See Hiver in action.

Hiver is an agentic omnichannel customer service platform. It brings email, chat, voice and every other channel into one workspace, and puts AI Agents, Copilot and Insights to work on the queue — with your team in control of every sensitive step.

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.