# Hiver vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a comprehensive and organized customer support experience. Users appreciate its intuitive ticketing system, which allows for easy tracking, prioritization, and resolution of customer inquiries, making it a robust choice for mid-market businesses.
- **Users say** Hiver shines in its seamless integration with Gmail, making it particularly user-friendly for teams already using this platform. Reviewers highlight how easy it is to implement and navigate, which helps teams stay organized with notes, tasks, and projects linked to each email.
- **According to verified reviews** , Zendesk for Customer Service offers superior automation capabilities, with users praising its flexibility in integrating third-party applications like Jira and Salesforce. This feature enhances workflow efficiency, a significant advantage for larger organizations.
- **Reviewers mention** that while Hiver is highly rated for its ease of use, it may not provide the same level of advanced features as Zendesk. Users note that Hiver is best suited for small businesses that prioritize email organization over extensive customer service functionalities.
- **G2 reviewers highlight** the quality of support provided by both platforms, but Zendesk users report a more extensive support ecosystem. They appreciate the variety of resources available, including detailed documentation and community forums, which can be crucial for troubleshooting and learning.
- **Users express** that Zendesk for Customer Service has a higher overall satisfaction score, reflecting its ability to meet diverse customer service needs effectively. In contrast, while Hiver is praised for its simplicity, some users feel it lacks the depth required for more complex customer service operations.



| | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,283 | 6,948 | 
| **Largest Market Segment** | Small-Business (66.8% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | Free | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Hiver

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 | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 9.0 (993 reviews) | 8.6 (5213 reviews) | 
  | **Ease of Use** | 9.1 (1017 reviews) | 8.6 (5393 reviews) | 
  | **Ease of Setup** | 9.0 (593 reviews) | 8.0 (3334 reviews) | 
  | **Ease of Admin** | 9.2 (454 reviews) | 8.2 (3146 reviews) | 
  | **Quality of Support** | 9.2 (921 reviews) | 8.4 (4957 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (445 reviews) | 8.4 (3069 reviews) | 
  | **Product Direction (% positive)** | 9.1 (986 reviews) | 8.0 (4861 reviews) | 

---
## Pricing

### 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

### 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** | 8.0/10 | 353 |
| **Zendesk for Customer Service** | 8.2/10 | 3718 |

#### Ticket and Case Management

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (211 reviews) ✓ Verified | 8.8 (2596 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.7 (215 reviews) ✓ Verified | 8.7 (2635 reviews) ✓ Verified | 
| **Workflow** | 8.6 (222 reviews) ✓ Verified | 8.5 (2571 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (204 reviews) ✓ Verified | 8.4 (2395 reviews) ✓ Verified | 
| **SLA Management** | 8.2 (176 reviews) ✓ Verified | 8.2 (1937 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (188 reviews) | 8.4 (2411 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.6 (209 reviews) ✓ Verified | 8.6 (2421 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.1 (112 reviews) | 8.3 (1874 reviews) ✓ Verified | 

#### Generative AI

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.2 (74 reviews) | 7.6 (391 reviews) | 
| **AI Text Summarization** | 7.3 (73 reviews) | 7.6 (386 reviews) | 

#### Agentic AI - Help Desk

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (29 reviews) | 7.8 (247 reviews) | 
| **Natural Language Interaction** | 7.2 (29 reviews) | 7.9 (245 reviews) | 
| **Proactive Assistance** | 6.8 (28 reviews) | 8.0 (247 reviews) | 

#### Communication Channels

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.2 (160 reviews) | 8.5 (2071 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (217 reviews) ✓ Verified | 8.8 (2347 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.5 (190 reviews) | 8.4 (1757 reviews) ✓ Verified | 
| **Social Integration** | 7.5 (109 reviews) | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | 7.5 (104 reviews) | 8.0 (1335 reviews) ✓ Verified | 

#### Platform

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.5 (175 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 7.8 (160 reviews) | 8.0 (1790 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.8 (213 reviews) ✓ Verified | 8.3 (1966 reviews) ✓ Verified | 
| **Integration** | 8.2 (175 reviews) ✓ Verified | 8.2 (1786 reviews) ✓ Verified | 
| **Reporting** | 8.2 (193 reviews) ✓ Verified | 7.9 (2391 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (206 reviews) ✓ Verified | 8.0 (2427 reviews) ✓ Verified | 

### Customer Communications Management

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

#### Channels

| Feature | Hiver | 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 | 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 | 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** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 889 |

#### Usability

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (664 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (661 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (635 reviews) | 

#### Reporting

| Feature | Hiver | 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 (643 reviews) | 

#### Generative AI

| Feature | Hiver | 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** | 8.4/10 | 621 |
| **Zendesk for Customer Service** | 8.1/10 | 413 |

#### Productivity Tools

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | 8.9 (571 reviews) | 8.5 (323 reviews) | 
| **Internal Discussion** | 8.7 (544 reviews) | 8.3 (324 reviews) | 
| **Assignments and Tasks** | 9.2 (574 reviews) | 8.4 (311 reviews) | 
| **Workflows** | 8.7 (502 reviews) | 8.4 (305 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 (343 reviews) | 

