Hiver vs HelpDesk

Google Workspace

LiveAgent

Missive

Google Workspace is a suite of applications from Google which offers a number of tools to communicate and collaborate with colleagues, store files, and manage data from all devices.

Cloud-based customer service platform for businesses of all sizes, combining live chat, AI chatbot, email ticketing, and call center.

Missive is a team inbox and chat app for collaborative email. Share inboxes, assign conversations, and comment internally across email, SMS, WhatsApp, Instagram, Messenger, and live chat, on top of Gmail, Outlook, or any IMAP provider.

Instructor

It takes several hours for onboarding, and may require frequent customer support to fully understand the functionalities of the platform.

We find this policy, and the overcharge itself, to be unreasonable and indicative of concerning billing practices.

Executive assistant

The navigation is quick and intuitive, and their customer service is top-class—always responsive and supportive.

DATA SCIENTIST

Using it as our major customer support workflow has been a game-changer.

Hiver is the agentic omnichannel customer service platform built for teams to manage complex support with AI Agents, cross-team collaboration, workflows, and ticketing.


Access Controls/Permissions

Activity Tracking

Adaptive Learning

AI Agent Configuration

AI Copilot

AI Sorting

AI Text Summarization

Alerts/Escalation

Analytics

Assignment Management

Automated Routing

Business Process Automation

Canned Responses

Change Management

Chatbot

Chat/Messaging

Collaboration Tools

Commenting/Notes

Communication Management

Cross-system Integration

Customer Communication

Customer Complaint Tracking

Customer History

Customer Portal

Customer Service Analytics

Customer Support

Customizable Fields

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Document Management

Email Automation

Email Management

Email Monitoring

Email Templates

Employee Directory

Event Triggered Actions

Feedback Management

File Sharing

Full Text Search

Generative AI

Gmail Integration

Help Desk Management

Inbox Management

Incident Management

Integration into Third Party Applications

Interaction Tracking

Issue Management

Issue Tracking

IT Asset Management

IT Incident Management

Knowledge Base Integration

Knowledge Base Management

Knowledge Management

Live Chat

Macros/Templated Responses

@mentions

Microsoft Outlook Integration

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-User Collaboration

Natural Language Processing

Performance Metrics

Predefined Rules

Problem Management

Progress Tracking

Project Management

Queue Management

Real-Time Analytics

Real-Time Chat

Real-time Consumer-facing Chat

Real Time Editing

Real-Time Notifications

Real-Time Updates

Reminders

Remote Access/Control

Reporting/Analytics

Reporting & Statistics

Response Management

Role-Based Permissions

Rules-Based Workflow

Search

Search/Filter

Security & Compliance

Self Service Portal

Service Level Agreement (SLA) Management

Shared Inboxes

Snooze

SSL Security

Status Tracking

Support Ticket Management

Support Ticket Tracking

Survey/Poll Management

Surveys & Feedback

Tagging

Hiver

Android

iPhone

Web-based

Freshdesk

Front

Help Scout

GROWTH

ELITE

Fund Controller

It allows seamless tracking of team emails, including response times, ownership, and which emails are still pending response

travel executive

I work with Hiver at my company to handle flight and hotel reservations. As I mentioned before, I'd like to be able to merge replies that have already been answered in an initial email, unlike Freshdesk, which does allow me to do that.

Customer Experience Supervisor

Hiver is awesome for organization within Gmail, building out automations to keep things clean, and allowing teammates to work seamlessly out of a shared inbox

Website Owner

I love that it integrates seamlessly with Gmail, a platform I already use on a daily basis multiple times a day anyway, doesn't require any additional software to work, and it's affordable for small business owners like myself.

sales and marketing manager

With Hiver, we have completely eliminated missed emails, and emails that are "double responded".

Customer Success Manager

It made our life lot easier by communication with the internal stakeholders who are part of the email chain, without adding external stakeholders.

TALENT MANAGER

Features like email assignment, tags, and collision alerts really help keep things organized and prevent duplication of work.

It integrates seamlessly with Gmail, making it easy for our team to manage shared inboxes without having to learn a new platform.

Customer Service Assistant for Key Accounts

When I'm managing in different folders, I am not able to remove just one from an email, when I try to remove one folder

Customer Relations Specialist

We can have our clerks assign emails from the emails that have high volume and filter them to who needs it.

Consultant

It made my life easier and because I can finish my work efficiently, I have extra time on handling different/new tasks which the company loved.

SR Manager Fraud Ops

I think there should be a feature that once enabled allows each individual to be auto assigned a color for sticky notes.

The other thing I really like about Freshdesk is that you can create automated responses, which you can't do in Hiver

Technology Director

It helps to separate emails for those who need assistance from my everyday emails.

Data Processing Spec.

It helps us assign tasks, track progress, and avoid confusion in communication.

Administrative Assistant

It has made managing, organizing and engaging with emails more efficient amongst our team members.

I also have issues viewing the Hiver option menu when working on my small laptop screen.

Senior Analyst, Inside Sales

Sometimes the email integration takes a little while to sync within my email inbox.

Out of many features, I liked the shared inbox feature most.

Hiver has streamlined how we manage shared inboxes in Gmail.

Assistant Director of HR

The knowledge base integration allowed for quick reference and streamlined communication.

It makes managing and responding to emails in a timely manner more organized and efficient.

I love that its very lightweight as its integrated within your Gmail and that for what I need it for, its completely free.

International Operations

Hiver allows to make notes and tag others.

It helps with email management and teamwork, but the errors we had this year caused some problems.

Business Analytics

Integration with external systems sometimes requires extra effort or custom solutions.

Developer

Provides a knowledge base to come back to and filter by tags for easy retrieval.

It’s intuitive, boosts response times, and keeps our team organized.

It centralizes communication and ensures nothing slips through the cracks.

Hiver makes managing shared inboxes incredibly simple and efficient.

Patient care coordinator

Email management has been much better since using Hiver.

We were overcharged $450, and we were informed that a refund is not possible.

Marketing Growth Strategist

Best of all, I'm using the free version which covers all my needs.

The integration with my work email is excellent and makes my life easier.

Ease of use and provides visibility to other team members queue incase of absence.

What I don't like about Hiver is that I can't merge cases.

It’s easy to use, with a clean, user-friendly interface that helps teams stay organized.

Its simplicity and every click is completing a process.

Senior Executive

The email assignment in the team is amazing feature.

It made this super dry meeting way more fun.

Used Hiver for the first time during a team training event.

VP, Services

Now, our team can easily track open and closed requests with our clients, and easily collaborate behind the scenes with each other to solve customer issues.

Hiver vs HelpDesk Comparison (2026)

Hiver

HelpDesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives