# Hiver vs Zoho Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zoho Desk excels in providing a comprehensive solution for managing customer interactions, with users appreciating its ability to connect with vendors and customers seamlessly. The automation of repetitive tasks, such as ticket routing and prioritization, is highlighted as a significant advantage, making daily operations more efficient.
- **Users say** Hiver stands out for its email organization capabilities, particularly for larger teams. Reviewers mention that it allows for easy management of notes, links, tasks, and projects associated with each email, which enhances collaboration and speeds up workflows.
- **According to verified reviews** , Zoho Desk's implementation process is often praised for its intuitive onboarding wizard, which helps users get started quickly. In contrast, while Hiver is noted for its ease of use within the Gmail environment, some users still require minimal training to fully leverage its features.
- **Reviewers mention** that Hiver's support is a strong point, with 24/7 availability for users needing assistance. However, Zoho Desk also receives positive feedback for its support quality, although it may not match the immediacy that Hiver offers.
- **G2 reviewers highlight** that Zoho Desk provides a more robust multi-channel support system, allowing users to manage customer inquiries across various platforms effectively. This is particularly beneficial for businesses looking to streamline their customer service operations.
- **Users report** that while both platforms have strong user interfaces, Hiver's integration with Gmail makes it particularly user-friendly for those already familiar with the email service. However, Zoho Desk's flexibility in modifying workflows and its live chat feature are seen as significant advantages for teams needing more customization options.



| | Hiver | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,283 | 7,590 | 
| **Largest Market Segment** | Small-Business (66.9% of reviews) | Small-Business (72.8% of reviews) | 
| **Entry Level Price** | Free | $0.00 | 

---
## Top Pros & Cons

### Hiver

Pros:
- Ease of Use (182 reviews)
- Team Collaboration (150 reviews)

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

### Zoho Desk

Pros:
- Ease of Use (710 reviews)
- Features (517 reviews)

Cons:
- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)

---
## Ratings Comparison
| Rating | Hiver | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 9.0 (993 reviews) | 8.7 (6102 reviews) | 
  | **Ease of Use** | 9.1 (1017 reviews) | 8.5 (6182 reviews) | 
  | **Ease of Setup** | 9.0 (593 reviews) | 8.1 (5454 reviews) | 
  | **Ease of Admin** | 9.2 (454 reviews) | 8.3 (4932 reviews) | 
  | **Quality of Support** | 9.2 (921 reviews) | 8.3 (5487 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (445 reviews) | 8.4 (4460 reviews) | 
  | **Product Direction (% positive)** | 9.1 (986 reviews) | 8.9 (5826 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

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 8.0/10 | 352 |
| **Zoho Desk** | 8.1/10 | 4337 |

#### Ticket and Case Management

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (212 reviews) ✓ Verified | 8.7 (3484 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (216 reviews) ✓ Verified | 8.5 (3381 reviews) ✓ Verified | 
| **Workflow** | 8.6 (223 reviews) ✓ Verified | 8.4 (3209 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (205 reviews) ✓ Verified | 8.3 (2964 reviews) ✓ Verified | 
| **SLA Management** | 8.2 (177 reviews) ✓ Verified | 8.2 (2693 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (189 reviews) | 8.4 (2917 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.6 (209 reviews) ✓ Verified | 8.5 (2947 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.1 (112 reviews) | 8.3 (2532 reviews) ✓ Verified | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.2 (74 reviews) | 7.4 (970 reviews) | 
| **AI Text Summarization** | 7.3 (73 reviews) | 7.4 (953 reviews) | 

#### Agentic AI - Help Desk

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (29 reviews) | 7.1 (358 reviews) | 
| **Natural Language Interaction** | 7.2 (29 reviews) | 7.2 (361 reviews) | 
| **Proactive Assistance** | 6.8 (28 reviews) | 7.2 (358 reviews) | 

