Compare Hiver and Zendesk for Customer Service 
At a Glance
Market Segments
Small-Business (67.0% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Free
$19.00 1 user per month billed annually
Hiver
Star Rating
(1,280)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 plansZendesk for Customer Service
Star Rating
(6,798)4.3 out of 5
Market Segments
Mid-Market (45.6% 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.
- G2 reviewers report that Zendesk for Customer Service excels in providing a comprehensive and user-friendly interface, making it easier for teams to manage customer queries efficiently. Users appreciate the streamlined ticketing system that enhances response times and overall customer experience.
- Users say Hiver stands out for its simplicity and integration with Gmail, which allows for easy categorization and management of shared inboxes. Reviewers highlight the effectiveness of its task sorting features, making it a great choice for teams looking for a straightforward email management solution.
- According to verified reviews, Zendesk for Customer Service has a significantly higher G2 Score, indicating greater overall satisfaction among users. Many users commend its robust features, including generative AI capabilities that assist in crafting multi-level responses, which can be a game-changer for customer support teams.
- Reviewers mention that while Hiver offers a free plan with impressive features, it may not match the extensive capabilities of Zendesk for larger teams or more complex customer service needs. Users appreciate the internal chat and tagging system, but some feel limited by the overall functionality compared to Zendesk.
- Users highlight that Zendesk for Customer Service provides a centralized platform for managing various customer interactions, which is particularly beneficial for mid-market businesses. The ability to consolidate queries from multiple channels into one interface is frequently praised.
- G2 reviewers note that Hiver's user-friendly design and quick alert system make it a solid choice for small businesses. However, some users express a desire for more advanced features that could enhance their customer support capabilities, which Zendesk more readily provides.
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
991
8.6
5,176
Ease of Use
9.1
1,015
8.6
5,283
Ease of Setup
9.0
591
8.0
3,245
Ease of Admin
9.2
452
8.2
3,111
Quality of Support
9.2
919
8.4
4,911
Has the product been a good partner in doing business?
9.2
443
8.4
3,034
Product Direction (% positive)
9.1
984
8.0
4,831
Features by Category
Ticket and Case Management
8.8
212
|
Verified
8.8
2579
|
Verified
8.7
215
|
Verified
8.7
2606
|
Verified
8.6
222
|
Verified
8.5
2535
|
Verified
8.5
205
|
Verified
8.4
2368
|
Verified
8.2
177
|
Verified
8.2
1931
|
Verified
8.3
189
8.4
2407
|
Verified
8.6
208
|
Verified
8.6
2408
|
Verified
8.1
112
8.3
1863
|
Verified
Generative AI
7.2
74
7.6
386
7.3
73
7.6
384
Agentic AI - Help Desk
7.3
29
7.8
245
7.2
29
7.9
243
6.8
28
8.0
245
Communication Channels
8.2
160
8.5
2066
|
Verified
8.9
217
|
Verified
8.8
2329
|
Verified
8.5
190
8.4
1744
|
Verified
7.5
109
8.0
1434
|
Verified
7.5
104
8.0
1322
|
Verified
Platform
7.5
175
|
Verified
7.8
1389
|
Verified
7.8
160
8.0
1780
|
Verified
8.8
214
|
Verified
8.3
1955
|
Verified
8.2
175
|
Verified
8.2
1764
|
Verified
8.2
193
|
Verified
7.9
2366
|
Verified
8.4
207
|
Verified
8.0
2417
|
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
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
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
102
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
350
Not enough data
8.8
385
Not enough data
7.5
330
Not enough data
8.0
347
Not enough data
Integrations
6.8
286
Not enough data
9.3
395
Not enough data
7.1
281
Not enough data
Time Management
8.7
351
Not enough data
8.5
344
Not enough data
8.0
313
Not enough data
Generative AI
7.5
204
Not enough data
7.2
199
Not enough data
7.4
202
Not enough data
Agentic AI - Email Management
7.2
31
Not enough data
7.2
32
Not enough data
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
948
|
Verified
Not enough data
8.4
963
|
Verified
Not enough data
8.1
719
Not enough data
8.5
735
|
Verified
Not enough data
8.0
520
Internal Use
7.8
160
8.0
1780
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
846
|
Verified
Generative AI
8.6
6
Feature Not Available
Self-Service Experience
8.6
7
8.5
1510
8.3
7
8.5
1441
8.6
7
8.0
1024
8.3
7
7.7
647
8.3
7
8.0
779
Self-Service Platform
8.6
7
8.2
829
8.6
7
8.2
845
8.8
7
7.7
664
8.8
7
8.2
811
Agentic AI - Customer Self-Service
8.6
6
8.3
63
8.6
6
8.3
63
8.3
6
8.2
65
7.8
6
8.7
63
7.8
6
8.6
61
8.1
6
8.2
63
8.3
6
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
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
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
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
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
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 AI Customer Support Agents, AI Agents For Business Operations, Workforce Management, Conversational Commerce Platforms, 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%
Information Technology and Services
5.5%
Marketing and Advertising
5.4%
Accounting
4.9%
Financial Services
4.1%
Other
73.2%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
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
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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