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Hiver vs JIRA Service Management Comparison (2026)

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Hiver

JIRA Service Management

Overview

Hiver is the agentic customer service platform where teams and AI work together to resolve complex customer issues across channels.

JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.7

148

116

Value for money

Ease of use

Features

Customer support

83%

would recommend this app

4.5

779

444

270

Value for money

Ease of use

Features

Customer support

77%

would recommend this app

Pros

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

Taylor A.

Fund Controller

“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.”

Nicole M.

travel executive

“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”

Fletcher S.

Customer Experience Supervisor

Pros

“Its workflows are highly configurable, automation is useful for reducing manual ticket handling, and native integration with development teams improves incident, change, and problem-management collaboration.”

Andrew G.

Devops

“Before Jira Service Management, tracking of requests and incident follow-up involved many manual checks, which are now replaced by the queues, SLAs and automated workflows in Jira, allowing me to keep most of the recurring tasks automatically processed and up-to-date.”

Anit S.

Enterprise Architect

“Customer requets sorting and filtering is one of the best feature i have used in helpdesk platforms, before this everything was mixed, now i can prioritize sales requests from our clients.”

Shivam A.

Account relationship manager

Cons

“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”

Iván D.

Customer Service Assistant for Key Accounts

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

Sanaa M.

Instructor

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

Taylor A.

Fund Controller

Cons

“The UI is slightly outdated and sometimes it’s confusing why some tasks allow internal notes and not comments.”

Sarah P.

Performance Marketing Manager

“Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging.”

Jarosław K.

Director of Support Services

“Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version.”

Arti R.

Software engineer