#### Communication Channels

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Customer Portal** | 8.2 (160 reviews) | 8.3 (2880 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (217 reviews) ✓ Verified | 8.6 (3131 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.5 (190 reviews) | 8.2 (2424 reviews) ✓ Verified | 
| **Social Integration** | 7.5 (109 reviews) | 8.0 (2164 reviews) ✓ Verified | 
| **Voice** | 7.5 (104 reviews) | 7.8 (1929 reviews) ✓ Verified | 

#### Platform

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | 7.5 (175 reviews) ✓ Verified | 8.1 (2306 reviews) ✓ Verified | 
| **Customization ** | 7.8 (160 reviews) | 8.2 (2759 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.8 (214 reviews) ✓ Verified | 8.4 (2861 reviews) ✓ Verified | 
| **Integration** | 8.2 (175 reviews) ✓ Verified | 8.2 (2363 reviews) ✓ Verified | 
| **Reporting** | 8.2 (193 reviews) ✓ Verified | 8.3 (2852 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (207 reviews) ✓ Verified | 8.4 (2988 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 376 |

#### Administration

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Database Management ** | Not enough data | 8.2 (344 reviews) | 
| **Data Workflows** | Not enough data | 8.2 (342 reviews) | 
| **Issue Management** | Not enough data | 8.4 (345 reviews) | 

#### Knowledge Management

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (325 reviews) | 
| **Publishing Workflows** | Not enough data | 8.2 (316 reviews) | 
| **Analytics** | Not enough data | 8.2 (322 reviews) | 

#### Compliance

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (337 reviews) | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | 8.2 (336 reviews) | 
| **Auditing** | Not enough data | 8.1 (334 reviews) | 

#### Customer Support

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (311 reviews) | 
| **Suggestions** | Not enough data | 8.2 (312 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (310 reviews) | 

#### Data Security

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | 8.4 (335 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Integrations** | Not enough data | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.4 (315 reviews) | 
| **Performance and Reliability** | Not enough data | 8.5 (313 reviews) | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 7.6/10 | 152 |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | 7.9 (149 reviews) | 8.2 (579 reviews) | 
| **Open Listening** | 7.6 (143 reviews) | 8.0 (558 reviews) | 
| **Physical Media** | 6.7 (141 reviews) | Feature Not Available | 

#### Design

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | 7.9 (142 reviews) | 7.9 (547 reviews) | 
| **Create Content** | 7.3 (142 reviews) | 7.7 (556 reviews) | 
| **Personalization** | 8.0 (144 reviews) | 8.1 (554 reviews) | 
| **Inbound Identification** | 8.2 (144 reviews) | 8.1 (550 reviews) | 
| **Regulatory Compliance** | 7.8 (141 reviews) | 8.1 (533 reviews) | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.1 (107 reviews) | 7.5 (428 reviews) | 
| **AI Text Summarization** | 7.1 (105 reviews) | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (448 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (442 reviews) | 
| **Two-Way Communication** | Not enough data | 8.3 (434 reviews) | 

#### Reporting

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (431 reviews) | 
| **Trend Analysis** | Not enough data | 8.2 (416 reviews) | 
| **Performance Monitoring** | Not enough data | 8.3 (423 reviews) | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (329 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (324 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 8.4/10 | 621 |
| **Zoho Desk** | N/A | N/A |

#### Productivity Tools

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Notes** | 8.9 (571 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (544 reviews) | Not enough data | 
| **Assignments and Tasks** | 9.2 (574 reviews) | Not enough data | 
| **Workflows** | 8.7 (502 reviews) | Not enough data | 
| **Templates** | 8.7 (529 reviews) | Not enough data | 
| **Integrations** | 8.2 (445 reviews) | Not enough data | 
| **Tagging System** | 9.1 (557 reviews) | Not enough data | 

#### Analytics

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Trends** | 8.0 (432 reviews) | Not enough data | 
| **Performance Tracking** | 8.3 (463 reviews) | Not enough data | 
| **Email Tracking** | 8.8 (499 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (24 reviews) | Not enough data | 
| **Decision Making** | 7.2 (24 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Responses

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 7.3/10 | 5 |
| **Zoho Desk** | N/A | N/A |

#### Conversational Platform

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | 7.3 (5 reviews) | Not enough data | 

