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Hiver is built for how B2B teams actually operate.
Zendesk is not.
Zendesk was built for transactional B2C support. Hiver is built for more complex B2B support, offering easy-to-build workflows, modern support channels like Slack, real-time collaboration, and best-in-class AI.
Join over 10,000+ B2B support teams using Hiver
Wes Gibson
Revenue Operations Manager, Bynder
Why B2B teams choose Hiver over Zendesk
The Zendesk way: Teams work in silos
B2B teams are forced to work in silos using views, groups, or disconnected instances.
When conversations move across teams, they turn into new tickets, forcing manual context transfer and breaking continuity.
With Hiver, teams work in their “space”
Teams work in separate “Spaces” within one system, while sharing the same customer conversation – no re-ticketing, no context loss.
The Zendesk way: Ticket-centric visibility
Zendesk lacks a robust account overview module. Agents often don’t have the full picture like account health, churn risk, sentiment, or important context from CRMs and other apps.
With Hiver: Account-centric intelligence
Agents see account health, sentiment, active issues, and CRM context like MRR, renewal dates and more while responding along with AI-driven guidance. Supervisors and CSMs get a unified account view with alerts when risk indicators change.
The Zendesk way: Complex rules, high overhead
Zendesk automations are form-based and hard to visualize as workflow complexity increases. Teams depend on dedicated specialists which slows them down or avoid changes and leave many processes manual.
With Hiver: Workflows teams can trust
Teams use a visual, multi-step builder that combines rules with AI steps to automate even the most complex scenarios with ease. Automations support “if-else” scenarios and changes in conversations, accounts, and AI signals – without specialist effort.
The Zendesk way: AI as an add-on
AI exists as separate tools layered onto tickets and workflows. Teams struggle to understand when AI helps, who acts, and what improves. Plus, add-ons cost up to $50/ seat.
With Hiver: AI built into the workflow
Hiver workflows are designed with AI at the center. All Hiver plans have AI built in that helps the team draft replies, autonomously respond to support issues, automate QA and more. Teams know what AI does, when it acts, and how it drives outcomes.
The Zendesk way: Poor support for modern channels
Zendesk does not have native support for Slack as a channel. It offers Slack support via third party addons which add complexity, fragmented workflows and reporting. Plus, it lacks key features like bidirectional syncing and internal threads for collaboration.
With Hiver: Slack as a native support channel
Hiver natively supports Slack as a support channel with powerful bi-directional syncing and support for threaded conversations.
The Zendesk way: Poor knowledge management
Zendesk’s knowledge management feels pretty old school. There’s no AI-driven guidance to spot knowledge gaps or flag outdated articles, so teams end up spending hours manually keeping it up to date. And on top of that, search is still fairly basic, with limited AI-assisted capabilities.
With Hiver: AI powered knowledge management
With Hiver AI, teams don’t have to spend hours keeping their knowledge base updated. AI groups incoming requests by topic and when something keeps coming up without a matching article, it highlights the gap and auto creates the article. On top of that, search is much stronger, with AI-powered answers.
Stuck with an outstanding Zendesk contract?
Which assets can be migrated from Zendesk?
Each Zendesk ticket is converted into a Hiver conversation with the subject line, initial message, follow-ups, any private notes and attachments.
How long does it typically take to migrate from Zendesk to Hiver?
Once we receive the data export files required for migration, most businesses can be migrated to Hiver in a few days. However, the exact time depends on the volume of tickets.
We can
buy out the
contract!
What does your CX tool really cost as it scales?
Most teams don’t stay on the base plan. As support teams scale, they add automation, reporting, AI,
and more agents. With Zendesk, those additions surface hidden costs. With Hiver, they don’t.
Support agent(/s)
$115/month++
What you see on the pricing page
$1,150/month
What teams typically add as they scale
Save
$1,000
per month
$550/month
$55/agent. All core features included.
- Ticketing
- AI Agents
- AI Copilot
- Advanced Automations
- Omnichannel
- Integrations
- Analytics
Save 6–8
hours
per agent every week
Cut escalation
overhead by ~40%
for multi-team issues
2x faster
resolution time
for complex issues
25-35% higher
CSM capacity
without adding headcount
