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Customer Support · head to head

Freshservice vs Hiver

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Hiver logo

Hiver

Customer Support

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Hiver has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69
  • They diverge on capability: Freshservice covers Incident management, Hiver covers Shared inbox.

Where they differ

Only the attributes on which Freshservice and Hiver actually diverge.

Attributes where Freshservice and Hiver differ
AttributeFreshserviceHiver
Starting price$19/monthFree
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Chrome-extension
Founded20102011

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Customer Support).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Microsoft Teams
  • AWS

Only in Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Analytics
  • Gmail
  • Google Workspace

Both cover

  • Slack
  • SOC2
  • ISO27001
  • GDPR
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Freshservice

  • IT service management and internal help desk ticketingnot Hiver
  • Asset management and change control for IT teamsnot Hiver

Hiver

  • Shared inbox managementnot Freshservice
  • Customer support via Gmailnot Freshservice
  • Team email collaborationnot Freshservice

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver review

Questions people ask

Is Freshservice or Hiver better?
Neither clearly leads. Freshservice starts at $19/month and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Hiver?
Hiver has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Hiver.
Does Freshservice or Hiver run on more platforms?
Freshservice runs on Web, Ios, Android. Hiver runs on Web, Chrome-extension.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Hiver is typically brought in for.
What can Freshservice do that Hiver cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle Slack, SOC2, ISO27001, GDPR.
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Related pages

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