Hiver

What is Hiver

Hiver is a customer service platform that started as a helpdesk inside Gmail. Hiver in Gmail, a Chrome extension for Google Workspace, turns shared addresses such as support@ into ticket queues with assignments, tags, internal notes, SLAs, automations, and reports, all within the Gmail interface. In 2026 Hiver added Hiver Omni, a standalone web app that works with Gmail, Outlook, and other email providers and combines email, live chat, WhatsApp, SMS, Slack, social channels, a customer portal, and voice (as an add-on) in one workspace. Both products share the same plans and prices, and Hiver says more than 10,000 teams use it, including Flexport, Gusto, Ping Identity, and Upwork.

Where Hiver fits in 2026

Hiver fits teams that handle most requests by email and want helpdesk structure without moving to a separate tool: support, operations, finance, and IT teams that already work in Google Workspace. Agents stay in Gmail while conversations get owners, tags, and SLA targets, and AI Agents, included on every plan, follow your written procedures to resolve requests across connected systems and pause for approval on actions you mark as sensitive. For online stores, the Shopify and WooCommerce integrations show customer and order details next to each conversation. Teams on Outlook, or with chat and messaging channels on top of email, can use Hiver Omni instead of switching vendors.

The trade-off is in the plan limits. Every plan starts at 2 seats and grows to 5, then in steps of 5, so a team of 6 pays for 10 seats. Growth ($25 per user a month, billed annually) is capped at 10 users, and SLAs, CSAT surveys, the API, and premium integrations such as Shopify start on Pro at $55. Hiver in Gmail runs only in Google Chrome and only with Google Workspace accounts, not personal Gmail. And the REST API allows 1 request per second and 5,000 requests a day, which limits bulk exports of support data into a warehouse.

How Hiver compares to alternatives

Versus Help Scout: Help Scout is a standalone, email-first helpdesk with a Docs knowledge base and the Beacon chat widget, a free plan for 5 users, and paid plans from $25 per user a month billed annually. Its AI agent, AI Answers, costs $0.75 per resolution on top. Hiver in Gmail keeps agents inside Gmail and lists AI Agents in every plan, also from $25 per user on Growth. Versus Front: Front is a standalone shared inbox and ticketing app. Billed annually, Starter costs $25 per seat a month for up to 10 seats, Professional ($65) adds omnichannel, and Enterprise ($105) includes AI Copilot, QA, and CSAT. Hiver’s tiers look similar ($25, $55, $85), but Hiver in Gmail works inside Gmail, and Hiver Omni is the closer match for teams that want a separate app. Versus Zendesk: Zendesk is a standalone ticketing platform priced per agent, from $19 a month for Support Team to $55 for Suite Team and $115 for Suite Professional, billed annually, with AI agents charged per automated resolution. Hiver in Gmail brings ticketing into Gmail itself, and Hiver lists its AI Agents in every plan. Versus Gorgias: Gorgias is built for e-commerce support and priced by monthly ticket volume, from 50 to 5,000 tickets, never per agent, with its AI Agent billed per resolved conversation. Ticket-based pricing favors stores with many agents and moderate volume, per-user pricing favors small teams with high volume, and Hiver also serves teams beyond the store, such as finance and operations.

FAQ about Hiver

How much does Hiver cost?

Hiver charges per user per month, with the same prices for Hiver in Gmail and Hiver Omni. Billed annually, Growth costs $25, Pro $55, and Elite $85. Billed monthly, the plans cost $35, $65, and $95. Plans start at 2 seats and grow in blocks, Growth is limited to 10 users, Voice is an add-on on Hiver Omni at $30 per voice seat a month, and nonprofits can get discounted pricing.

Does Hiver have a free plan or trial?

Hiver’s pricing pages list no free plan. New accounts get a 7-day free trial of the Elite plan without a credit card. If you don’t upgrade, the account is suspended when the trial ends, and you can reactivate it by upgrading within 7 days.

How does Hiver work with Gmail?

Hiver in Gmail is a Chrome extension, installed from the Chrome Web Store or the Google Workspace Marketplace, that manages shared inboxes such as support@ inside Gmail. Your team assigns conversations, adds internal notes and tags, uses email templates, and runs automations without leaving Gmail. It requires a Google Workspace account, not a personal Gmail account, and works only in Google Chrome, while Hiver’s Android and iOS apps cover email and chat on mobile.

Does Hiver work with Outlook?

Yes, through Hiver Omni. It is a standalone, web-based platform that works with Gmail, Outlook, and other email providers, so teams on Outlook can use Hiver, and it adds live chat, WhatsApp, SMS, Slack, social channels, a customer portal, and voice as an add-on. Hiver in Gmail itself still requires Gmail and Chrome. Both products cost the same.

How does Hiver work?

Hiver collects customer emails, chats, and messages in shared inboxes, where each one becomes a conversation or ticket with an owner, tags, and custom fields. Rules, round-robin assignment, or skill-based routing (Elite) decide who handles it, and SLA targets and CSAT surveys (Pro and up) track response quality. AI Agents can resolve requests on their own or hand them to a person with full context.

How do I get started with Hiver?

Sign up at hiverhq.com, choose Hiver Omni or Hiver in Gmail, and connect your shared inbox. For Hiver in Gmail, you then install the Chrome extension and sign in with the same Google Workspace address. Teams moving from another helpdesk get help migrating their data at no extra cost.

Does Hiver use AI?

Yes. Every plan includes AI Agents, which follow your written procedures to resolve requests across connected tools, for example looking up an order, issuing a refund, or updating a record, and pause for approval on sensitive actions. AI Copilot drafts replies, summarizes long threads, polishes tone, and answers questions from your docs. Elite adds AI QA and AI Insights, and the Hiver MCP server connects ChatGPT, Claude, and other AI assistants to your conversations and support data.

Does Hiver have an API?

Yes, on the Pro and Elite plans. Hiver’s REST API uses an API key that an admin creates and covers inboxes, users, tags, and conversations, including updating conversations and adding notes. It allows 1 request per second and 5,000 requests a day per account. Documentation is at developer.hiverhq.com.

Does Hiver integrate with Shopify?

Yes. Hiver’s Shopify and WooCommerce integrations show customer and order details next to each conversation, so agents can answer order questions without switching tools. Shopify counts as a premium integration, available from the Pro plan. AI Agents can also look up orders and issue refunds across connected systems.

Is Hiver secure and GDPR compliant?

Hiver states that it is GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliant. Elite adds SSO, custom roles, and HIPAA-compliant handling. Whether your own setup complies still depends on how your team handles customer data.

What are Hiver reviews?

Hiver is rated 4.6 on G2 with 1,302 reviews and 4.7 on Capterra with 148 reviews. On G2, reviewers mention ease of use and team collaboration most often as strengths, and email issues and missing features most often as drawbacks. See the G2 reviews for detailed feedback.

What are Hiver alternatives?

Inside Gmail, the closest alternatives are Gmelius and DragApp. Outside Gmail, Front and Missive are shared inboxes, Help Scout and Zendesk are full helpdesks, and Gorgias is built for Shopify and e-commerce support.

Hiver pricing

Hiver pricing starts at $25/user/mo. Billing: Growth / Pro / Elite · annual billing (monthly from $35). A 7 days free trial is available. See the full Hiver pricing page for current tiers and any add-ons.

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