Frustrated with Freshdesk AI that never gets past basic FAQs?
Hiver is built for modern support operations: one AI system that resolves requests end-to-end, a helpdesk with the depth to handle real casework, and multi-step workflows to handle complex scenarios.
10,000+
teams switched to Hiver
Millions
of tickets migrated
< 7 days
for most teams to go live
Freshdesk holding you back? Switch to Hiver.
AI built for complexity
Hiver AI Agents execute multi-step, multi-system workflows, handling nuance, context, and compound requests inside a single request.
AI that takes the action
Hiver AI asks for the missing details, pulls details from tools, checks policy, and takes action. The request gets resolved, not just answered.
AI grounded in everything you know
Hiver AI works from your help docs, years of resolved tickets, and connected tools.
Knowledge that is always current
Hiver AI queries your live data at the moment the request arrives, so a policy change or a price update shows up in the next reply.
AI you can see into
Every AI interaction is quality-checked and logged, so you can see what your AI did, why it did it, and coach your team from it.
A help center that writes itself
Every resolved conversation turns into a help-center article, so your AI gets more accurate with every request it handles.
AI built for FAQ deflection
Freshworks markets up to 80 percent resolution. Write-ups of real deployments land far lower: Freddy stalls on anything complex.
AI that can only quote an article
Freddy matches the query against your docs and sends back what it finds. A refund, an order lookup: all of it falls to a human.
AI capped at what you can upload
Freddy learns from documents only, capped at 200 files. Not your tools or past tickets.
Knowledge that is a snapshot
Freddy answers from imported content. When your policies or pricing change, its answers lag until the knowledge is ingested again.
AI you have to trust blindly
Reviewers flag limited AI transparency: it is hard to see why Freddy made a given decision or how confident it was in the answer.
A help center you maintain by hand
Freddy never updates your help center: your team does that manually, and its answers are as accurate as your last edit.
Transform complex support operations with Hiver
Resolve complex requests with AI Agents
AI Agents answer from your support docs, past tickets, and tools. Describe a scenario, and the AI Agent runs it: for a refund, it collects missing details, pulls the invoice from NetSuite, checks your refund policy, and posts the refund in Stripe.
Triage, draft, and take actions with AI Copilot
Ask Copilot anything about the customer, and it answers from conversation history, account context, and past tickets. It triages, drafts replies in your voice and takes the action you approve in your connected tools.
Own the long tail of casework, start to finish
Manage escalations and handoffs with shared visibility across teams, tools, and Slack. Private notes, a unified channel timeline, internal Slack threads, and full conversation history keep work in sync across teams.
Connect your tools and run workflows across it
Bring customer context from your CRM, ERP, and order systems right inside the ticket. Build workflows that act on that context across those same tools, updating records and taking the next step so that every manual step is automated.
Move off Freshdesk without a migration project
Import your data in a few clicks
Import your tickets, contacts, and help articles so your team starts with everything already in place. Nothing gets left behind in Freshdesk.
We help set it up for you
A dedicated onboarding team helps you connect integrations and configure rules, macros, SLAs, and AI Agents that will handle your email requests end to end.
Get 24/7 support and enablement
We do not disappear after you go live. Your account manager is in it with you: 24/7 support, best practices, and hands-on training when your team needs it.
Trusted by 10,000+ teams
“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, share updates, and close the loop on complex projects — right from where communication starts.”
James Ribera
Director of Account Management
30% faster responses
“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.”
Wes Gibson
Revenue Operations Manager
198 hours saved
“When a product request comes in via email, we open it up, tag it to track the information, and fill in the details right inside Hiver. The Jira ticket gets created automatically — no need to log into Jira separately or start a new ticket from scratch. It just works.”
Taylor Garceau
Program Manager, Customer Success
97% CSAT score
“Hiver has completely transformed our workflow. The ability to collaborate and track progress across conversations in real-time has eliminated delays and made our team far more efficient.”
Jill Tarnoff
Sr. AP Specialist
65% faster resolution
“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
100% SLA compliance
Frequently Asked
Questions
1. How long does setup take?
Most teams go live in under an hour. While you can configure the setup on your own, we assign a specialist — even if you’re in trial — to help you set everything up, including AI, automations, and anything else. We also run training sessions for your entire team so no one gets left behind.
2. What makes your support different from other vendors?
Every customer gets a dedicated customer success manager, 24/7 support, and ongoing team training. Unlike other vendors, premium support isn’t an add-on — it’s included.
3. Does Hiver meet our compliance requirements?
Yes. Hiver is ISO, GDPR, CCPA, and HIPAA compliant. The platform scales with your data, permissions, and security requirements.
4. Does Freshdesk's AI work across an email thread?
No. Freshworks’ own documentation states the Email AI Agent does not support responding to ongoing email threads, only initial ticket creation. Freddy answers the first message, and when the customer replies with a clarification or a follow-on question, a human agent takes the thread. For teams whose requests are resolved in one reply, that is workable. For anything that needs a back and forth, the AI drops out exactly where the work begins. Hiver AI stays with the thread from the first email to resolution.
5. Can Freddy resolve requests, or does it only answer FAQs?
It answers FAQs. Freddy’s email resolution works by matching an incoming query against your help-center articles and returning what it finds. That covers questions like a returns policy. It does not cover requests that need something done: processing a refund, looking up an order, updating an account. Those still go to a human. Hiver AI takes the action the request needs, then confirms it back to the customer.
6. How is Hiver's AI different from Freddy?
Freddy deflects the easy questions. Hiver AI resolves the hard ones. Hiver AI Agents run multi-step, multi-system workflows grounded in your help docs, conversation history, and live customer data, and they stay with the thread through every follow-up. Copilot assists your team in real time, built-in quality checks review every interaction, and resolved conversations turn into help-center articles automatically. It is one system, not a bot bolted to an assistant.
7. We already have a Freshdesk knowledge base. Will Hiver's AI use it?
Yes, and it will not be limited to it. Hiver AI grounds its answers in your help docs, your full conversation history, and live customer data from every connected tool. Freddy’s knowledge is capped: 200 files, 10 URLs per agent and 25 per account, and public static pages only, so content behind a login or rendered dynamically never reaches it. Hiver AI has no such ceiling, and it queries your data live rather than working from an imported snapshot.
8. Does Hiver's AI actually resolve requests, or just draft replies?
It resolves. Hiver AI grounds its answers in your help docs, conversation history, and connected customer data, then takes the action the request needs. Some requests still need a human, and Hiver hands those off cleanly with full context, mid-thread, without the customer starting over.
9. Why does Freddy work well in demos and stall in production?
Because demos are built on clean, simple, single-reply questions, which is what Freddy is designed for. Real life support is messier: conversations that run for days, requests with three questions in them, tickets that need a system updated before they can be answered. Reviewers consistently report that Freddy needs manual training, returns partial answers to requests, and loses context in long multi-reply threads. Hiver AI is built for that mess, not around it.
10. Freddy handles our simple tickets fine. Why switch?
If your ticket mix is mostly one-shot FAQ questions, Freddy does the job it was designed for, and we would say so. The question is what happens to the rest. The long tail is where support time actually goes: the multi-step requests, the escalations, the threads that need a refund posted or an order checked before anyone can reply. Freddy hands all of that to your team. Hiver AI resolves it, and assists your team on whatever is left.
11. How hard is it to switch from Freshdesk?
Straightforward. Guided onboarding and a dedicated team help you import your tickets, contacts, and help articles, then configure your AI Agents around the requests your team actually gets. Teams move to Hiver when they realise their AI is only covering the easy 20 percent and the rest still lands on their team.
