Hiver has positioned itself as a leading helpdesk solution built specifically for Gmail. With thousands of businesses relying on it for seamless email-based customer support, Hiver is widely recognized for its intuitive interface and deep integration with Google Workspace.
However, while Hiver offers a familiar email-based experience, some users have raised concerns about its limitations. Issues like pricing, scalability, reporting constraints, and collaboration challenges have led many to explore alternative solutions that offer greater flexibility and efficiency.
In this guide, we’ll take a closer look at why some businesses are moving away from Hiver and explore the best alternatives available. Whether you’re searching for a more cost-effective option or need a helpdesk with advanced automation and reporting capabilities, this guide will help you make an informed decision.
Common reasons why you might seek Hiver alternatives
If you’re looking for a Hiver alternative, it likely means you’ve encountered some common challenges, such as:
1. Glitchy performance and long loading times
One user on G2 pointed out recurring glitches and sluggish performance, especially during the initial login. They found it frustrating to search through old or closed messages and mentioned that navigating email threads was difficult due to confusing formatting. Even something as simple as reading an entire email became a challenge, which impacted their ability to track conversations effectively.
It can be a bit glitchy. Long loading time upon initial login. Not easy to run reports and collect the data we need. It’s difficult to search back through old/closed messages. Some of my complaints may be specific to gmail- but it is hard to follow along a conversation in email threads and sometime the formatting makes it hard to see and read an entire email. I wish I could make the email thread larger on the screen and easier to read (I can only do this with a response and the email thread disappears).
Source: G2Â
2. High pricing structure
Another user highlighted pricing concerns with Hiver, stating that while the Lite plan starts at $15 per user/month (billed annually), it lacks key features. They felt the higher-tier plans were disproportionately expensive, particularly for small to medium-sized businesses. For these users, the cost might outweigh the value — potentially limiting access to the tool’s full capabilities.
Regarding pricing, Hiver’s Lite plan starts at $15 per user per month when billed annually, but it does not include all features, which can be a significant limitation. The higher-tier plans are disproportionately more expensive compared to the features they offer, which can be a particular issue for small and medium-sized businesses (SMBs). For these businesses, the costs associated with using Hiver may prove too high, potentially limiting their ability to fully leverage the tool’s capabilities. But I still think it’s worth it!
Source: G2Â
3. Lack of features
A Capterra user mentioned that the tool still lacks several features and integrations, but they did acknowledge that improvements are being made over time.
It still lacks features and integrations, but little by little they are releasing them.
4. Poor customer support
Another Capterra user shared their frustration with the customer support service. The reviewer had to reach out to support due to system issues, but unfortunately, the support team wasn’t able to help resolve the problem.Â
When we have systems issues and have to contact customer support and they aren’t able to help.
10 best Hiver alternatives and competitors for businesses in 2025
- Desk365
- Freshdesk
- Jira Service Desk
- Zoho Desk
- Zendesk
- Help ScoutÂ
- Kustomer
- AzureDesk
- LiveAgent
- HappyFox
1. Desk365
Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.Â
Key features
1. AI-powered ticket responses
Desk365 enhances agent efficiency by utilizing AI to generate quick, contextual replies. These AI-powered responses are based on historical ticket data and knowledge base articles, allowing agents to respond faster and with more accuracy. This significantly reduces the time spent on routine inquiries.Â
2. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.Â
3. Unified inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.Â
4. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).Â
5. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.Â
6. Round-robin ticket assignment
To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.Â
7. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.Â
8. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.Â
9. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:Â
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.Â
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.Â
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.Â
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.Â
10. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:Â
- Agent roles and permissions for different levels of access.Â
- Ticket forms with custom fields and workflows to align with your processes.Â
- Support portal appearance to match your branding.Â
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).Â
11. Mobile accessibility
Desk365 ensures that your team can stay productive even on the go. The platform offers mobile apps for both agents and customers, allowing users to manage tickets, respond to requests, and monitor performance from their mobile devices.Â
12. Powerful analytics
Desk365 includes powerful reporting tools that provide actionable insights into your support operations:Â
- Custom reports: Tailor reports to analyze any specific data related to your team’s performance, ticket trends, or customer satisfaction.Â
- Agent performance reports: Evaluate individual agent metrics like response times and ticket resolution rates.Â
- Ticket trends report: Visualize trends across different ticket fields to identify recurring issues or bottlenecks.Â
2. Freshdesk
Freshdesk is a comprehensive customer support software developed by Freshworks Inc. It’s designed to streamline customer service processes and improve the quality of support provided by businesses across various industries. Freshdesk offers a multitude of features aimed at enhancing customer experience and boosting the efficiency of support teams.
