# Hiver in Gmail vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a centralized platform for managing support requests, which is particularly beneficial for organizations needing to track issues and maintain communication. Users appreciate features like the ticketing system that helps assign tasks to the right teams and monitor progress effectively.
- **Users say** Hiver in Gmail shines in its ease of use and seamless integration with the Gmail environment. Reviewers highlight how it allows entire teams to access a shared inbox, making communication and organization much simpler, especially for larger teams handling numerous client inquiries.
- **According to verified reviews** , Zendesk for Customer Service has a significantly higher overall satisfaction score, indicating that users find it more reliable for customer service automation and conversational support. The recent addition of AI features for ticket routing and summarization has also been well-received, helping to streamline repetitive tasks.
- **Reviewers mention** that while Hiver in Gmail offers great organizational tools, such as notes and tasks linked to specific emails, it may not provide the same level of comprehensive support features as Zendesk. Users have noted that Zendesk's robust ticketing and SLA management capabilities are superior for businesses with complex support needs.
- **Users highlight** that Zendesk for Customer Service is particularly effective for mid-market companies, as it offers a range of features that cater to larger teams and more complex workflows. In contrast, Hiver is favored by small businesses, which may limit its scalability for growing organizations.
- **G2 reviewers note** that while Hiver provides excellent support with 24/7 availability, Zendesk's quality of support is also highly rated, with users appreciating the extensive resources and community forums available for troubleshooting and learning. This makes Zendesk a strong contender for businesses looking for comprehensive support options.



| | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,283 | 6,994 | 
| **Largest Market Segment** | Small-Business (66.8% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | $25.00 Per Month | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Hiver in Gmail

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

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

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 9.0 (993 reviews) | 8.6 (5220 reviews) | 
  | **Ease of Use** | 9.1 (1017 reviews) | 8.6 (5447 reviews) | 
  | **Ease of Setup** | 9.0 (593 reviews) | 8.0 (3349 reviews) | 
  | **Ease of Admin** | 9.2 (454 reviews) | 8.2 (3150 reviews) | 
  | **Quality of Support** | 9.2 (921 reviews) | 8.4 (4999 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (445 reviews) | 8.4 (3073 reviews) | 
  | **Product Direction (% positive)** | 9.1 (986 reviews) | 8.0 (4869 reviews) | 

---
## Pricing

### Hiver in Gmail

#### Entry-Level Pricing

Plan: GROWTH

Price: $25.00 Per Month

Description: Ideal for small teams to deliver effortless, multi-channel support.

Key Features:
- Everything in Free plan and
- AI Compose
- AI Summarizer

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

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 8.0/10 | 353 |
| **Zendesk for Customer Service** | 8.2/10 | 3761 |

#### Ticket and Case Management

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (211 reviews) ✓ Verified | 8.8 (2602 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.7 (215 reviews) ✓ Verified | 8.7 (2648 reviews) ✓ Verified | 
| **Workflow** | 8.6 (222 reviews) ✓ Verified | 8.5 (2595 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (204 reviews) ✓ Verified | 8.4 (2403 reviews) ✓ Verified | 
| **SLA Management** | 8.2 (176 reviews) ✓ Verified | 8.2 (1941 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (188 reviews) | 8.4 (2413 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.6 (209 reviews) ✓ Verified | 8.6 (2429 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.1 (112 reviews) | 8.3 (1877 reviews) ✓ Verified | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.2 (74 reviews) | 7.6 (391 reviews) | 
| **AI Text Summarization** | 7.3 (73 reviews) | 7.6 (388 reviews) | 

#### Agentic AI - Help Desk

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (29 reviews) | 7.8 (251 reviews) | 
| **Natural Language Interaction** | 7.2 (29 reviews) | 7.9 (246 reviews) | 
| **Proactive Assistance** | 6.8 (28 reviews) | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.2 (160 reviews) | 8.5 (2073 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (217 reviews) ✓ Verified | 8.8 (2358 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.5 (190 reviews) | 8.4 (1761 reviews) ✓ Verified | 
| **Social Integration** | 7.5 (109 reviews) | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | 7.5 (104 reviews) | 8.0 (1342 reviews) ✓ Verified | 

#### Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.5 (175 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 7.8 (160 reviews) | 8.0 (1791 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.8 (213 reviews) ✓ Verified | 8.3 (1970 reviews) ✓ Verified | 
| **Integration** | 8.2 (175 reviews) ✓ Verified | 8.2 (1799 reviews) ✓ Verified | 
| **Reporting** | 8.2 (193 reviews) ✓ Verified | 7.9 (2410 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (206 reviews) ✓ Verified | 8.0 (2434 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 7.6/10 | 152 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Multi-Channel Coverage** | 7.9 (149 reviews) | Not enough data | 
| **Open Listening** | 7.6 (143 reviews) | Not enough data | 
| **Physical Media** | 6.7 (141 reviews) | Not enough data | 

#### Design

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 7.9 (142 reviews) | Not enough data | 
| **Create Content** | 7.3 (142 reviews) | Not enough data | 
| **Personalization** | 8.0 (144 reviews) | Not enough data | 
| **Inbound Identification** | 8.2 (144 reviews) | Not enough data | 
| **Regulatory Compliance** | 7.8 (141 reviews) | Not enough data | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.1 (107 reviews) | Not enough data | 
| **AI Text Summarization** | 7.1 (105 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 

#### Reporting

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 8.4/10 | 621 |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | 8.9 (571 reviews) | 8.5 (325 reviews) | 
| **Internal Discussion** | 8.7 (544 reviews) | 8.3 (324 reviews) | 
| **Assignments and Tasks** | 9.2 (574 reviews) | 8.4 (312 reviews) | 
| **Workflows** | 8.7 (502 reviews) | 8.4 (306 reviews) | 
| **Templates** | 8.7 (529 reviews) | 8.5 (315 reviews) | 
| **Integrations** | 8.2 (445 reviews) | 8.2 (311 reviews) | 
| **Tagging System** | 9.1 (557 reviews) | 8.2 (345 reviews) | 

