AI Support

Hiver

by Hiver

★4.4

364 reviews

Gmail-based help desk with AI features for teams that want to manage customer support without leaving their inbox

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📌Key Takeaways

1Hiver is a ai support AI agent by Hiver, founded in 2011.
2Gmail-based help desk with AI features for teams that want to manage customer support without leaving their inbox
3Top strengths: Shared Inbox Management: Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where...; AI-Powered Harvey Bot: Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey....
4Rated 4.4/5 based on 364 reviews.

Overview

Hiver is a comprehensive AI-powered customer support platform that revolutionizes how teams handle customer communications by transforming familiar email interfaces into powerful collaborative workspaces. Unlike traditional helpdesk solutions that require teams to learn entirely new systems, Hiver operates natively within Gmail and Outlook, allowing support teams to manage customer conversations, automate responses, and collaborate seamlessly without ever leaving their inbox. This innovative approach eliminates the friction of context-switching between applications and dramatically reduces the learning curve for new team members. The platform combines sophisticated shared inbox functionality with AI-powered ticket management, intelligent automation, and robust team collaboration tools to create a unified customer support ecosystem. Hiver's artificial intelligence capabilities extend beyond simple automation—the system intelligently categorizes incoming messages, prioritizes tickets based on urgency and customer value, and routes conversations to the most appropriate team members based on expertise, workload, and historical performance data. Hiver serves businesses across the entire spectrum, from agile startups seeking their first professional support solution to large enterprises managing thousands of daily customer interactions. The platform's flexibility allows it to scale seamlessly as organizations grow, adapting to increasingly complex support workflows without requiring fundamental changes to how teams operate. Key value propositions include dramatically reduced response times through intelligent automation, improved team productivity via streamlined collaboration features, enhanced customer satisfaction through personalized and timely support, and comprehensive analytics that provide actionable insights into support performance. The platform integrates with over 100 business applications, including popular CRM systems, project management tools, and communication platforms, ensuring that customer support operations remain connected to the broader business ecosystem. Whether handling technical support inquiries, managing sales-related questions, or coordinating internal IT requests, Hiver provides the tools teams need to deliver exceptional service while maintaining operational efficiency.

🎯 Key Differentiator

AI-Extracted

AI-powered email automation and intelligent ticket routing within Gmail and Outlook native interfaces

Hiver's core differentiator is its seamless integration directly into Gmail and Outlook, allowing teams to manage customer support without leaving their email client. According to Hiver's platform documentation, the AI automatically categorizes, prioritizes, and routes tickets to appropriate team members based on content analysis, historical patterns, and team member expertise—reducing manual triage work by up to 80% and improving first-response times significantly. This native email integration approach is unique compared to competitors like Zendesk or Freshdesk that require separate platforms and constant context-switching between applications.

This differentiator was AI-extracted from competitive research.

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Last verified: January 27, 2026

Key Features

Shared Inbox Management

Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where entire teams can access, manage, and respond to customer inquiries without forwarding emails or using CC/BCC. Each team member sees the same inbox view with real-time updates, ensuring no customer message falls through the cracks. The system prevents duplicate responses through collision detection, shows who is currently viewing or responding to a conversation, and maintains a complete audit trail of all actions taken on each email thread. Eliminates email chaos and ensures every customer inquiry receives a timely, coordinated response from the most appropriate team member.

AI-Powered Harvey Bot

Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey analyzes incoming emails to automatically suggest relevant template responses, detect customer sentiment, identify urgent issues requiring immediate attention, and even draft initial responses based on historical conversation patterns. The AI continuously learns from team interactions, becoming more accurate and helpful over time as it processes more conversations and receives feedback from agents. Reduces average handling time by automating routine tasks and providing intelligent suggestions that help agents respond faster and more accurately.

Intelligent Ticket Routing

Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incoming customer inquiries to the right team members instantly. Administrators can configure round-robin distribution for equal workload balancing, skill-based routing that matches ticket topics to agent expertise, or priority-based assignment that ensures VIP customers receive immediate attention from senior team members. The system considers current agent workload, availability status, and historical performance to optimize assignments in real-time. Ensures customers always reach the most qualified agent while maintaining balanced workloads across the support team.