Key Features:
- Ticket management
- Freddy AI Assist
- Self-service
- Agent productivity
- Customization
Recommended Reading – 13 Best Freshdesk Alternatives for Businesses for 2025
Pricing
- Growth: $15/agent/month
- Pro: $49/agent/month
- Enterprise: $79/agent/month
3. Jira Service Management (JSM)
Jira Service Management (JSM) is a powerful service desk solution designed by Atlassian for IT and service teams. It builds upon the strengths of Jira, a popular tool for issue tracking and project management, and enhances it with features tailored for managing service requests, incidents, problems, and changes. Jira Service Management is known for its flexibility, integration capabilities, and focus on promoting agile practices even in service management.
Recommended Reading – Best Jira Service Management Alternatives in 2025
Jira Service Desk Management Features
- Request management
- Incident management
- Problem management
- Change management
- Asset management
- Configuration management database (CMDB)
- Service Level Agreement (SLA) management
- Advanced reporting and analytics
Pricing:
Free:Â Forever free plan (up to 3 agents)
Standard:Â $20/agent/month
Premium:Â $45/agent/month
Enterprise:Â Custom planÂ
4. Zoho Desk
Zoho Desk, often compared with Zendesk is a cloud-based customer service software designed to help businesses manage their customer support activities efficiently. As a part of the Zoho ecosystem, which includes a wide range of business and productivity tools, Zoho Desk integrates seamlessly with other Zoho applications as well as third-party systems. Here’s what makes Zoho Desk stand out:
Zoho Desk Features
- Customization
- Ticket management
- Omnichannel
- Automation
- Analytics
Pricing:
Standard: $14/user/month
Professional: $23/user/month
Enterprise: $35/user/month
5. Zendesk
Zendesk, often compared with Zoho Desk is a powerful customer service software that caters to businesses looking for a robust, scalable solution to manage their customer interactions. Known for its flexibility and comprehensive set of features, Zendesk allows companies to build better customer relationships through streamlined communication and improved support services.
- Multi-Channel Support
- Advanced Ticketing System
- Automation and Workflows
- Customizable Interfaces
- Reporting and Analytics
- Integrations with Other Business Tools
- Knowledge Base and Self-Service Options
- Live Chat Capabilities
- AI and Machine Learning Enhancements
- Security and Compliance Measures
Recommended Reading – Best Zendesk Alternatives in 2025
Pricing
- Suite team: $55/agent/monthÂ
- Suite growth: $89/agent/monthÂ
- Suite professional: $115/month/ user
Read More – Zendesk Pricing: Does it offer value for money?
Pricing
- Standard: $20/user/month
- Plus: $40/user/month
- Company: $65/user/month
7. Kustomer
Kustomer is a customer service platform designed to streamline the way businesses engage with their customers by integrating multiple communication channels into a single dashboard. It aims to provide a holistic view of customer interactions, making it easier for service teams to deliver personalized and efficient support.
