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Software · head to head

Zoho Desk vs Hiver

Zoho Desk logo

Zoho Desk

Software

Context-aware help desk software

From
Free
Rated
-
Full reviewWebsite
Hiver logo

Hiver

Software

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zoho Desk free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats; 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: Zoho Desk covers Ticket management, Hiver covers Shared inbox.

Where they differ

Only the attributes on which Zoho Desk and Hiver actually diverge.

Attributes where Zoho Desk and Hiver differ
AttributeZoho DeskHiver
PlatformsWeb, Ios, AndroidWeb, Chrome-extension
Founded19962011

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 Zoho Desk

  • Ticket management
  • Multi-channel support
  • AI assistant
  • Automation
  • Knowledge base
  • Reporting
  • Zoho CRM
  • Salesforce

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.

Zoho Desk

  • Multi-channel supportnot Hiver
  • IT help desknot Hiver
  • Customer servicenot Hiver

Hiver

  • Shared inbox managementnot Zoho Desk
  • Customer support via Gmailnot Zoho Desk
  • Team email collaborationnot Zoho Desk

Where each one falls short

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

Zoho Desk

  • Free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats

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

Zoho Desk

Free
  • FreeFree
    • 3 agents
    • Email ticketing
    • Help center
  • Standard$14/month
    • Social channels
    • Workflow automation
    • Customer happiness ratings
  • Professional$23/month
    • Multi-department
    • Round-robin assignment
    • Custom fields
  • Enterprise$40/month
    • AI Zia
    • Multi-brand help center
    • Advanced analytics

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 Zoho Desk if

  • You need ticket management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want multi-channel support.
Zoho Desk 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 Zoho Desk or Hiver better?
Neither clearly leads. Zoho Desk 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, Zoho Desk or Hiver?
Zoho Desk starts at Free and Hiver at Free.
Does Zoho Desk or Hiver run on more platforms?
Zoho Desk runs on Web, Ios, Android. Hiver runs on Web, Chrome-extension.
Can I use Zoho Desk for free?
Both have a free tier, so you can try either at no cost before committing.
What is Zoho Desk best used for?
Zoho Desk is most often used for multi-channel support, it help desk, customer service. Of those, multi-channel support and it help desk are not what Hiver is typically brought in for.
What can Zoho Desk do that Hiver cannot?
Zoho Desk covers Ticket management, Multi-channel support, AI assistant, Automation. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle Slack, SOC2, GDPR, ISO27001.
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