Hiver - All Features | Gmail-based customer service solution for teams

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into a multi-channel helpdesk

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The simplest and fastest way to deliver support without ever leaving Gmail.

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Email management

Everything you need to resolve customer issues quickly

Shared Inbox ManagementShared Inbox Management
Hiver Email Delegation Illustration

Shared Inbox

Turn emails into actionable tasks, give them designated owners, and deliver lightening-fast resolutions.

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Hiver Shared Labels

Shared Labels

Categorize your shared inbox or selectively share emails within your team.

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Conversation Followers

Managers and supervisors can follow email threads of interest to get notified on progress made on customer queries and escalations.

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Hiver Contacts

Conversation ID

Track all email threads easily using unique Conversation IDs (ticket numbers) mapped to each email conversation.

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Hiver Views Illustration

Views

Categorize conversations using Email Views. Use a combination of filters to bucket email conversations and save them for quick access.

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Hiver Collaborators

Collaborators

Collaborate with co-workers from teams outside your shared mailbox, on both internal and external queries.

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Hiver Contacts

Customer Contacts

Get insightful context on conversations with customers and employees. Leverage this to understand them better and craft personalized responses.

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Hiver Email Templates

Email Templates

Create and save canned responses as email templates with rich media attachments. Share them with your team to provide faster, more consistent responses.

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Hiver Shared Drafts

Shared Drafts

Collaborate on email responses in real time by sharing drafts with the team to figure out the best responses for your customers.

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Hiver Email Tags Illustration

Notes and @mentions

Collaborate within your team seamlessly, without Ccs and forwards. Use @mention to tag a colleague and write a note.

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Hiver Android iOS Apps

Approvals

Ensure faster approvals on requests from customers, vendors, or employees from the comfort of Gmail. Simplify approval workflows.

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Hiver Email Tags Illustration

Permalinks

Share emails with your teammates or other departments through private and public permalinks. Control accessibility with just a few clicks.

Hiver Android iOS Apps

Collision Alerts

Help teams avoid mistakes like email duplication with real-time collision alerts. Ensure no two team members work on the same query.

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Hiver Email Tags Illustration

Email Tags

Categorize business communication based on type or priority using Email Tags, for faster access.

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Hiver Workload Distribution

Workload Distribution

Manage, optimize, and visualize your team’s workload effortlessly and improve overall team productivity.

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Hiver Android iOS Apps

Android / iOS apps

Enable field agents to solve customer issues on-the-go with Hiver’s iOS and Android mobile apps. Stay productive on the road.

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Use Google Workspace?
Then you already know how to use Hiver.

Hiver keeps things simple by bringing all the features of a traditional
helpdesk solution right inside Gmail.

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Automations

Leverage Hiver’s powerful automations and simplify mundane and repetitive
help desk tasks.

AutomationsAutomations
Hiver Rule Based

Rule-based Automations

Leverage Hiver’s powerful rule-based automations and automate mundane and repetitive help desk tasks.

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Hiver Auto Assignment

Body-search Automations

Set up trigger conditions based on the content in the email body to make automations more contextual.

Hiver Rule Based

Round-robin Assignment

Automatically assign queries to various teams in a Round-Robin manner for better workload distribution.

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Analytics and AI

Improve team performance and customer experience with actionable insights.

Deep InsightsDeep Insights
Hiver Analytics

Reports and Dashboards

Track all your key customer service metrics in real time with rich, visual reports and help your team always stay on top of their game.

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Hiver SLA

SLA and Business Hours

Set deadlines for customer issue resolutions, track SLA violations and define business hours for your customer service team.

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Hiver CSAT

Customer Surveys (CSAT)

Measure customer satisfaction and collect feedback from your customers by sending a short survey at the end of emails.

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Hiver Analytics

Harvey - The AI Bot

Intelligently identify and close conversations that get reopened due to non-actionable “Thank you” responses from customers.

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AI SummarizerNew

AI Summarizer lets you turn lengthy emails into brief notes, boosting agent handoffs and quick issue resolution.

