Outgrown Freshdesk and its basic AI?
Freshdesk is a powerful support platform. But it still leaves your team doing much of the work: investigating across systems, working through similar issues manually, keeping knowledge current, and spotting the signals that need attention.
Hiver combines a modern helpdesk with agentic AI that takes on much of that work. AI investigates issues, works through complex requests, keeps your documentation current, and surfaces the insights your team needs.
10,000+
teams switched to Hiver
Millions
of tickets migrated
< 7 days
for most teams to go live
A fundamentally different way to work
through complex support requests.
Unify customer conversations
Manage email, chat, Slack, voice, WhatsApp, and other channels from one platform, with shared context, workflows, and reporting.
AI does the investigation
AI gathers context across connected systems, investigates what happened, write replies, and suggest next steps for your team.
AI works through complex requests
AI Agents handle multi-step requests, reasoning through them, following procedures, and taking action across tools.
AI works on multiple requests in parallel
AI can investigate, follow procedures, and take action across many requests at the same time, while your team steps in only where needed.
Knowledge stays current automatically
AI identifies missing knowledge from support conversations and turns resolved issues into help articles.
AI continuously improves support quality
AI surfaces quality gaps, emerging trends, and identifies at-risk customers.
Channels stay fragmented
Freshdesk supports multiple channels, but chat, email, and voice sit across separate products, which can make the experience feel less unified.
Support reps manually investigate
Your team manually searches across systems and records to understand what happened and determine the next step to resolve requests.
AI assists with simpler requests
AI handles common questions, while complex requests often leave reps to investigate and coordinate the work themselves.
Reps work one request at a time
Support reps investigate, coordinate, and take the next steps for each request, limiting how much work they can handle at once.
Knowledge upkeep takes ongoing work
Teams need to identify gaps, create new content, and keep help articles updated as products and processes change.
No proactive insights to improve quality
Teams review conversations manually to uncover quality gaps, trends, and at-risk accounts.
Transform complex support operations with Hiver
Resolve complex requests with AI Agents
Give AI Agents the procedures your team follows to resolve complex issues. They can collect missing details, pull information from connected systems, check policies, and take action, with your team deciding where approval is required.
Investigate requests and take actions with AI
Investigate issues with AI Copilot as it pulls together customer context, relevant knowledge, and how similar issues were resolved. It can also take action across your tools and draft replies, helping reps move from investigation to response faster.
Own the long tail of casework, start to finish
Manage escalations and handoffs with shared visibility across teams, tools, and channels. Private notes, conversation history, and Slack threads tied to the customer issue keep everyone working from the same context.
Connect your tools to the work
Bring customer and account context from your CRM, ERP, and other systems into the request. AI and workflows can use that context to look up information, update records, and take action without your team moving between tools.
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 connect your integrations and configure rules, macros, SLAs, workflows, and AI around the way your team works.
Get 24/7 support and enablement
We stay involved after you go live, with 24/7 support, best practices, and hands-on training whenever 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?
Hiver is designed to feel simple from day one. You can configure the workspace yourself, or work with a dedicated specialist to set up AI, automations, integrations, and workflows. We also run training sessions so your team knows how to work in Hiver from the start.
2. What makes your support different from other vendors?
Every customer gets hands-on onboarding, 24/7 support, and ongoing guidance. Our team stays involved as your workflows, use cases, and support operation evolve.
3. Does Hiver meet our compliance requirements?
Yes. Hiver supports enterprise security and compliance requirements across ISO, GDPR, CCPA, and HIPAA, with controls designed to scale with your data, permissions, and security needs.
5. Can Freddy resolve requests, or does it only answer FAQs?
Freddy can automate answers using your knowledge base. The difference becomes clearer when a request requires something to happen outside the conversation, such as checking an order, updating an account, or processing a refund.
Hiver AI Agents can follow multi-step procedures and take actions across connected systems to resolve those requests end to end.
6. How is Hiver's AI different from Freddy?
Hiver AI is built around complex resolution. AI Agents work through multi-step procedures across systems, while Copilot assists your team when human judgment is needed. QA, knowledge, and insights work alongside them in the same support platform.
10. Freddy handles our simple tickets fine. Why switch?
The difference shows up in the long tail of support: escalations, multi-step requests, and conversations that require work across systems before they can be resolved. Hiver is built to automate more of that work while assisting your team on the requests that still need human judgment.
11. How hard is it to switch from Freshdesk?
Hiver provides guided migration and onboarding to help bring across your tickets, contacts, and help content, then configure workflows and AI around the requests your team handles.
