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Customer Support · head to head

Document360 vs Hiver

Document360 logo

Document360

Customer Support

Self-service knowledge base software for product documentation

From
On request
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: Document360 no published flat-rate pricing makes it hard to compare costs upfront against competitors.; 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: Document360 covers Category Manager, Hiver covers Shared inbox.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Document360 and Hiver actually diverge.

Attributes where Document360 and Hiver differ
AttributeDocument360Hiver
Starting priceOn requestFree
Pricing modelquotesubscription
Free tierNoYes
PlatformswebWeb, Chrome-extension
FoundedUnknown2011

Identical on both: 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 Document360

  • Category Manager
  • Eddy AI
  • Article Revision History
  • SSO & Role-Based Access
  • Multi-language Support
  • API Documentation Tools

Only in Hiver

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

Both cover

  • Analytics

What people use each for

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

Document360

  • Product and API documentationnot Hiver
  • Internal knowledge managementnot Hiver
  • Customer self-service supportnot Hiver
  • Multi-language documentation portalsnot Hiver

Hiver

  • Shared inbox managementnot Document360
  • Customer support via Gmailnot Document360
  • Team email collaborationnot Document360

Where each one falls short

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

Document360

  • No published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • Requires a sales quote process rather than instant self-service signup for paid plans.
  • Advanced AI features are usage-metered and may require additional purchases.
  • Smaller teams may find the enterprise-oriented feature set more complex than needed.

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

Document360

On request
  • Custom$undefined/month
    • Team accounts
    • Workspaces
    • Languages

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 Document360 if

  • You need category manager.
  • You work on web.
  • You also want eddy ai.
Document360 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 Document360 or Hiver better?
Neither clearly leads. Document360 starts at On request and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Document360 or Hiver?
Hiver has a free tier; the other does not. Paid plans start at On request for Document360 and Free for Hiver.
Does Document360 or Hiver run on more platforms?
Document360 runs on web. 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. Document360 starts at On request.
What is Document360 best used for?
Document360 is most often used for product and api documentation, internal knowledge management, customer self-service support, multi-language documentation portals. Of those, product and api documentation and internal knowledge management are not what Hiver is typically brought in for.
What can Document360 do that Hiver cannot?
Document360 covers Category Manager, Eddy AI, Article Revision History, SSO & Role-Based Access. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle Analytics.

Answered from the vendors’ own pages

Document360: How is Document360 pricing determined?

Pricing is customized rather than tiered flat-rate, based on team accounts, workspaces, languages, SSO/security needs, knowledge base privacy model, and AI Suite usage.

Source
Document360: Is there a free trial?

Yes, Document360 offers a 14-day free trial with full feature access and no credit card required.

Source
Document360: What compliance and security features are included?

All plans include SOC 2 Type II compliance, SSL encryption, and security features such as roles, permissions, and SSO.

Source
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