Hiver

Hiver is a modern AI customer service ticketing system designed for fast-growing SMBs. Unlike traditional systems like Zendesk or Freshdesk with complex features and high learning curves, Hiver adopts an "inbox-as-ticket" philosophy, enabling teams to manage omnichannel customer inquiries without leaving Gmail. Core features include: shared inbox management (support@, info@, etc.), omnichannel integration (email, live chat, Slack, WhatsApp, voice), AI smart replies (resolving 70% of repetitive issues), automated workflows (auto-assignment, tag classification, SLA tracking), and team performance analytics (response times, resolution rates, CSAT). Hiver's unique advantages include极简 onboarding (10-minute setup), unlimited users on the free plan, and transparent pricing (per-agent billing with no hidden fees). Ideal for e-commerce teams, SaaS companies, financial service institutions with 5-500 employees, and enterprise customer service departments requiring unified multi-channel management.

Omnichannel Ticket Management

Integrate email, live chat, Slack, WhatsApp, and voice calls into a unified workspace. Agents handle inquiries from all channels without switching tools, with automatic ticket status and ownership tracking.

AI Customer Service Agents

AI Agents autonomously handle complex customer inquiries, automatically identifying topics and tags, performing sentiment analysis, extracting fields like order IDs, and resolving up to 70% of repetitive issues—allowing human agents to focus on high-value tickets.

AI Agent Copilot

AI Copilot assists human agents in real-time, generating reply suggestions based on knowledge bases, automatically polishing tone and grammar, creating conversation summaries—improving response speed by 2x.

Automated Workflows

Rule-based automated assignment (load balancing, skill-based round-robin), tag classification, follow-up reminders, SLA timeout escalation—reducing manual operations and ensuring timely ticket responses.

Shared Inbox Collaboration

Teams share inboxes like support@ and sales@. Internal notes, @mentions, and collision alerts prevent duplicate replies. Managers can follow important tickets and view progress in real-time.

Analytics Dashboards

Custom dashboards track core metrics like response times, ticket volumes, CSAT, and team workload. Supports export to BI tools for deep analysis.

1. Visit Hiver website and register free with Google Workspace account. Complete basic setup in 10 minutes.

2. Create shared inboxes like support@ and info@ in Shared Inboxes, and invite team members.

3. Configure Automation Rules: set ticket auto-assignment logic (skill-based round-robin, load balancing), tag classification rules, SLA timeout reminders.

4. Enable AI features: upload company knowledge base (FAQ, product docs, SOPs) in AI Settings. AI automatically learns and generates reply suggestions.

5. Agents handle tickets directly in Gmail, using AI reply suggestions, internal notes for collaboration. For complex issues, @team members or escalate to managers.

6. Managers view team performance reports in Analytics, monitor SLA compliance rates, CSAT trends, and export data for weekly reviews.

10-Minute Onboarding vs Complex Training

Zendesk and Salesforce Service Cloud require days of configuration and training. Hiver is Gmail-based, so agents need no new interface learning—10-minute setup and ready to handle tickets.

Unlimited Users Free vs Expensive Subscriptions

Freshdesk and Intercom free plans limit to 1-3 agents. Hiver's free plan supports unlimited users with only advanced features restricted—small teams can start at zero cost.

AI Autonomous Resolution vs Simple Keyword Matching

Traditional chatbots only answer preset FAQs. Hiver AI Agents understand context and can execute multi-step operations (refunds, order lookups, escalation follow-ups), truly resolving 70% of repetitive issues.

Omnichannel Integration vs Fragmented Tools

Competitors require separate tools: Zendesk Talk (voice), Intercom (chat), Front (email). Hiver integrates all channels in one platform, avoiding information silos and lost context.

Transparent Pricing vs Hidden Fees

Most competitors charge by feature modules. Basic plans have crippled functionality, and upgrades double costs. Hiver bills per agent with core features in all plans and no hidden fees.

All plans include 7-day free trial. Annual billing enjoys 20% discount. Pricing as per official website, see Pricing Page.

Official Documentation

Visit Hiver Help Center for detailed usage guides, video tutorials, and best practices.

24*7 Customer Support

All plans include round-the-clock email and live chat support: 24-hour response on weekdays, 48-hour response on weekends.

Blog & Cases

Follow Hiver Blog for customer service tips, product updates, and customer success stories across e-commerce, SaaS, finance, and other industries.

Community Forum

Exchange experiences, ask questions, and share automation templates and report configurations in Hiver Community.

Client Download

Hiver is primarily used via web and Gmail plugin, no standalone client required.

• Chrome Extension — Gmail integration, essential
• Firefox Extension — For Firefox browser users

Mobile Applications

• iOS App — iPhone/iPad agent management
• Android App — Android agent management

Mobile apps support viewing tickets, replying to customers, and team collaboration—ideal for field work or remote scenarios.

Related Tool Recommendations

• AppWizzy — AI app development platform for quickly building customer service analytics dashboards
• Flowith — AI recruiting tool suitable for screening and training customer service candidates
• WADesk — WhatsApp CRM bot, complementary to Hiver ticketing system

Learning Resources

• Automation Template Library — Pre-configured automation rules, one-click import
• SLA Management Best Practices — How to set reasonable SLA policies
• AI Customer Service Setup Guide — Complete workflow for deploying AI customer service from scratch