Hiver
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Hiver in Gmail transforms Gmail into a full-fledged helpdesk. Support teams can manage shared inboxes, collaborate on conversations, automate workflows, and use AI to handle requests faster, all without leaving their inbox.
Hiver Omni is an AI omnichannel customer service platform built for complex support operations. Most helpdesks were designed around a simple model: a ticket comes in, an agent closes it. Hiver Omni, however, is built for support interactions that cross teams, touch multiple systems, and carry significant consequences if handled incorrectly. Key features of Hiver Omni: - Omnichannel capabilities in one workspace: Hiver Omni brings email, live chat, WhatsApp, voice, and a customer portal into a single shared workspace. A customer can start a conversation over email, follow up on chat, and escalate over a call. The full context carries across every touchpoint. - Native Slack support: Most B2B support happens over dedicated Slack channels. With Hiver Omni, customers can raise and track issues without leaving Slack, and for your support team, those conversations come in as structured tickets that can be assigned, tracked, and resolved like any other request. - AI across the support lifecycle: AI agents resolve requests end to end and trigger downstream workflows without any human involvement. When a request does need an agent, AI drafts the response and checks it for quality before it goes out. Managers get continuous QA scoring across the team and automatic flagging of knowledge base gaps, with suggested articles ready to review. - Cross-team collaboration and escalation: Agents can escalate tickets to specific teams, assign owners, and set internal SLAs to track response times across each handoff. Internal notes, linked Jira issues, Slack threads, and Salesforce cases all attach directly to the ticket, so everyone involved works from the same thread. - 360° account-level context, right in the conversation: Support doesn't happen in isolation from the broader account relationship. Every conversation surfaces past interactions, open issues, sentiment trends, and key account details like MRR and renewal timeline, pulled directly from connected CRMs and ERPs. More than 10,000 organizations, including Amplitude, Gusto, and Ping Identity, use Hiver Omni to manage complex support at scale.
Hiver Reviews
Katherine B.
Mid-Market (51-1000 emp.)Shared Inbox Visibility with Powerful Collaboration & SLAs
Jenn V.
Senior Manager, Global Mobility & TravelSmall-Business (50 or fewer emp.)Effortless Shared Inbox Management with Smart Assignments and Tags
Verified User in Financial Services
Mid-Market (51-1000 emp.)Round Robin Assignment and Business-Hours SLAs Make Tracking Easy
About
Hiver | The Agentic Customer Service Platform
Hiver is the agentic customer service platform where teams and AI work together to resolve complex customer issues across channels. Unlike legacy support platforms, where people do most of the heavy lifting to resolve customer issues, Hiver changes how that work gets done. Your team directs AI to handle most of it and steps in only when judgment or approval is needed. Ticketing, cross-team collaboration, and workflows provide the structure, context, and visibility needed to manage each request, while AI investigates issues, takes action, and resolves them end to end under your team’s direction. Hiver comes in two products: Hiver Omni, a dedicated omnichannel platform, and Hiver in Gmail, for teams that want to manage customer support right from their inbox. More than 10,000 teams, including Flexport, Gusto, and Ping Identity, trust Hiver to deliver great customer experiences.