Software · head to head
Jira Service Management vs Hiver
The short version
- Each has a real cost: 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; 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: Jira Service Management covers Incident management, Hiver covers Shared inbox.
Where they differ
Only the attributes on which Jira Service Management and Hiver actually diverge.
| Attribute | Jira Service Management | Hiver |
|---|---|---|
| Platforms | Web, Ios, Android | Web, Chrome-extension |
| Founded | 2002 | 2011 |
Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), 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 Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Only in Hiver
- Shared inbox
- Email assignment
- Collision detection
- Email notes
- Templates
- Analytics
- Gmail
- Google Workspace
Both cover
- Slack
- SOC2
- GDPR
- ISO27001
- Web support
What people use each for
The jobs each tool is most often brought in to do.
Jira Service Management
- IT service managementnot Hiver
- Incident responsenot Hiver
- Change managementnot Hiver
- Asset trackingnot Hiver
Hiver
- Shared inbox managementnot Jira Service Management
- Customer support via Gmailnot Jira Service Management
- Team email collaborationnot Jira Service Management
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
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
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
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
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 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.
Choose Hiver if
- You need shared inbox.
- You want to start without paying.
- You work on Web, Chrome-extension.
- You also want email assignment.
Questions people ask
- Is Jira Service Management or Hiver better?
- Neither clearly leads. Jira Service Management starts at Free and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Jira Service Management or Hiver?
- Jira Service Management starts at Free and Hiver at Free.
- Does Jira Service Management or Hiver run on more platforms?
- Jira Service Management runs on Web, Ios, Android. Hiver runs on Web, Chrome-extension.
- Can I use Jira Service Management for free?
- Both have a free tier, so you can try either at no cost before committing.
- What is Jira Service Management best used for?
- Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what Hiver is typically brought in for.
- What can Jira Service Management do that Hiver cannot?
- Jira Service Management covers Incident management, Change management, Problem management, Asset management. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle Slack, SOC2, GDPR, ISO27001.