AI actions.
Hiver Pricing
Ideal for small teams to deliver effortless, multi-channel support.
- AI Agents
- AI Copilot
- AI Operating Procedures
- AI Knowledge Builder
- Shared Inbox and ticketing
- Omnichannel
- 24*7 support
- Rule-based Automations
- Pre-built Analytics
- Basic integrations
- Voice Add-on available
For teams looking to transform their support with advanced features
- Everything in Growth
- Customer Portal
- Slack channel
- SLAs
- CSAT surveys
- Advanced Analytics
- Premium integrations
- API access
- Voice Add-on available
For teams looking transform their support with advanced features
- Everything in Pro
- AI QA
- AI Insights
- Customer Intelligence
- Skill-based routing
- Custom Objects
- Personal to Shared Inbox rules
- SSO, HIPPAA, and custom roles
- Voice Add-on available
Pricing is sourced from Hiver's website and may be out of date — check their site for current pricing.
