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At a Glance
Market Segments
Small-Business (67.0% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Free
$19.00 1 user per month billed annually
Hiver
Star Rating
(1,275)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 5 pricing plansZendesk for Customer Service
Star Rating
(6,662)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Hiver's ease of use is superior, with a score of 9.0 compared to Zendesk Support Suite's 8.6. Reviewers mention that Hiver's interface is intuitive, making it easier for teams to adopt quickly.
- Reviewers mention that Hiver offers a free entry-level price, making it more accessible for small businesses, while Zendesk Support Suite starts at $19.00, which may be a barrier for some users.
- G2 users highlight that Hiver excels in ticket collaboration, scoring 8.7 against Zendesk's 8.6. Users appreciate Hiver's seamless integration with Gmail, allowing for efficient teamwork on tickets.
- Users on G2 report that Hiver's automation features, with a score of 8.3, are more user-friendly compared to Zendesk's 8.2. Reviewers mention that Hiver's automation setup is straightforward, enabling teams to streamline their workflows effectively.
- Reviewers mention that Zendesk Support Suite has a larger number of reviews (6355) compared to Hiver (1235), indicating a more established presence in the market, but Hiver's higher star rating of 4.6 suggests strong user satisfaction.
- Users say that Hiver's customer support quality, scoring 9.2, outshines Zendesk's 8.4. Reviewers appreciate Hiver's responsive support team, which is crucial for small businesses needing quick assistance.
Pricing
Entry-Level Pricing
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Hiver
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.0
988
8.6
5,118
Ease of Use
9.1
1,012
8.6
5,162
Ease of Setup
9.0
587
8.0
3,186
Ease of Admin
9.2
451
8.2
3,073
Quality of Support
9.2
916
8.4
4,796
Has the product been a good partner in doing business?
9.2
442
8.4
2,999
Product Direction (% positive)
9.1
981
8.0
4,771
Features by Category
Ticket and Case Management
8.8
212
|
Verified
8.8
2552
|
Verified
8.7
215
|
Verified
8.7
2567
|
Verified
8.6
222
|
Verified
8.5
2492
|
Verified
8.5
207
|
Verified
8.4
2337
|
Verified
8.2
178
|
Verified
8.2
1921
|
Verified
8.3
191
8.4
2398
|
Verified
8.6
206
|
Verified
8.6
2386
|
Verified
8.1
112
8.3
1853
|
Verified
Generative AI
7.1
75
7.6
384
7.2
74
7.6
385
Agentic AI - Help Desk
7.1
30
7.8
245
7.0
30
7.9
245
6.6
29
8.0
246
Communication Channels
8.2
161
8.5
2060
|
Verified
8.9
217
|
Verified
8.8
2310
|
Verified
8.5
190
8.4
1724
|
Verified
7.5
110
8.0
1428
|
Verified
7.5
105
8.0
1313
|
Verified
Platform
7.5
176
|
Verified
7.8
1387
|
Verified
7.8
161
8.0
1777
|
Verified
8.8
215
|
Verified
8.3
1947
|
Verified
8.2
176
|
Verified
8.2
1739
|
Verified
8.2
193
|
Verified
7.9
2339
|
Verified
8.4
208
|
Verified
8.0
2407
|
Verified
Channels
7.9
149
Not enough data
7.6
143
Not enough data
6.7
141
Not enough data
Design
7.9
142
Not enough data
7.3
142
Not enough data
8.0
144
Not enough data
8.2
144
Not enough data
7.8
141
Not enough data
Generative AI
7.1
107
Not enough data
7.1
105
Not enough data
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
7.3
5
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Sorting & Filtering
8.1
351
Not enough data
8.8
386
Not enough data
7.5
331
Not enough data
7.9
348
Not enough data
Integrations
6.8
287
Not enough data
9.3
396
Not enough data
7.1
282
Not enough data
Time Management
8.7
352
Not enough data
8.5
345
Not enough data
8.0
314
Not enough data
Generative AI
7.4
205
Not enough data
7.1
200
Not enough data
7.4
203
Not enough data
Agentic AI - Email Management
7.0
32
Not enough data
7.0
33
Not enough data
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
7.8
161
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
Verified
Generative AI
7.4
7
Feature Not Available
Self-Service Experience
7.9
8
8.5
1499
7.7
8
8.5
1436
7.7
8
8.0
1024
7.3
8
7.7
648
7.5
8
8.0
780
Self-Service Platform
7.9
8
8.2
828
8.1
8
8.2
841
7.7
8
7.7
658
7.9
8
8.2
806
Agentic AI - Customer Self-Service
7.4
7
8.3
63
7.6
7
8.3
63
7.6
7
8.2
64
6.7
7
8.7
63
6.7
7
8.6
61
7.1
7
8.2
63
7.4
7
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
9.0
5
7.8
67
9.0
5
7.7
66
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
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
6.7
5
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Hiver and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Shared Inbox, Live Chat, Help Desk, Customer Self-Service, Complaint Management, Conversational Support, Social Customer Service, Customer Service Automation, and Chatbots
Unique Categories
Hiver is categorized as Email Management, Customer Communications Management, Google Workspace Communication Tools, and AI IT Agents
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, AI Customer Support Agents, AI Agents For Business Operations, and Proactive Notification
Reviews
Reviewers' Company Size
Hiver
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
Computer Software
6.9%
Marketing and Advertising
5.4%
Information Technology and Services
5.3%
Accounting
4.9%
Financial Services
4.2%
Other
73.3%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
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
Is zendesk any good?
8 Comments
AM
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...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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