Compare Freshdesk and Hiver 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (67.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free
Freshdesk
Star Rating
(3,500)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansHiver
Star Rating
(1,165)4.6 out of 5
Market Segments
Small-Business (67.8% of reviews)
Entry-Level Pricing
Free
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its ticket creation user experience, scoring 8.9, which reviewers mention makes it easy to manage customer inquiries efficiently. In contrast, Hiver also scores 8.9 but lacks some of the advanced automation features that Freshdesk offers.
- Reviewers mention that Hiver shines in its quality of support, achieving a score of 9.3, which users on G2 appreciate for its responsiveness and helpfulness. Freshdesk, while still strong at 8.8, does not match the level of personalized support that Hiver provides.
- G2 users highlight that Freshdesk's SLA Management feature scores 8.3, which allows for effective tracking of service level agreements. Hiver, with a score of 8.5, offers slightly better SLA capabilities, making it a better choice for businesses that prioritize compliance with service standards.
- Users say that Freshdesk's multi-channel coverage is rated at 8.4, providing a robust platform for customer interactions across various channels. Hiver, however, scores slightly lower at 8.2, which may limit its effectiveness for businesses that rely heavily on diverse communication methods.
- Reviewers mention that Hiver's tagging system is particularly effective, scoring 9.1, which helps in organizing and retrieving tickets efficiently. Freshdesk's tagging system, while functional at 8.8, does not offer the same level of customization and ease of use that Hiver provides.
- Users report that Freshdesk's automation features, particularly in response automation, score 8.5, which helps streamline customer service processes. Hiver, with a score of 8.7, offers slightly better automation capabilities, making it a more attractive option for teams looking to enhance productivity through automation.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Hiver
Free
Free
- Multi-channel shared inboxes
- Email management
- Live chat support
Free Trial
Freshdesk
Free Trial is available
Hiver
Free Trial is available
Ratings
Meets Requirements
8.6
3,068
9.0
882
Ease of Use
8.9
3,088
9.1
905
Ease of Setup
8.6
2,148
9.0
484
Ease of Admin
8.7
2,108
9.1
401
Quality of Support
8.8
2,970
9.3
817
Has the product been a good partner in doing business?
8.8
2,035
9.2
392
Product Direction (% positive)
8.8
3,046
9.1
873
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.9
167
|
Verified
8.8
2134
|
Verified
8.8
170
|
Verified
8.5
2046
|
Verified
8.8
176
|
Verified
8.5
1939
|
Verified
8.7
161
|
Verified
8.3
1706
|
Verified
8.4
135
|
Verified
8.5
1993
|
Verified
8.5
148
8.7
1913
|
Verified
8.9
162
|
Verified
8.2
1278
|
Verified
8.4
69
Generative AI
7.4
256
Feature Not Available
7.6
254
Feature Not Available
Communication Channels
8.6
1829
|
Verified
8.4
118
8.9
1976
|
Verified
9.1
174
|
Verified
8.4
1222
|
Verified
8.6
147
8.1
1105
|
Verified
7.7
67
8.0
853
|
Verified
7.7
62
Platform
8.1
1068
|
Verified
7.6
128
|
Verified
8.1
1571
|
Verified
8.1
113
8.6
1460
|
Verified
9.0
167
|
Verified
8.3
1056
|
Verified
8.4
127
|
Verified
8.0
1776
|
Verified
8.4
144
|
Verified
8.3
1874
|
Verified
8.5
159
|
Verified
Channels
8.4
309
7.9
104
7.9
291
7.7
99
7.5
282
6.8
99
Design
8.2
286
7.9
98
7.8
292
7.4
99
8.3
313
8.1
100
8.3
299
8.3
100
8.4
290
7.8
97
Generative AI
7.7
224
Feature Not Available
7.7
224
Feature Not Available
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Sorting & Filtering
Not enough data
8.1
273
Not enough data
8.8
312
Not enough data
7.5
256
Not enough data
8.0
273
Integrations
Not enough data
6.8
212
Not enough data
9.3
322
Not enough data
7.2
210
Time Management
Not enough data
8.6
280
Not enough data
8.5
274
Not enough data
8.0
242
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Generative AI
7.8
89
Not enough data
7.9
88
Not enough data
7.5
87
Not enough data
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
8.1
113
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Not enough data
Self-Service Experience
8.7
936
Not enough data
8.6
890
Not enough data
8.3
666
Not enough data
8.2
221
Not enough data
8.4
235
Not enough data
Self-Service Platform
8.5
232
Not enough data
8.6
237
Not enough data
8.0
198
Not enough data
8.5
215
Not enough data
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Not enough data
7.9
69
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Hiver are categorized as Shared Inbox, Help Desk, and Customer Communications Management
Unique Categories
Freshdesk is categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, and Customer Self-Service
Hiver is categorized as Email Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Hiver
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Computer Software
6.7%
Marketing and Advertising
5.2%
Information Technology and Services
5.2%
Accounting
5.1%
Financial Services
4.3%
Other
73.4%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Hiver
Most Helpful Favorable Review
Verified User in Non-Profit Organization Management
Hiver makes it easy to manage patrons ticket requests promptly across a team of volunteers that is changing from day to day.
Most Helpful Critical Review
Max G.
Verified User in Construction
- Hiver is continuously changing their plans. Negatively. Moving features to more expensive tiers, arbitrarily increasing the pricing of their plans, and then adding handicap features to lower level plans in order to force users to accept a deteriorated...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Verified User in Non-Profit Organization Management
Hiver makes it easy to manage patrons ticket requests promptly across a team of volunteers that is changing from day to day.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Max G.
Verified User in Construction
- Hiver is continuously changing their plans. Negatively. Moving features to more expensive tiers, arbitrarily increasing the pricing of their plans, and then adding handicap features to lower level plans in order to force users to accept a deteriorated...
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What is the future development direction for Hiver?
1 comment
NR
Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back...Read more
Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.
1 comment
PA
Hi Makisha,
I am Pratibha from the Product team at Hiver.
As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I...Read more
How can i separate Hiver tickets from my own emails in Gmail?
1 comment
RG
We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. Read more
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