#### Analytics

| Feature | Hiver | 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 | 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** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 88 |

#### Responses

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (62 reviews) | 
| **Route To Human** | Not enough data | 8.6 (70 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.4 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.8 (26 reviews) | 
| **Lead Generation** | Not enough data | 7.5 (25 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.8 (25 reviews) | 

#### Platform

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (67 reviews) | 
| **Integration** | Not enough data | 8.2 (65 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.4 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (24 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (25 reviews) | 
| **Task Execution** | Not enough data | 7.4 (26 reviews) | 
| **Problem Solving** | Not enough data | 7.5 (26 reviews) | 

#### Generative AI

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (31 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (30 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 612 |

#### Responses

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (467 reviews) | 
| **Control** | Not enough data | 8.1 (464 reviews) | 
| **Route To Human** | Not enough data | 8.3 (446 reviews) | 
| **Menu bars** | Not enough data | 8.1 (445 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (354 reviews) | 

#### Platform

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (471 reviews) | 
| **Branding** | Not enough data | 8.3 (462 reviews) | 
| **Analytics** | Not enough data | 8.2 (466 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 (454 reviews) | 

#### Generative AI

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (112 reviews) | 
| **AI Text Summarization** | Not enough data | 8.2 (110 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 7.3/10 | 5 |
| **Zendesk for Customer Service** | 8.1/10 | 1095 |

#### Conversational Platform

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (716 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (682 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (748 reviews) | 

#### Support Automation

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.1 (712 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (757 reviews) | 
| **Transcripts** | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | 7.3 (5 reviews) | 8.1 (790 reviews) | 

#### Generative AI

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (203 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (202 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 197 |

#### Messaging Channels

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.0 (170 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Hiver | 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** | 7.8/10 | 411 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Sorting & Filtering

| Feature | Hiver | 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 | 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 | 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 | 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 | 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** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 112 |

#### Customer Support

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (84 reviews) | 
| **Speech** | Not enough data | 7.5 (76 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (86 reviews) | 
| **Customization** | Not enough data | 8.2 (83 reviews) | 
| **Intelligent Routing** | Not enough data | 8.1 (83 reviews) | 

#### Artificial Intelligence

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | 7.6 (80 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (85 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 6.5/10 | 213 |
| **Zendesk for Customer Service** | 8.3/10 | 2694 |

#### Generative AI

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | 7.9 (206 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.6 (951 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.5 (964 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.1 (719 reviews) | 
| **In-App Messaging** | Not enough data | 8.5 (736 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.0 (520 reviews) | 

####  Internal Use

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 7.8 (160 reviews) | 8.0 (1790 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.5 (847 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.1 (649 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (897 reviews) | 
| **Team Inbox ** | Not enough data | 8.6 (828 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.3 (847 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 8.4/10 | 8 |
| **Zendesk for Customer Service** | 8.2/10 | 1781 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.6 (7 reviews) | 8.5 (1521 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 (647 reviews) | 
| **Personalization** | 8.3 (7 reviews) | 8.0 (779 reviews) | 

#### Self-Service Platform

| Feature | Hiver | 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 (673 reviews) | 
| **Integrations** | 8.8 (7 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Hiver | 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 (61 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** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 840 |

#### Generative AI

| Feature | Hiver | 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 | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | Not enough data | 8.4 (563 reviews) | 
| **Tickets** | Not enough data | 9.1 (743 reviews) | 
| **Macros** | Not enough data | 8.8 (692 reviews) | 

#### Channels

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Email** | Not enough data | 9.0 (742 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 | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (539 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 (666 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

| Feature | Hiver | 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** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Hiver | 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 | 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 | 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 | 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** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Hiver | 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 | 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 | 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** | 7.2/10 | 6 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - Google Workspace Communication Tools

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

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 107 |

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

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (71 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (70 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (69 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

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

| Feature | Hiver | 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 (70 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (69 reviews) | 

#### Automation

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (73 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Hiver | 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** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Hiver | 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** | N/A | N/A |
| **Zendesk for Customer Service** | 9.5/10 | 22 |

#### Platform

| Feature | Hiver | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 9.6 (15 reviews) | 
| **Integration APIs** | Not enough data | 9.1 (13 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Performance** | Not enough data | 8.8 (10 reviews) | 
| **Mobility** | Not enough data | 9.0 (7 reviews) | 
| **Reporting** | Not enough data | 9.3 (10 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Hiver | 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 (10):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [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 (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 (5):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [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 | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 66.8% | 40.8% | 
| **Mid-Market** | 27.3% | 45.8% | 
| **Enterprise** | 5.9% | 13.4% | 

### By Industry

#### 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%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.8%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.1%

---
## Alternatives

### Alternatives to Hiver

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2467 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 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 (833 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 (7638 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)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3749 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2467 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 (560 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 (7341 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)

---
## Top Discussions

### 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..."

### 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-vs-zendesk-for-customer-service)