CEO and Co-founder
CTO and Co-founder
We’ve seen a big leap in what AI can do in 2026. It can work independently, understand more about how we work, and recommend what to do next.
These changes are happening fast. Yet the way support teams operate hasn’t changed nearly as much. Sure, AI helps answer routine questions, draft replies, and handle repetitive tasks.
But has it made the same impact when customer issues don’t have a straightforward path to resolution?
Think of a billing dispute that requires checking multiple systems, or a product bug that needs deeper investigation and coordination across teams.
AI has done little to change how these issues get resolved. Teams still spend a lot of time piecing together customer context, collaborating with colleagues, and taking a chain of manual steps to fix the issue.
And the work doesn’t end there. We’ve also seen how much effort goes into keeping help articles accurate, spotting recurring problems, and making sure responses meet the team’s standards.
We believe there’s a better way to run customer support. And that’s why we built Hiver.
The new way to run
customer support.
Direct AI to investigate issues, gather customer context, coordinate with people and take action across connected systems. Your team stays in control, guiding the process, making decisions, and approving actions when needed.
Create Skills that define how AI should handle recurring issues. Set the procedures it should follow, the actions it can take, and the guardrails it must operate within, so it can resolve even the most complex requests end-to-end.
AI learns from resolved conversations and keeps your help center up to date. It also spots recurring issues, at-risk customers, and evaluates responses against your quality standards. These insights help your team address problems early, improve processes, and deliver better customer experiences.
We believe the future of customer service is one where teams spend more time building customer relationships. AI does the heavy lifting, and every resolution improves the team's knowledge, processes, and ability to deliver better customer experiences.
Hiver is the only customer service platform built for the agentic era.
Products
A dedicated omnichannel platform with AI, ticketing, cross-team collaboration, and workflows.
Learn more
Run customer support right from Gmail, with everything your team needs. Manage shared inboxes, collaborate across teams, and resolve complex issues with AI.
Learn moreHiver is an agentic customer service platform where teams and AI work together to tackle complex support across channels. It is available in two products: Hiver Omni, a dedicated omnichannel platform, and Hiver in Gmail, a helpdesk for teams that want to manage shared inboxes and run customer support directly from Gmail.
We’ve seen a big leap in what AI can do. It can work independently, understand more about how we work, and recommend what to do next.
Support teams are already benefiting from that. AI can answer routine questions, draft replies, and take repetitive tasks off the queue.
But when customer issues get complex, the way the work gets done hasn’t changed nearly as much. Teams still investigate what went wrong, coordinate across functions, work through different systems, and take the steps needed to fix the problem.
And once the issue is resolved, much of what they learned stays buried in the ticket, which means the same work often gets repeated the next time around.
Most support platforms and AI assistants have made parts of the job easier. They haven’t fundamentally changed how complex support gets done.
That’s why we built Hiver. Your team sets the direction and guides the outcome, while AI does the work behind the resolution, from investigating the issue to coordinating with the right teams and taking the steps needed to fix it.
Hiver helps support, operations, finance, IT, and HR teams manage customer and employee requests. More than 10,000 teams worldwide use Hiver.
Zendesk and Freshdesk are great support platforms. But we believe they were fundamentally built around helping teams manage tickets.
They’ve added AI, and it does a good job with routine, informational questions. But when a customer issue gets more complex or nuanced, much of the work still falls back on your team. Someone has to investigate what happened, pull context from different systems, bring in the right people, and take the steps needed to fix the problem.
That work takes a lot of time. And given how far AI has come, we don’t think people should have to do so much of it themselves.
That’s the idea behind Hiver. We’re introducing a different way to run customer support, where your team sets the direction and stays in control, while AI takes on the work behind the resolution. It investigates, coordinates across teams, works across systems, and takes action to move the issue forward.
And unlike Zendesk and Freshdesk, which give you the tools but leave much of the work to your team, our engineers work closely with you to understand how your best operators handle complex issues, turn those processes into AI workflows, test them on real customer cases, and keep improving them as your needs evolve.
So you’re not just getting another platform to configure. You’re getting a team that works alongside you to make AI genuinely useful in how your support operation runs.
No. Hiver Omni is a dedicated web platform for teams that want to manage support across channels like email, chat, Slack, voice, SMS, WhatsApp, and more.
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