Hiver
A helpdesk that lives inside Gmail and Outlook — shared inboxes, SLAs, and AI agents with zero migration.
About
Hiver turns the Gmail or Microsoft 365 client your team already uses into a full shared-inbox helpdesk: no new tool to learn, no data migration. Support addresses like support@ become assignable shared inboxes with collision detection (so two agents never reply twice), SLAs, analytics, automations, and CSAT tracking, all visible inside the email client. Higher tiers add a customer portal, API, omnichannel via Hiver Omni (chat, WhatsApp, voice), and AI agents that draft replies and triage. G2 rates Hiver 4.6/5 from roughly 1,296 reviews, with users consistently praising ease of use and the Gmail-native experience; common complaints are occasional performance lag and reporting that lags behind dedicated helpdesks. Plans run Free, Growth $25, Pro $55, and Elite $85 per user per month (annual billing, per G2 and the vendor's own pricing page; 2-seat minimum).
What it can do
- Shared inboxes, assignment, and collision detection inside Gmail and Outlook
- SLA policies, CSAT tracking, and team analytics
- Rule-based triage and routing automation plus API access (Pro and above)
- Hiver AI: AI agents for reply drafting and query resolution
- Hiver Omni: live chat, WhatsApp, and voice on the same platform (higher tiers)
- Customer self-service portal and multilingual support
- Integrations with Salesforce, NetSuite, Jira, Linear, Slack
Setup
- Install the Hiver extension/add-on for Gmail or Outlook.
- Create shared inboxes (support@, it@, hr@) and invite teammates.
- Define assignment rules and SLAs for each inbox.
- Connect your CRM (Salesforce, Jira, Linear) so agents see full context.
- Enable automations, CSAT surveys, and (on higher tiers) AI reply agents.
Prerequisites
A Google Workspace or Microsoft 365 account; Growth plan or above for SLAs and automations.
Use cases
Works with
Trust score — 7/10
Scored 7/10 (METRICS tier, metrics-v1). Evidence: G2 4.6/5 across ~1,296 reviews, public pricing ladder (Free / $25 / $55 / $85 per user/mo), active AI feature development. Strengths: the most frictionless helpdesk for email-first teams — zero migration, collision detection and SLAs where agents already work. Docked for: (1) locked to Gmail/Outlook ecosystems — teams without them cannot use it; (2) reporting and advanced automation trail dedicated platforms per reviewers; (3) closed-source SaaS with no API-level auditability. License: proprietary SaaS, closed-source.
How the trust score is built
Full methodology →- Adoption · stars/downloads, log-scaled vs peers
- 8.0/10
- Maintenance · recency, releases, issue load
- 8.0/10
- Openness · license + docs
- 3.0/10
- Manual review · sanity read + red-flag check
- 7.0/10
- · G2 4.6/5 (~1,296 reviews); users praise Gmail-native ease of use
- · Free / Growth $25 / Pro $55 / Elite $85 per user/mo (annual), 2-seat minimum
- · Advanced AI and automation still basic vs. dedicated helpdesks per reviewers
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.