# Freshdesk vs Hiver Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as beneficial for enhancing customer satisfaction.
- **Users say** Hiver stands out for its seamless integration with Gmail, making it an ideal choice for teams that rely heavily on email communication. Reviewers commend its intuitive design, which allows for quick adoption and minimal training, enabling users to stay organized with notes, links, tasks, and projects associated with each email.
- **According to verified reviews** , Freshdesk has a significantly higher overall G2 Score, indicating greater user satisfaction across various metrics. This is reflected in the volume of recent reviews, where Freshdesk received 86 compared to Hiver's 10, suggesting a more robust user experience and feedback loop.
- **Reviewers mention** that while Hiver offers excellent support with 24/7 availability, Freshdesk's support quality is also well-regarded, with users noting its effectiveness in resolving issues and providing assistance. However, Freshdesk's larger user base may lead to longer wait times during peak periods.
- **Users highlight** that Freshdesk's ticket creation and response user experience are well-optimized, with features that allow for automatic ticket generation based on user issues. In contrast, while Hiver provides a solid email organization system, some users feel it may lack the depth of ticket management features found in Freshdesk.
- **G2 reviewers indicate** that Freshdesk's extensive feature set, including advanced automation and multi-channel support, positions it as a more comprehensive solution for businesses looking to enhance their customer service capabilities. Hiver, while effective for email management, may not meet the needs of organizations requiring a broader range of support functionalities.



| | Freshdesk | Hiver | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 3,749 | 1,283 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Small-Business (66.8% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Free | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Hiver

Pros:
- Ease of Use (182 reviews)
- Team Collaboration (149 reviews)

Cons:
- Email Issues (72 reviews)
- Missing Features (47 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Hiver | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3281 reviews) | 9.0 (993 reviews) | 
  | **Ease of Use** | 8.9 (3305 reviews) | 9.1 (1017 reviews) | 
  | **Ease of Setup** | 8.6 (2361 reviews) | 9.0 (593 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 9.2 (454 reviews) | 
  | **Quality of Support** | 8.7 (3180 reviews) | 9.2 (921 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.2 (445 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3250 reviews) | 9.1 (986 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Hiver

#### Entry-Level Pricing

Plan: Free

Price: Free

Key Features:
- Multi-channel shared inboxes
- Email management
- Live chat support

[Browse all 4 editions](https://www.g2.com/products/hiver/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2592 |
| **Hiver** | 8.0/10 | 353 |

#### Ticket and Case Management

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 8.8 (211 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2265 reviews) ✓ Verified | 8.7 (215 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2193 reviews) ✓ Verified | 8.6 (222 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | 8.5 (204 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 8.2 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2095 reviews) ✓ Verified | 8.3 (188 reviews) | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | 8.6 (209 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 8.1 (112 reviews) | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | 7.2 (74 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 7.3 (73 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | 7.3 (29 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 7.2 (29 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 6.8 (28 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.2 (160 reviews) | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.9 (217 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 8.5 (190 reviews) | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 7.5 (109 reviews) | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 7.5 (104 reviews) | 

#### Platform

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 7.5 (175 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 7.8 (160 reviews) | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | 8.8 (213 reviews) ✓ Verified | 
| **Integration** | 8.3 (1157 reviews) ✓ Verified | 8.2 (175 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1882 reviews) ✓ Verified | 8.2 (193 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1968 reviews) ✓ Verified | 8.4 (206 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Hiver** | 7.6/10 | 152 |

#### Channels

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | 7.9 (149 reviews) | 
| **Open Listening** | 8.0 (335 reviews) | 7.6 (143 reviews) | 
| **Physical Media** | 7.5 (324 reviews) | 6.7 (141 reviews) | 

#### Design

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | 7.9 (142 reviews) | 
| **Create Content** | 7.8 (335 reviews) | 7.3 (142 reviews) | 
| **Personalization** | 8.3 (356 reviews) | 8.0 (144 reviews) | 
| **Inbound Identification** | 8.3 (344 reviews) | 8.2 (144 reviews) | 
| **Regulatory Compliance** | 8.4 (332 reviews) | 7.8 (141 reviews) | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | 7.1 (107 reviews) | 
| **AI Text Summarization** | 7.7 (264 reviews) | 7.1 (105 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Hiver** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Hiver** | 8.4/10 | 621 |

#### Productivity Tools

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | 8.9 (571 reviews) | 
| **Internal Discussion** | 8.7 (222 reviews) | 8.7 (544 reviews) | 
| **Assignments and Tasks** | 8.6 (225 reviews) | 9.2 (574 reviews) | 
| **Workflows** | 8.7 (229 reviews) | 8.7 (502 reviews) | 
| **Templates** | 8.7 (232 reviews) | 8.7 (529 reviews) | 
| **Integrations** | 8.3 (209 reviews) | 8.2 (445 reviews) | 
| **Tagging System** | 8.7 (227 reviews) | 9.1 (557 reviews) | 

