# Hiver — Customer Service & Helpdesk

Hiver by Hiver holds a panel rating of 1.5/5 from 6 AI judges (category median 2.5/5), as of 2026-10-15. Provenance: provenance unknown; sovereignty: not determined.

- Vendor: Hiver (https://hiverhq.com)
- Category: [Customer Service & Helpdesk](https://whats-best.ai/software/customer-service.md)
- Provenance (editorial classification): provenance unknown
- Canonical page: https://whats-best.ai/software/customer-service/hiver
- Alternatives: https://whats-best.ai/software/customer-service/hiver/alternatives ([markdown](https://whats-best.ai/software/customer-service/hiver/alternatives.md))
- Data as of: 2026-10-21 · evaluated 2026-10-15 · oldest source captured 2026-10-13

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Hiver
- Headquarters: Not stated on the vendor’s pages as of 13 Oct 2026
- Data hosting: Not stated on the vendor’s pages as of 13 Oct 2026
- Free plan: Not stated on the vendor’s pages as of 13 Oct 2026

## The panel's verdict

Hiver is a customer service and helpdesk product sold in two editions, Hiver Omni and Hiver in Gmail; the vendor states that more than 10,000 teams use it globally. The scoring favours the channel and knowledge layers: omnichannel runs 4-6, crediting email, chat, Slack, voice, SMS and WhatsApp named as managed from one workspace, and knowledge and self-service also runs 4-6 — the support lead scored 6 for the claimed link between resolved conversations and new articles, while judges who wanted deflection reported as a number scored lower. Ticketing core runs 2-3: modules are named, but the judges found no public information on routing rules, SLA timers, escalation chains or search across ticket bodies. Customer data protection and sovereignty sit at 0-1, with no public information on retention, deletion, audit logging, a data processing agreement, hosting location or subprocessors. Integrations span 2-4. Persona-weighted verdicts ranged from 0.9 to 3.8, and we found no public prices — the editions are named without figures.

**Speaks for it:**
- Omnichannel scores 4-6, with email, chat, Slack, voice, SMS and WhatsApp named as managed from one workspace in Hiver Omni.
- Knowledge and self-service scores 4-6, with AI claimed to turn resolved conversations into help centre articles and surface knowledge gaps.
- Asana, Jira request linking and Slack threads inside the product are named integrations.
- A Gmail-native edition is described, with shared inboxes and AI handled without leaving Gmail.

**Held against it:**
- Ticketing core scores 2-3, and we found no public information on routing rules, SLA timers, escalation chains or search across ticket bodies.
- Customer data protection scores 0-1, and we found no public information on retention periods, deletion paths, audit logging or a signable data processing agreement.
- Sovereignty scores 0-1, and we found no public information on hosting location, the contracting entity or subprocessors.
- Integrations scores 2-4, and we found no public information on a documented API, webhooks, SSO or any named CRM or shop system.
- We found no public prices — the two editions are named without per-agent figures, billing period or VAT treatment.

**Best for:**
- You want email, chat, Slack, voice, SMS and WhatsApp handled in one workspace and can confirm shared customer history with the vendor before buying.
- Your support team works inside Gmail and wants shared inboxes and AI without leaving it.
- You want a help centre that builds and refreshes articles from resolved conversations and will measure deflection against your own ticket counts.

**Avoid if:**
- You need public evidence of routing rules, SLA timers, escalation chains and full-text search across ticket bodies before committing to a queue engine.
- Your purchase requires a data-protection review of retention periods, deletion paths, audit logging and a signable data processing agreement.
- You must wire the helpdesk into a named CRM or shop system through a documented API, webhooks or SSO.
- You must establish where the ticket archive is hosted and which subprocessors touch it before signing — the bench found nothing public to weigh.

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price.

| Criterion | The Support Lead | The Agent Advocate | The Data Protection Officer | The Shop Operator | The Integrator | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Ticketing, queues & SLA | 1.5/5 | 1/5 | 1/5 | 1.5/5 | 1.5/5 | 1/5 |
| Channels in one queue | 3/5 | 2.5/5 | 2.5/5 | 3/5 | 3/5 | 2/5 |
| Knowledge base & deflection | 3/5 | 2/5 | 2/5 | 2/5 | 2.5/5 | 2/5 |
| Customer data protection | 0/5 | 0.5/5 | 0/5 | 0/5 | 0/5 | 0/5 |
| Integrations & API | 1.5/5 | 1.5/5 | 1/5 | 2/5 | 1.5/5 | 1/5 |
| European sovereignty | 0.5/5 | 0.5/5 | 0/5 | 0/5 | 0/5 | 0/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **2/5** | **1.5/5** | **0.5/5** | **2/5** | **1.5/5** | **1/5** |

