Hiver
Key Info:
Hiver is a cloud customer-service platform with two related operating models: an omnichannel workspace and a help desk embedded in Gmail. It adds shared inbox ownership, ticket status, collaboration, automation, service metrics, knowledge and connected business context to customer-support work.
Details
Help desk inside familiar inbox workflows
Hiver in Gmail turns shared addresses such as support@ into managed queues without requiring agents to leave Gmail. Conversations can be assigned, tagged and tracked through a status, while internal notes and shared drafts support collaboration without CC chains. Hiver also presents an omnichannel product for teams that want a dedicated workspace across email, chat and other supported channels. Buyers should select the operating model before designing workflows.
Routing, collaboration and context
Rules can triage and route requests, distribute workload and trigger actions in connected systems. Agents can involve teammates through internal collaboration and link work in tools such as issue trackers. CRM, ERP, commerce and other integration data can appear beside the request, reducing tab switching. The value depends on reliable identity matching and a clear decision about which system owns each customer or transaction field.
Service insight and AI capabilities
Hiver documents service-level tracking, response and resolution metrics, agent performance and custom reporting. Its AI functions cover triage, reply assistance, quality review, knowledge and multi-step actions in current product material. These functions should be tested against approved knowledge and controlled procedures. Teams need to understand what an AI action can change, how failures are surfaced and whether a human can review consequential steps.
Who should evaluate it
Hiver is particularly relevant to teams already working in Google Workspace that want help-desk controls without abandoning Gmail. The omnichannel option broadens the fit to teams seeking a standalone support queue. It can support customer service and shared operational mailboxes, but organisations with deeply specialised ITSM or contact-centre requirements should validate those separately.
Evaluation notes
Create one shared support address, two ownership groups and a small set of statuses. Test assignment, internal notes, shared drafting, an SLA warning and a request that needs CRM or issue-tracker context. If evaluating both Hiver modes, run the same scenario in each rather than combining their feature lists. Verify channel coverage, Google or Microsoft identity, permissions, audit history, integrations, API behaviour, reporting, mobile access, AI controls, migration and recovery when a connected application is unavailable.