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Integrations and API

Connect your favourite apps to your Gmail inbox

IntegrationsIntegrations

Hiver APINew

Enable developers and admins to use Hiver APIs for building custom integrations with tools and apps of their choice.

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Hiver Aircall

Aircall

Create and manage a voice channel powered by Hiver’s Aircall integration. Make, receive, log, and track calls within Gmail.

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Hiver Asana

Asana

Experience Asana’s project management functionalities within Gmail - collaborate on tasks, add context, and get complete visibility into task status.

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Hiver JIRA

Jira

Enable teams to manage JIRA projects from Gmail. Contextualize, track and maintain visibility into issues linked to customer conversations.

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Hiver Okta

OktaNew

Okta’s integration with Hiver allows admins to automate user lifecycle management and ensure smoother access management.

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Hiver QuickBooks

QuickBooksNew

Add, view, and track invoices in QuickBooks, from the comfort of Gmail. Ensure smoother management of invoices.

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Hiver Salesforce

Salesforce

Assign conversations accurately based on Salesforce CRM data and save the time and effort spent in manual email delegation.

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Hiver Slack

Slack

Communicate and collaborate with ease. Receive essential updates with Hiver’s Slack Integration.

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Hiver Zapier

Whatsapp

Add WhatsApp as a support channel. Simply enable the Hiver - WhatsApp integration and start offering WhatsApp support right inside your Gmail inbox.

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Hiver Zapier

Zapier

Build smart workflows and automate daily tasks by integrating your favorite apps using Zapier with Hiver.

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Multi-Channel Support

Set up and scale your own multi-channel support that works out of Gmail.

Multi ChannelMulti Channel
Hiver Mail

Email

Never let any customer email slip through the cracks. Create ownership for every email, collaborate faster internally, and keep teams productive.

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Hiver Chat

Live Chat

Answer your customer’s queries in minutes instead of hours with Hiver Live Chat, and manage these chats right inside Gmail.

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ChatbotNew

Maximize the potential of your Live Chat with Chatbots to speed up responses and improve agent productivity — all within your inbox.

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Hiver KB

Knowledge Base

Empower customers to self-serve. Enable agents to deflect repetitive queries with Hiver’s Knowledge Base – a centralized library of help articles.

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Hiver Voice Channel

Voice ChannelNew

Create and manage voice inbox that allows you to track and make calls* right inside Gmail. (*requires an Aircall account)

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Hiver Whatsapp

WhatsApp ChannelNew

Add WhatsApp as a support channel using Hiver. Manage all incoming queries via WhatsApp without leaving your inbox.

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Testimonials

Our customers ❤️ us for good reason

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Brennan Hicks
Verified user

Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.

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Pamela Brown
Verified user

Hiver is a total game-changer as it allows us to respond quickly to customer emails.

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Tyler Winn
Verified user

We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.

Best Usability
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Christian Sibayan
Verified user

Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.

profile
Nathan Strang
Verified user

Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.

profile
Brennan Hicks
Verified user

Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.

profile
Pamela Brown
Verified user

Hiver is a total game-changer as it allows us to respond quickly to customer emails.

profile
Tyler Winn
Verified user

We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.

Best Usability
profile
Christian Sibayan
Verified user

Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.

profile
Nathan Strang
Verified user

Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.

profile
Scott Gellatly
Verified user

Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.

profile
Jarrett Lau
Verified user

With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.

HelpDesk High Performer
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Sonia Cruz
Verified user

Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.

profile
Jędrzej Dąbrowski
Verified user

We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.

Shared Inbox Best Relationship
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David Pinto
Verified user

Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.

profile
Scott Gellatly
Verified user

Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.

profile
Jarrett Lau
Verified user

With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.

HelpDesk High Performer
profile
Sonia Cruz
Verified user

Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.

profile
Jędrzej Dąbrowski
Verified user

We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.

Shared Inbox Best Relationship
profile
David Pinto
Verified user

Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.

The most secure
customer service solution

SOC 2 Type II Compliant
ISO 27001 Certified

At Hiver, we prioritize our customers’ data privacy. We’ve built processes, technologies, and policies that ensure we deliver on our data security promise. More than 8,000 teams trust us to keep their customer data safe.

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