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 7.8/10 | 411 |
| **Zoho Desk** | N/A | N/A |

#### Sorting & Filtering

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 |
| **Zoho Desk** | N/A | N/A |

#### Customer Support

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 6.5/10 | 213 |
| **Zoho Desk** | 8.5/10 | 3382 |

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (175 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.8 (719 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.7 (760 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.6 (659 reviews) | 
| **In-App Messaging** | Not enough data | 8.6 (632 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.3 (356 reviews) | 

####  Internal Use

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Customization ** | 7.8 (160 reviews) | 8.2 (2759 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | Feature Not Available | 
| **Lead Development** | Not enough data | 8.4 (455 reviews) | 
| **Knowledge Base** | Not enough data | 8.7 (714 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.7 (693 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.6 (707 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 8.4/10 | 8 |
| **Zoho Desk** | 8.0/10 | 1874 |

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | 8.6 (6 reviews) | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 8.6 (7 reviews) | 8.5 (1513 reviews) | 
| **Searchable Articles** | 8.3 (7 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.6 (7 reviews) | 8.1 (1277 reviews) | 
| **Mobile Optimization** | 8.3 (7 reviews) | 8.1 (770 reviews) | 
| **Personalization** | 8.3 (7 reviews) | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Branding** | 8.6 (7 reviews) | 8.3 (841 reviews) | 
| **Automation** | 8.6 (7 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 8.8 (7 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 8.8 (7 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (6 reviews) | 7.7 (79 reviews) | 
| **Multi-step Planning** | 8.6 (6 reviews) | 7.7 (80 reviews) | 
| **Cross-system Integration** | 8.3 (6 reviews) | 7.9 (79 reviews) | 
| **Adaptive Learning** | 7.8 (6 reviews) | 7.8 (84 reviews) | 
| **Natural Language Interaction** | 7.8 (6 reviews) | 7.8 (82 reviews) | 
| **Proactive Assistance** | 8.1 (6 reviews) | 7.8 (80 reviews) | 
| **Decision Making** | 8.3 (6 reviews) | 7.7 (84 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.2 (121 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (118 reviews) | 

#### Process

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Mentions** | Not enough data | 8.7 (491 reviews) | 
| **Tickets** | Not enough data | 9.0 (638 reviews) | 
| **Macros** | Not enough data | 8.5 (490 reviews) | 

#### Channels

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Email** | Not enough data | 9.0 (627 reviews) | 
| **Social** | Not enough data | 8.5 (545 reviews) | 
| **Live Chat** | Not enough data | 8.7 (516 reviews) | 
| **Phone** | Not enough data | 8.6 (459 reviews) | 
| **Text** | Not enough data | 8.8 (485 reviews) | 

#### Insight

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Surveys** | Not enough data | 8.7 (494 reviews) | 
| **Reporting** | Not enough data | 8.9 (546 reviews) | 
| **Visitor Activity** | Not enough data | 8.8 (516 reviews) | 
| **Help Desk** | Not enough data | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 9.0/10 | 5 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 9.0 (5 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | 9.0 (5 reviews) | 7.7 (185 reviews) | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | 7.2/10 | 6 |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - Google Workspace Communication Tools

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Cross-system Integration** | 7.2 (6 reviews) | Not enough data | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

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

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Hiver** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Hiver | Zoho Desk | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (7):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Hiver (7):** [Email Management Software](https://www.g2.com/categories/email-management), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [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), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Zoho Desk (3):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales)


---
## Reviewer Demographics

### By Company Size

| Segment | Hiver | Zoho Desk | 
|---|---|---|
| **Small-Business** | 66.9% | 72.8% | 
| **Mid-Market** | 27.2% | 23.6% | 
| **Enterprise** | 5.9% | 3.6% | 

### By Industry

#### Hiver

- **Computer Software:** 6.9%
- **Information Technology and Services:** 5.6%
- **Marketing and Advertising:** 5.5%
- **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:** 56.6%

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.5%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.8%

---
## Alternatives

### Alternatives to Hiver

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 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 (823 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 (3851 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 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..."

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/hiver-vs-zoho-desk)