#### Analytics

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | 8.0 (432 reviews) | 7.7 (263 reviews) | 
| **Performance Tracking** | 8.3 (463 reviews) | 8.0 (304 reviews) | 
| **Email Tracking** | 8.8 (499 reviews) | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (24 reviews) | 7.1 (21 reviews) | 
| **Decision Making** | 7.2 (24 reviews) | 7.4 (22 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 90 |

#### Responses

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (61 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.5 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.4 (24 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (24 reviews) | 

#### Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (66 reviews) | 
| **Integration** | Not enough data | 8.2 (64 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.3 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (23 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (24 reviews) | 
| **Task Execution** | Not enough data | 7.4 (25 reviews) | 
| **Problem Solving** | Not enough data | 7.4 (25 reviews) | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (30 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 613 |

#### Responses

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (445 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 7.3/10 | 5 |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (718 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (681 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.1 (711 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (756 reviews) | 
| **Transcripts** | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | 7.3 (5 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (202 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 7.8/10 | 411 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Sorting & Filtering

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Attachment Search** | 8.1 (350 reviews) | Not enough data | 
| **Tags** | 8.8 (385 reviews) | Not enough data | 
| **AI Sorting** | 7.5 (330 reviews) | Not enough data | 
| **Predefined Rules** | 8.0 (347 reviews) | Not enough data | 

#### Integrations

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Microsoft Outlook Integration** | 6.8 (286 reviews) | Not enough data | 
| **Gmail Integration** | 9.3 (396 reviews) | Not enough data | 
| **Apple Calendar Integration** | 7.1 (281 reviews) | Not enough data | 

#### Time Management

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Unified Inbox** | 8.7 (351 reviews) | Not enough data | 
| **Email Automation** | 8.5 (344 reviews) | Not enough data | 
| **Snooze** | 8.0 (313 reviews) | Not enough data | 

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.5 (204 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.2 (199 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (202 reviews) | Not enough data | 

#### Agentic AI - Email Management

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (31 reviews) | Not enough data | 
| **Cross-system Integration** | 7.2 (32 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (83 reviews) | 
| **Speech** | Not enough data | 7.5 (75 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (85 reviews) | 
| **Customization** | Not enough data | 8.2 (82 reviews) | 
| **Intelligent Routing** | Not enough data | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | 7.6 (79 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 6.5/10 | 213 |
| **Zendesk for Customer Service** | 8.3/10 | 2697 |

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.1 (718 reviews) | 
| **In-App Messaging** | Not enough data | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.0 (519 reviews) | 

####  Internal Use

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 7.8 (160 reviews) | 8.0 (1791 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.1 (648 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (897 reviews) | 
| **Team Inbox ** | Not enough data | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 8.4/10 | 8 |
| **Zendesk for Customer Service** | 8.2/10 | 1785 |

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 8.6 (6 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (7 reviews) | 8.5 (1523 reviews) | 
| **Searchable Articles** | 8.3 (7 reviews) | 8.5 (1443 reviews) | 
| **Community Forums** | 8.6 (7 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.3 (7 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 8.3 (7 reviews) | 8.0 (780 reviews) | 

#### Self-Service Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.6 (7 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.6 (7 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 8.8 (7 reviews) | 7.7 (676 reviews) | 
| **Integrations** | 8.8 (7 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (6 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.6 (6 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.3 (6 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 7.8 (6 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 7.8 (6 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 8.1 (6 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.3 (6 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (77 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (78 reviews) | 

#### Process

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | Not enough data | 8.4 (563 reviews) | 
| **Tickets** | Not enough data | 9.1 (744 reviews) | 
| **Macros** | Not enough data | 8.8 (693 reviews) | 

#### Channels

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Email** | Not enough data | 9.0 (743 reviews) | 
| **Social** | Not enough data | 8.4 (586 reviews) | 
| **Live Chat** | Not enough data | 8.7 (565 reviews) | 
| **Phone** | Not enough data | 8.2 (486 reviews) | 
| **Text** | Not enough data | 8.3 (421 reviews) | 

#### Insight

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (540 reviews) | 
| **Reporting** | Not enough data | 8.3 (647 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (562 reviews) | 
| **Help Desk** | Not enough data | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 9.0/10 | 5 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 9.0 (5 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 9.0 (5 reviews) | 7.7 (66 reviews) | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **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 | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **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 | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | 7.2/10 | 6 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - Google Workspace Communication Tools

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Cross-system Integration** | 7.2 (6 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 111 |

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

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (71 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

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

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver in Gmail** | N/A | N/A |
| **Zendesk for Customer Service** | 8.8/10 | 25 |

#### Platform

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.9 (19 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (11):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Hiver in Gmail (4):** [Email Management Software](https://www.g2.com/categories/email-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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)

**Unique to Zendesk for Customer Service (4):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification)


---
## Reviewer Demographics

### By Company Size

| Segment | Hiver in Gmail | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 66.8% | 40.8% | 
| **Mid-Market** | 27.3% | 45.8% | 
| **Enterprise** | 5.9% | 13.4% | 

### By Industry

#### Hiver in Gmail

- **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%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## Alternatives

### Alternatives to Hiver in Gmail

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 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 (845 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 (3880 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7752 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 (2916 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3880 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2520 reviews)

---
## Top Discussions

### Hiver in Gmail

- 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..."

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/hiver-in-gmail-vs-zendesk-for-customer-service)