Customer Support · head to head
Hiver vs Jira Service Management
Jira Service Management
Customer Support
High-velocity service management
- From
- Free
- Rated
- -
The short version
- Each has a real cost: 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; Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
- They diverge on capability: Hiver covers Shared inbox, Jira Service Management covers Incident management.
Where they differ
Only the attributes on which Hiver and Jira Service Management actually diverge.
| Attribute | Hiver | Jira Service Management |
|---|---|---|
| Platforms | Web, Chrome-extension | Web, Ios, Android |
| Founded | 2011 | 2002 |
Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), 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 Hiver
- Shared inbox
- Email assignment
- Collision detection
- Email notes
- Templates
- Analytics
- Gmail
- Google Workspace
Only in Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Both cover
- Slack
- SOC2
- GDPR
- ISO27001
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Hiver
- Shared inbox managementnot Jira Service Management
- Customer support via Gmailnot Jira Service Management
- Team email collaborationnot Jira Service Management
Jira Service Management
- IT service managementnot Hiver
- Incident responsenot Hiver
- Change managementnot Hiver
- Asset trackingnot Hiver
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
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
Jira Service Management
- The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
Pricing, plan by plan
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
Jira Service Management
Free- FreeFree
- 3 agents
- Ticket management
- Knowledge base
- Standard$20/month
- Unlimited customers
- 250 agents
- 20 GB storage
- Premium$45/month
- Advanced incident management
- Asset management
- Change management
- Enterprise$undefined/month
- Unlimited sites
- 24/7 support
- Data residency
Which should you pick?
Choose Hiver if
- You need shared inbox.
- You want to start without paying.
- You work on Web, Chrome-extension.
- You also want email assignment.
Choose Jira Service Management if
- You need incident management.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want change management.
Questions people ask
- Is Hiver or Jira Service Management better?
- Neither clearly leads. Hiver starts at Free and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Hiver or Jira Service Management?
- Hiver starts at Free and Jira Service Management at Free.
- Does Hiver or Jira Service Management run on more platforms?
- Hiver runs on Web, Chrome-extension. Jira Service Management runs on Web, Ios, Android.
- Can I use Hiver for free?
- Both have a free tier, so you can try either at no cost before committing.
- What is Hiver best used for?
- Hiver is most often used for shared inbox management, customer support via gmail, team email collaboration. Of those, shared inbox management and customer support via gmail are not what Jira Service Management is typically brought in for.
- What can Hiver do that Jira Service Management cannot?
- Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle Slack, SOC2, GDPR, ISO27001.