Hiver
A customer support helpdesk that works directly within Gmail to streamline queries and team collaboration.
Visit websiteAbout Hiver
Hiver is a helpdesk solution designed for teams that use Gmail. It allows support teams to manage customer queries and gain complete visibility into team activities without leaving their email interface. With Hiver, users can delegate customer queries to agents, collaborate with colleagues using internal notes instead of additional emails, and track agent performance in detail. The platform focuses on streamlining workflows and improving customer experience by leveraging the familiar Gmail environment.
Pros
- Works directly within the Gmail interface.
- Easy to learn and use for teams already on Google Workspace.
Cons
- Only works for teams that use Gmail.
Reviews
The Best Helpdesk Solution for Gmail Teams
Hiver has completely transformed how our support team manages incoming queries. We live in Gmail, so adopting a separate helpdesk platform was a non-starter. With Hiver, we can assign emails from our shared support@ inbox, track resolution times, and collaborate using internal notes without ever leaving the Gmail interface. The @mention feature for internal discussions has dramatically cut down on our internal email clutter and endless forwarding chains. It’s incredibly intuitive for new team members to pick up. My only small wish is for a slightly faster load time on startup; occasionally, it adds a second or two to Gmail's initial load. But for the functionality it provides, it's a tiny price to pay.
A True Game-Changer for Gmail-Based Support
Hiver has completely streamlined how our team manages our shared support inbox. Before, it was a mess of forwards and missed replies. Now, we can assign emails to specific agents with one click and use the internal notes to collaborate on complex tickets without leaving the email thread. The collision detection feature has saved us from sending duplicate replies more times than I can count. My only small wish is for more advanced customization options in the analytics dashboards. But for managing a helpdesk entirely within Gmail, it’s a brilliant, intuitive solution that has made our team far more efficient.