The agentic ticketing system
built
for modern support teams
Triage, route, and resolve complex tickets across channels with cross-team collaboration, workflows, AI, and full context from your CRM, billing, and order systems.
A modern ticketing system that's built for complex customer operations
Route tickets to the right owner based on keywords, sender domain, or CRM ownership. Setup custom fields, configure SLAs and assign workload round-robin or by skill.
Loop in teams with internal notes and Slack threads that you can start right inside Hiver. Manage escalations and handoffs with updates synced across tools like Jira, Linear, or Asana.
Pull customer context from 1,000+ systems, including Jira, Salesforce, and custom ERPs. Update details and automate actions across them with no-code rules.
Build rules to route tickets to the right owner, categorize them, send responses, and take action in every system you use.
Every channel in one workspace. Every metric in one view.
Bring email, chat, Slack, and voice in one support queue, alongside a help center and customer portal. Track ticket volume, response times, SLAs, and CSAT across channels in a single view.
Automate triage, routing, cross-tool updates, and every manual step
Automate updates and multi-step actions across Salesforce, Jira, Asana, and every other system you use. Even if it's a custom ERP, connect to it via API and webhooks.
Automate complex workflows with AI. Got a new quote request? It can read the PDF, pull the order ID, and create a record in your ERP.
Whether you have 10 routing rules or 10,000, Hiver runs them. Upload your mapping, and every ticket gets triaged and routed the moment it lands.
Build branching rules with multiple conditions to automate even the most complex processes with no code.
AI that resolves, assists, and ensures quality at every step
Order status? Password resets? Refunds? AI Agents resolve complex requests end-to-end.
Triages emails, drafts replies, and suggests next steps to resolve a ticket.
AI QA grades every response, coaches agents in real time, and surfaces where the team needs to improve.
AI drafts articles from resolved tickets and keeps your knowledge hub auto-updated.
“Zendesk never fit our team’s needs. We needed a system built for relationships, not requests. Every improvement we made with Hiver strengthened how our team operates.”
Hear from 10,000+ teams on Hiver
that are winning in the age of AI
“With Hiver, we have much better visibility across support conversations. Trying to achieve this level of collaboration without it would be impossible.”
Nathan Strang
Ocean Freight Operations Manager
50% faster resolution
“Hiver’s Asana integration turned collaboration into a connected process. It lets our teams track progress and close the loop on complex projects.”
James Ribera
30% faster responses
“Zendesk never fit our team’s needs. We needed a system built for relationships. Every improvement we made with Hiver strengthened how our team operates.”
Wes Gibson
Revenue Operations Manager
“Hiver has completely transformed our workflow. The ability to collaborate and track progress across conversations in real-time has made our team far more efficient.”
Jill Tarnoff
Sr. AP Specialist at Ping Identity
“When a product request comes in via email, we open it up, and fill in the details right inside Hiver. The Jira ticket gets created automatically.”
Taylor Garceau
Program Manager, Customer Success
97% CSAT score
“We looked at Zendesk — the problem was their lack of support. They weren’t responsive. We found Hiver’s support to be responsive and genuinely proactive”
John Torres
Director of Customer Communication
“With Hiver, we have much better visibility across support conversations. Trying to achieve this level of collaboration without it would be impossible.”
Nathan Strang
Ocean Freight Operations Manager
50% faster resolution
“Hiver’s Asana integration turned collaboration into a connected process. It lets our teams track progress and close the loop on complex projects.”
James Ribera
30% faster responses
“Zendesk never fit our team’s needs. We needed a system built for relationships. Every improvement we made with Hiver strengthened how our team operates.”
Wes Gibson
Revenue Operations Manager
“Hiver has completely transformed our workflow. The ability to collaborate and track progress across conversations in real-time has made our team far more efficient.”
Jill Tarnoff
Sr. AP Specialist at Ping Identity
“When a product request comes in via email, we open it up, and fill in the details right inside Hiver. The Jira ticket gets created automatically.”
Taylor Garceau
Program Manager, Customer Success
97% CSAT score
“We looked at Zendesk — the problem was their lack of support. They weren’t responsive. We found Hiver’s support to be responsive and genuinely proactive”
John Torres
Director of Customer Communication
Frequently Asked
Questions
1. What is a ticketing system?
A ticketing system is a tool that converts customer requests into trackable tickets. It helps teams stay organized, collaborate better, and resolve issues efficiently.
2. What are the most popular features of a ticketing system?
- Ticket management and tracking: Create, assign, and track customer tickets from start to resolution.
- Automation and routing: Automatically route, prioritize, and assign tickets based on rules or context.
- SLA tracking and collaboration: Monitor SLAs while teams collaborate using notes, mentions, and shared ownership.
- AI-powered assistance and actions: Use AI Copilot for replies, summaries, and instant answers from your knowledge sources, and AI Agents to automate workflows and tasks.
- AI insights and quality monitoring: Track trends with AI Insights, identify patterns with Topics, and maintain quality with AI QA.
3. Does Hiver's ticketing software support automation and smart assignment?
Yes. Hiver automates routing, tagging, prioritization, and follow-ups using rules and AI. Tickets can be assigned based on skills, workload, and availability to ensure the right owner handles each request.
4. Can we track ticket status, SLAs, and agent performance in real time?
Yes. Hiver provides real-time visibility into ticket status, response and resolution SLAs, and agent performance through live dashboards. Teams can monitor activity, spot delays early, and take action before issues impact customers.
5. How easy is it to switch from another ticketing system to Hiver?
Switching is simple and guided, with minimal disruption to your workflows. Teams can quickly migrate processes and start managing tickets in a familiar, easy-to-use interface.
6. Can tickets be managed collaboratively across teams?
Yes. Teams can collaborate using internal notes, shared drafts, and @mentions while maintaining clear ownership and status. Everyone works from the same ticket with full context.
7. What reporting and analytics come with Hiver’s ticketing platform?
Hiver includes built-in dashboards for ticket volume, response times, SLAs, CSAT, and agent performance. You can track trends, create custom reports, and export data for deeper analysis.
8. How can Hiver help you protect your clients’ data?
Hiver is built with strong security and privacy practices, including certifications like SOC 2 Type II and ISO 27001, along with GDPR and CCPA compliance. Learn more at our security center.
9. Is ITSM the same as an IT ticketing system?
No. An IT ticketing system is a part of ITSM (IT Service Management), focused on tracking and resolving tickets, while ITSM covers the broader processes, policies, and workflows for managing IT services end to end.
10. How does the 7-day free trial work?
When you sign up, you instantly get access to our Elite plan for 7 days. We will email you when your trial expires. You can then select a plan and pay by credit card to continue using the product. If you choose not to continue, your account will be suspended.
11. What support options does Hiver offer to its customer service solution users?
Hiver helps teams manage customer tickets across multiple channels, including email, 24×7 live chat, voice, WhatsApp, and a dedicated help center. This ensures customers can reach out and get support whenever they need it.
12. Do I need a credit card to sign up?
No, you do not. You will only be required to produce your credit card information when you upgrade to a paid subscription.