Here’s a closer look at some of the key features of Kustomer:
- Omnichannel Capabilities
- Customer Timeline
- AI and Automation
- Customization and Integration
- Real-time Analytics and Reporting
- Security and Compliance
Pricing:
Enterprise: $89/user/month
Ultimate: $139/user/month
8. AzureDesk
AzureDesk is a customer support software designed to help small to medium-sized businesses manage their customer service operations efficiently. It provides a suite of tools that enable businesses to deliver excellent customer support, streamline communication, and improve service delivery. Here’s a detailed look at AzureDesk and its featuresÂ
- Ticketing SystemÂ
- Multi-Channel SupportÂ
- Knowledge BaseÂ
- Automation and WorkflowsÂ
- Reporting and AnalyticsÂ
- Integration CapabilitiesÂ
- Customizable InterfaceÂ
- Customer Feedback SystemÂ
Pricing
AzureDesk offers a Plus pricing plan at $33 per month, which includes ticket management, a self-service portal, and additional features.
9. LiveAgentÂ
LiveAgent is a comprehensive customer service software that helps businesses manage customer interactions across multiple channels. It’s designed to streamline the support process and enhance the customer experience by providing a wide range of features and tools. Â
Here’s a detailed look at some of the key features of LiveAgent:Â
- Multi-channel SupportÂ
- Ticketing SystemÂ
- Live ChatÂ
- Automation and RulesÂ
- Knowledge BaseÂ
- Reporting and AnalyticsÂ
- CRM IntegrationÂ
- CustomizationÂ
Pricing
Free Plan: Available indefinitely with some restrictions.Â
Ticket Plan: Provides an email ticketing tool for $15 per agent per month.Â
Ticket + Chat Plan: Offers a multi-channel live chat and ticketing solution for $29 per agent per month.Â
All-Inclusive Plan: Features an omni-channel help desk solution for $39 per agent per month.Â
10. HappyFox
HappyFox is a robust and versatile ticketing system that integrates seamlessly with Microsoft Teams. Designed to enhance the efficiency of support and service teams, HappyFox offers a streamlined approach to managing customer support tickets directly within the Teams environment. This integration allows teams to maintain their workflow in Microsoft Teams while leveraging the powerful features of HappyFox for ticket management, ensuring a cohesive and productive user experience.
Features of HappyFox Teams Ticketing:
- Microsoft Teams Integration
- Automation Tools
- Multi-Channel Support
- Customizable Workflows
- Real-Time Collaboration
- Reporting and Analytics
- Knowledge Base Integration
Pricing
Lowest plan – $26/agent/monthÂ
Highest plan – $64agent/month
Recommended Reading:Â Â Best HappyFox Alternatives in 2025
What are the considerations for selecting the right Hiver alternatives?
If you’re looking for an alternative to Hiver, it’s important to consider a few key factors to ensure you’re making the right choice for your team’s needs. Here’s what to look for:
1. Ease of use & setup
- Is the platform intuitive and easy to adopt for your team?
- Does it require extensive training, or can your team get started quickly?
2. Pricing & cost-effectiveness
- How does the pricing compare to Hiver?
- Does it offer flexible plans that scale with your business?
- Are there hidden costs for additional users or features?
4. Automation & workflow efficiency
- Does the tool offer automation features to reduce manual work?
- Can you set up rules for assigning, tagging, or prioritizing emails?
- How well does it integrate with your existing workflows?
5. Customer support & reliability
- How responsive is the company’s support team?
- What are real users saying about their customer service?
- Does it have a reputation for frequent downtimes or glitches?
6. Security & compliance
- Does it meet your company’s security requirements?
- Is it GDPR, SOC 2, or HIPAA compliant (if required for your industry)?
- How does it handle data privacy and encryption?
Which Hiver alternative is best for you?
Exploring Hiver alternatives can help businesses find a customer support solution that better meets their specific needs and operational goals. When evaluating a platform, it’s essential to assess factors such as the feature set, ease of use, integration capabilities, scalability, budget, and customization options.
Among the top alternatives to Hiver, Desk365 stands out as a strong choice. With a robust set of features including ticket management, automation, knowledge base, SLAs, and seamless integrations, Desk365 offers a comprehensive solution that can handle the most demanding customer support requirements.
Its competitive pricing, user-friendly interface, and versatility make it an excellent option for businesses of all sizes.
Take the first step in enhancing your customer support experience by signing up for Desk365’s 21-day free trial. See for yourself if it’s the right fit for your organization and unlock the potential to improve your customer service today!
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