#### Analytics

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | 8.0 (432 reviews) | 
| **Performance Tracking** | 8.5 (214 reviews) | 8.3 (463 reviews) | 
| **Email Tracking** | 8.6 (212 reviews) | 8.8 (499 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | 7.2 (24 reviews) | 
| **Decision Making** | 7.1 (14 reviews) | 7.2 (24 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | N/A | N/A |

#### Responses

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Hiver** | 7.3/10 | 5 |

#### Conversational Platform

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | 7.3 (5 reviews) | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | 7.8/10 | 411 |

#### Sorting & Filtering

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Attachment Search** | Not enough data | 8.1 (350 reviews) | 
| **Tags** | Not enough data | 8.8 (385 reviews) | 
| **AI Sorting** | Not enough data | 7.5 (330 reviews) | 
| **Predefined Rules** | Not enough data | 8.0 (347 reviews) | 

#### Integrations

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | 6.8 (286 reviews) | 
| **Gmail Integration** | Not enough data | 9.3 (396 reviews) | 
| **Apple Calendar Integration** | Not enough data | 7.1 (281 reviews) | 

#### Time Management

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Unified Inbox** | Not enough data | 8.7 (351 reviews) | 
| **Email Automation** | Not enough data | 8.5 (344 reviews) | 
| **Snooze** | Not enough data | 8.0 (313 reviews) | 

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (204 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.2 (199 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (202 reviews) | 

#### Agentic AI - Email Management

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (31 reviews) | 
| **Cross-system Integration** | Not enough data | 7.2 (32 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | N/A | N/A |

#### Customer Support

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **Hiver** | 6.5/10 | 213 |

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 7.8 (160 reviews) | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Hiver** | 8.4/10 | 8 |

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 8.6 (6 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.6 (7 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.3 (7 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.6 (7 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.3 (7 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.3 (7 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.6 (7 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.6 (7 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.8 (7 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 8.8 (7 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 8.6 (6 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.6 (6 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.3 (6 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 7.8 (6 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 7.8 (6 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.1 (6 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 8.3 (6 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Hiver** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Hiver** | 9.0/10 | 5 |

#### Generative AI

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 9.0 (5 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 9.0 (5 reviews) | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | 7.2/10 | 6 |

#### Agentic AI - Google Workspace Communication Tools

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Cross-system Integration** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Hiver** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Hiver** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Hiver | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (9):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (1):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Hiver (5):** [Email Management Software](https://www.g2.com/categories/email-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [Chatbots Software](https://www.g2.com/categories/chatbots)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Hiver | 
|---|---|---|
| **Small-Business** | 48.6% | 66.8% | 
| **Mid-Market** | 39.7% | 27.3% | 
| **Enterprise** | 11.7% | 5.9% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Hiver

- **Computer Software:** 6.9%
- **Information Technology and Services:** 5.6%
- **Marketing and Advertising:** 5.4%
- **Accounting:** 4.8%
- **Financial Services:** 4.1%
- **Retail:** 3.8%
- **Leisure, Travel & Tourism:** 3.6%
- **Logistics and Supply Chain:** 3.5%
- **Real Estate:** 3.1%
- **Consumer Services:** 2.6%
- **Other:** 56.7%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7636 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7343 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)

### Alternatives to Hiver

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Gmelius](https://www.g2.com/products/gmelius/reviews) — 4.4/5 stars (776 reviews)
- [Missive](https://www.g2.com/products/missive/reviews) — 4.7/5 stars (832 reviews)
- [Drag](https://www.g2.com/products/drag/reviews) — 4.5/5 stars (261 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7636 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Hiver

- Title: [How can i separate Hiver tickets from my own emails in Gmail?](https://www.g2.com/discussions/how-can-i-separate-hiver-tickets-from-my-own-emails-in-gmail) — 1 comment, 1 upvote
  > **Top comment:** "We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. "
- Title: [Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.](https://www.g2.com/discussions/33985-is-there-a-way-to-make-pending-items-show-up-in-my-hiver-inbox-right-now-they-are-separate) — 1 comment, 1 upvote
  > **Top comment:** "Hi Makisha, 
I am Pratibha from the Product team at Hiver. 

As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I..."
- Title: [What is the future development direction for Hiver?](https://www.g2.com/discussions/27934-what-is-the-future-development-direction-for-hiver) — 1 comment
  > **Top comment:** "Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-hiver)