Audyense
Hiver
Customer Support · hiverhq.com/
Overview
Hiver is a customer service and shared-inbox platform that runs natively inside Gmail and Outlook, letting teams assign, track, and collaborate on emails without leaving their inbox. It adds helpdesk capabilities such as email assignment, collision detection, SLAs, automation, analytics, and multi-channel support (email, live chat, voice, WhatsApp). It targets small and mid-sized teams that use Google Workspace or Microsoft 365 and want helpdesk workflows without a separate ticketing UI.
The problem Hiver solves
Support teams that live in Gmail or Outlook struggle to manage shared support addresses, avoid duplicate replies, and track who owns what without bolting on a separate ticketing tool. Hiver addresses this by adding shared inboxes, email assignment, collision detection, SLAs, and multi-channel support directly inside the inbox, so smaller teams get helpdesk structure without training overhead. It is a strong fit for SMB and mid-market Google Workspace teams but is not intended to replace heavyweight enterprise ticketing systems.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: Free. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Gmail, Google Workspace, Microsoft Outlook / 365, Slack, Salesforce, Jira. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/21/2026; pricing and features can change.
How to evaluate Hiver
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Small and mid-sized teams already standardized on Gmail or Outlook who want helpdesk workflows inside their existing inbox, Support teams that need shared inboxes, email assignment, and collision detection without training overhead, Companies wanting quick setup and multi-channel support (email, chat, voice, WhatsApp) without a full standalone ticketing platform. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Hiver complete the critical workflow without manual work outside the product?
- Do the recorded connections (Gmail, Google Workspace, Microsoft Outlook / 365, Slack) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/21/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Small and mid-sized teams already standardized on Gmail or Outlook who want helpdesk workflows inside their existing inbox
- Support teams that need shared inboxes, email assignment, and collision detection without training overhead
- Companies wanting quick setup and multi-channel support (email, chat, voice, WhatsApp) without a full standalone ticketing platform
Not a fit if
- Enterprises needing deep, heavyweight ticketing and complex multi-channel automation comparable to Zendesk or Salesforce Service Cloud
- Teams not on Gmail or Outlook, since Hiver's core value is its inbox-native experience
Why it’s listed
- One of the leading Gmail/Outlook-native shared-inbox and helpdesk tools, directly relevant to the Customer Support category
- Strong, well-reviewed adoption among SMB and mid-market Google Workspace teams (4.6/5 across 1,000+ G2 reviews)
- Published enterprise-grade compliance (SOC 2 Type II, ISO 27001, HIPAA) that matters for support-tool buyers
Pricing
Free
FreeEntry tier for teams getting started with a shared inbox and basic ticketing.
- Shared inbox & ticketing
- Email, chat, and help center channels
- 24/7 support
Growth
$25 per user/monthMulti-channel support for small teams, billed annually ($35 billed monthly).
- Everything in Free
- AI Agents and AI Copilot
- Rule-based automation
- Round-robin assignment
- Basic analytics and integrations
- Voice (add-on)
Pro
$55 per user/monthAdvanced support operations with SLAs and API access, billed annually ($65 billed monthly).
- Everything in Growth
- Customer portal
- Slack channel management
- SLAs
- CSAT surveys
- Advanced analytics
- Premium integrations and API access
Elite
$85 per user/monthAI-driven QA and insights with enterprise controls, billed annually ($95 billed monthly).
- Everything in Pro
- AI QA and AI Insights
- AI Knowledge Builder
- Skill-based routing
- Custom objects and roles
- SSO and HIPAA compliance
Features
Integrations
Security & compliance
Pros & cons
Pros
- Native Gmail/Outlook integration means agents work without leaving their inbox and onboard in minutes
- Easy setup and low learning curve praised repeatedly by SMB reviewers
- Effective collaboration features: email assignment, shared inbox status tracking, internal notes, and collision detection
- Multi-channel coverage (email, live chat, voice, WhatsApp) plus SLAs and analytics in higher tiers
Cons
- Cost is a frequently cited concern as team size and tier grow
- Automation and AI capabilities feel basic compared with dedicated helpdesk platforms
- Occasional performance lag and reports of emails being mixed up or disconnection issues
- Not a replacement for heavyweight ticketing/issue-tracking for complex support operations
What we found
Reviewers consistently rate Hiver highly (4.6/5 on both G2 and Capterra) for its seamless native Gmail integration, quick no-training setup, and collaborative shared-inbox workflow; the most common complaints are cost as teams scale and automation/AI that feels basic next to dedicated helpdesks.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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