### The judges

- **The Support Lead** (v1.0): Runs a team of twelve against an SLA the sales team promised. Wants routing that reflects skill, timers that warn before they breach, and reporting she can take to a quarterly review. Reads "AI-powered" as a claim to be checked against the queue on a Monday morning.
- **The Agent Advocate** (v1.0): Has answered tickets for six years and judges every tool by the hundredth reply, not the first. Wants search that finds the old thread, macros that save real keystrokes, and one screen rather than four tabs. Treats agent-activity dashboards as a smell.
- **The Data Protection Officer** (v1.0): Sees a ticket archive for what it is: years of personal data customers typed themselves, including the things they should not have. Wants retention that executes, redaction, an audit of who read what, and an answer on whether vendor support can open a ticket.
- **The Shop Operator** (v1.0): Handles "where is my parcel" at volume and needs the order in front of the agent without a second login. Judges omnichannel by whether WhatsApp and the shop actually land in one queue, and deflection by whether the ticket count falls in December.
- **The Integrator** (v1.0): Has to wire the helpdesk into a CRM, a shop and an identity provider that all predate it. Wants a documented API with rate limits, webhooks that retry, SCIM, and a sandbox. Reads a partner-contact form on an integrations page as a missing API.
- **The Skeptic** (v1.0): Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered.

## European sovereignty — proven facts

No sovereignty finding yet.

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Documents: Terms · Privacy · Cookie · AI Transparency · Hiver Trust Portal · Security · Copyright Claims · Vulnerability Disclosure · Bug Bounty [S1]
- Trust center: security, privacy, and compliance built-in; trust center linked [S1]

**Legal**
- Entity: Hiver Inc. [S1]

**Product**
- AI agents: AI Agents resolve multi-step, cross-system requests end to end [S1]
- AI agents systems: works across CRMs, ecommerce platforms, data warehouses, spreadsheets, internal tools [S1]
- AI copilot: yes · investigate · find answers · draft replies · take actions [S1]
- AI help center: yes [S1]
- AI insights: yes [S1]
- AI platform modules: AI Agents · AI Copilot · AI QA · AI Insights · AI Help Center [S1]
- AI qa: yes [S1]
- Asana integration: yes [S1]
- Channels: omnichannel inbox · email · chat · Slack · voice · SMS [S1]
- Customer count: 10000 · more than [S1]
- Customer intelligence: yes [S1]
- Editions: Hiver Omni · Hiver in Gmail [S1]
- Footprint: Omnichannel · Ticketing · Automation · Analytics · Integrations · Customer Intelligence · Mobile App [S1]
- Gmail edition: Gmail-native helpdesk with shared inboxes and AI [S1]
- Jira linking: yes · yes [S1]
- Omni channels whatsapp: email · chat · Slack · voice · SMS · WhatsApp [S1]
- Use cases: support · operations · finance · IT · HR [S1]

## Questions

### Is Hiver European?

Not determined: the vendor’s pages as captured do not say where Hiver is based.

### Where does Hiver store data?

Not stated on the vendor’s pages as of 13 Oct 2026.

### Does Hiver have a free plan?

Not stated on the vendor’s pages as of 13 Oct 2026.

### What are the best alternatives to Hiver?

As of 21 Oct 2026, the panel rates [Zendesk (3.5/5)](https://whats-best.ai/software/customer-service/zendesk), [Intercom (3.5/5)](https://whats-best.ai/software/customer-service/intercom) and [HubSpot Service Hub (3/5)](https://whats-best.ai/software/customer-service/hubspot-service-hub) highest among the other 28 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [Zammad](https://whats-best.ai/software/customer-service/zammad) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Hiver alternatives](https://whats-best.ai/software/customer-service/hiver/alternatives).

## What this page leaves out

- We found no public information on pricing on the pages we read (hiverhq.com). If the vendor publishes it somewhere else, send us the page.
- 3 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 6 of the readings below were written against an earlier fact sheet — a fact has been corrected, added or pulled since. Until the panel next runs on this product you are reading the older judgement.

## Sources

- [S1] Vendor page: https://hiverhq.com (checked 2026-10-13)

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Cite as: whats-best.ai, "Hiver — Customer Service & Helpdesk", AI panel analysis, as of 2026-10-21. https://whats-best.ai/software/customer-service/hiver

Corrections: https://whats-best.ai/correct/779?target=page