2026 Best Software Awards are here!See the list
Compare Freshdesk and Hiver 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (67.0% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free
Freshdesk
Star Rating
(3,709)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansHiver
Star Rating
(1,274)4.6 out of 5
Market Segments
Small-Business (67.0% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Hiver. Users appreciate its structured ticket management and automation features, which streamline customer support tasks and reduce manual workload.
- Users say that Freshdesk's clean interface and easy navigation make it a breeze for new hires to get up to speed quickly. This ease of use is a notable advantage, especially when handling multiple customer queries simultaneously, as highlighted by recent feedback.
- Reviewers mention that Hiver shines in email management, particularly with its accountability features that assign emails to specific team members. This functionality helps ensure that no customer query goes unanswered, enhancing the overall customer experience.
- According to verified reviews, Freshdesk's robust automation capabilities, including SLA management and a comprehensive knowledge base, are frequently praised. Users find these features essential for maintaining efficiency in their support operations.
- G2 reviewers highlight that while Hiver has made strides in integrating AI to simplify processes, it still faces challenges in overall market presence and user satisfaction compared to Freshdesk. Users appreciate the AI enhancements but feel that the platform could benefit from broader functionality.
- Users report that Freshdesk's extensive customization options allow teams to tailor workflows to their specific needs, making it a versatile choice for various business sizes. In contrast, Hiver's focus on email management may limit its appeal for those seeking a more comprehensive support solution.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Free Trial
Freshdesk
Free Trial is available
Hiver
Free Trial is available
Ratings
Meets Requirements
8.6
3,252
9.0
987
Ease of Use
8.9
3,274
9.1
1,011
Ease of Setup
8.6
2,332
9.0
586
Ease of Admin
8.7
2,191
9.2
451
Quality of Support
8.7
3,149
9.2
915
Has the product been a good partner in doing business?
8.8
2,114
9.2
442
Product Direction (% positive)
8.8
3,224
9.1
980
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
8.8
211
|
Verified
8.8
2260
|
Verified
8.7
214
|
Verified
8.5
2178
|
Verified
8.6
221
|
Verified
8.5
2060
|
Verified
8.5
206
|
Verified
8.3
1813
|
Verified
8.2
177
|
Verified
8.5
2095
|
Verified
8.3
190
8.7
2022
|
Verified
8.6
205
|
Verified
8.3
1378
|
Verified
8.1
111
Generative AI
7.3
332
7.2
74
7.4
329
7.3
73
Agentic AI - Help Desk
7.2
61
7.3
29
6.9
61
7.2
29
7.3
60
6.8
28
Communication Channels
8.6
1930
|
Verified
8.2
160
8.9
2091
|
Verified
8.9
216
|
Verified
8.4
1322
|
Verified
8.5
189
8.0
1197
|
Verified
7.5
109
7.9
943
|
Verified
7.5
104
Platform
8.0
1164
|
Verified
7.5
176
|
Verified
8.1
1664
|
Verified
7.8
161
8.6
1552
|
Verified
8.8
215
|
Verified
8.2
1153
|
Verified
8.2
176
|
Verified
8.0
1881
|
Verified
8.2
193
|
Verified
8.3
1967
|
Verified
8.4
208
|
Verified
Channels
8.4
360
7.9
149
8.0
336
7.6
143
7.5
326
6.7
141
Design
8.2
334
7.9
142
7.8
337
7.3
142
8.3
357
8.0
144
8.3
347
8.2
144
8.4
335
7.8
141
Generative AI
7.7
266
7.1
107
7.8
266
7.1
105
Usability
8.8
269
Not enough data
8.7
265
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
7.3
5
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Sorting & Filtering
Not enough data
8.1
350
Not enough data
8.8
385
Not enough data
7.5
330
Not enough data
8.0
347
Integrations
Not enough data
6.8
286
Not enough data
9.3
395
Not enough data
7.1
281
Time Management
Not enough data
8.7
351
Not enough data
8.5
344
Not enough data
8.0
313
Generative AI
Not enough data
7.5
204
Not enough data
7.2
199
Not enough data
7.4
202
Agentic AI - Email Management
Not enough data
7.2
31
Not enough data
7.2
32
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
Not enough data
8.7
603
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
205
Not enough data
Internal Use
8.1
1664
|
Verified
7.8
161
8.6
206
Not enough data
8.2
189
Not enough data
8.8
561
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
143
8.6
6
Self-Service Experience
8.7
964
8.6
7
8.6
915
8.3
7
8.3
687
8.6
7
8.2
242
8.3
7
8.4
260
8.3
7
Self-Service Platform
8.5
256
8.6
7
8.6
265
8.6
7
8.0
225
8.8
7
8.5
241
8.8
7
Agentic AI - Customer Self-Service
7.9
19
8.6
6
7.9
18
8.6
6
8.1
19
8.3
6
7.8
20
7.8
6
7.8
20
7.8
6
7.7
19
8.1
6
8.0
19
8.3
6
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Not enough data
Generative AI
7.7
88
9.0
5
7.7
87
9.0
5
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
6.7
5
Customer Query Resolution - AI Customer Support Agents
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Hiver are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents
Hiver is categorized as Email Management, Customer Service Automation, Google Workspace Communication Tools, AI IT Agents, and Chatbots
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Hiver
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Computer Software
6.9%
Marketing and Advertising
5.4%
Information Technology and Services
5.4%
Accounting
4.9%
Financial Services
4.2%
Other
73.2%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What is the future development direction for Hiver?
1 Comment
NR
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...Read more
Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.
1 Comment
PA
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...Read more
How can i separate Hiver tickets from my own emails in Gmail?
1 Comment
RG
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. Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
