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Hiver vs Zendesk

Hiver logo

Hiver

Software

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Only Hiver has a free tier, so it costs nothing to try first.
  • 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; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Hiver covers Shared inbox, Zendesk covers Ticket management.

Where they differ

Only the attributes on which Hiver and Zendesk actually diverge.

Attributes where Hiver and Zendesk differ
AttributeHiverZendesk
Starting priceFree$19/month
Free tierYesNo
PlatformsWeb, Chrome-extensionWeb
Founded20112007

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

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 Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Slack
  • Jira
  • SOC2
  • ISO27001

What people use each for

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

Hiver

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

Zendesk

  • Help desk and ticketing system managementnot Hiver
  • Omnichannel customer supportnot Hiver
  • Knowledge base and self-service portalsnot Hiver
  • AI-assisted customer servicenot 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

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

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

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

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.
Hiver review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Hiver or Zendesk better?
Neither clearly leads. Hiver starts at Free and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Hiver or Zendesk?
Hiver has a free tier; the other does not. Paid plans start at Free for Hiver and $19/month for Zendesk.
Does Hiver or Zendesk run on more platforms?
Hiver runs on Web, Chrome-extension. Zendesk runs on Web.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Zendesk starts at $19/month.
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 Zendesk is typically brought in for.
What can Hiver do that Zendesk cannot?
Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, Jira, SOC2, ISO27001.
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Related pages

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