Collaboration Tools & Internal Notes

Hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that keep all communication about a customer issue in one place. Team members can discuss complex issues, seek guidance from colleagues, or escalate to supervisors without the customer ever seeing these internal conversations. The shared draft feature allows multiple agents to collaborate on crafting the perfect response before sending, while @mentions ensure the right people are notified when their input is needed. Facilitates knowledge sharing and team collaboration while maintaining a professional, unified front to customers.

Analytics & Reporting Dashboard

Hiver provides comprehensive analytics that give support leaders complete visibility into team performance, customer satisfaction trends, and operational efficiency metrics. The dashboard tracks key indicators including first response time, resolution time, customer satisfaction scores (CSAT), agent productivity metrics, and conversation volume trends. Customizable reports can be scheduled for automatic delivery, and real-time dashboards help managers identify bottlenecks, recognize top performers, and make data-driven decisions to improve support operations. Empowers support leaders with actionable insights to continuously optimize team performance and customer experience.

Pros & Cons

Pros

+Shared Inbox Management: Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where...
+AI-Powered Harvey Bot: Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey...
+Intelligent Ticket Routing: Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incoming customer inquiries to the right team members in...
+Collaboration Tools & Internal Notes: Hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that keep all communication about a customer issue in o...
+Analytics & Reporting Dashboard: Hiver provides comprehensive analytics that give support leaders complete visibility into team performance, customer satisfaction trends, and operatio...

Cons

−AI-generated content requires human review to ensure accuracy and brand voice consistency.
−Initial setup and integration may require technical resources or onboarding support.
−Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Use Cases

Explore all AI Support use cases →

AI SDR: Automated Outbound Prospecting→

Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.

Lead Qualification and Scoring→

Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.

Frequently Asked Questions

Hiver offers: Shared Inbox Management: Hiver's shared inbox functionality transforms standard email accounts like support@company.com or he. AI-Powered Harvey Bot: Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive su. Intelligent Ticket Routing: Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incomi. Collaboration Tools & Internal Notes: Hiver enables seamless team collaboration through internal notes, @mentions, and shared drafts that . Analytics & Reporting Dashboard: Hiver provides comprehensive analytics that give support leaders complete visibility into team perfo.

1. Shared Inbox Management: Hiver's shared inbox functionality transforms standard email accounts like support@company.com or help@company.com into collaborative workspaces where... 2. AI-Powered Harvey Bot: Harvey is Hiver's intelligent AI assistant that leverages machine learning to automate repetitive support tasks and enhance agent productivity. Harvey... 3. Intelligent Ticket Routing: Hiver's automated assignment system uses sophisticated rules and AI-powered analysis to route incoming customer inquiries to the right team members in...

1. AI-generated content requires human review to ensure accuracy and brand voice consistency. 2. Initial setup and integration may require technical resources or onboarding support. 3. Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Hiver was founded in 2011. The company has raised $22M+ total. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Common use cases for Hiver include: Gmail integration, AI summarization. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

AI-powered email automation and intelligent ticket routing within Gmail and Outlook native interfaces. Hiver's core differentiator is its seamless integration directly into Gmail and Outlook, allowing teams to manage customer support without leaving their email client. According to Hiver's platform documentation, the AI automatically categorizes, prioritizes, and routes tickets to appropriate team members based on content analysis, historical patterns, and team member expertise—reducing manual triage work by up to 80% and improving first-response times significantly. This native email integration approach is unique compared to competitors like Zendesk or Freshdesk that require separate platforms and constant context-switching between applications.

Hiver serves various industries including: SaaS & Technology, E-commerce & Retail, Financial Services, Healthcare, Education. Technology companies rely heavily on customer support to drive retention and expansion revenue, making Hiver an ideal fit for SaaS businesses. The platform's native email integration means technical support teams can handle complex product inquiries without switching between multiple tools, while AI-powered routing ensures technical questions reach engineers or product specialists when needed. Integration with development tools like Jira enables seamless escalation of bugs and feature requests.