Hiver
A customer support helpdesk that works directly within Gmail to streamline queries and enhance team collaboration.
Visit websiteAbout Hiver
Hiver is a helpdesk solution designed for teams that operate within Gmail and prioritize a stellar customer experience. It enables support teams to streamline customer queries and gain complete visibility into team-wide activities. With Hiver, users can delegate customer queries to specific agents, collaborate with colleagues using internal notes instead of creating more emails, and track agent performance in detail. Because it works within the familiar Gmail interface, it is easy for teams to learn and use.
Pros
- Works directly within Gmail’s interface.
- Easy to learn and use.
- Allows collaboration with colleagues using notes instead of more emails.
- Track agent performance in detail.
Cons
- Only works for teams using Gmail.
Reviews
Finally, Our Shared Inbox is Organized
Hiver has been a big improvement for managing our support@ email address. Before, it was pure chaos with missed emails and duplicate replies. Now, we can assign conversations to specific agents right within Gmail, which is where our team already spends their day. The collision detection is a lifesaver, and using internal notes instead of forwarding emails has dramatically cleaned up our workflow. My only wish is for more advanced reporting features. The current analytics are good for a high-level overview, but I'd love the ability to build more custom reports without having to export the data. Still, it's a fantastic tool that solved a major headache for us.
Good Idea, Frustrating Execution
We've used Hiver for about 6 months to manage our support@ inbox. The best part is that it lives right inside Gmail, so there was almost no learning curve for the team. Assigning emails to specific agents and adding internal notes without forwarding chains is genuinely useful and has cleaned up our workflow significantly. It can be quite buggy and noticeably slows down Gmail, especially during peak hours. We've also found the analytics to be pretty basic for the price. It’s hard to get the deep insights into resolution times that we need. It's a decent tool for simple shared inbox management, but we're already feeling its limitations.