GLPI vs. Hiver

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

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One scenario where Hiver works really well is in a shared support or billing inbox or anywhere multiple team members need access to the same messages. For example, when a customer emails about a billing question, we used to reply and manually loop in the billing team or forward the message. That often caused confusion, especially when someone forgot to “reply all” or responded only to the teammate instead of the customer.Now with Hiver, we just assign the conversation to the billing inbox, and whoever is available can respond. Everyone on the team can see the thread, status, and notes, which avoids duplicated efforts and missed replies. We also used to rely on Google Groups, but it wasn’t clear if someone had already replied, and there was no easy way to collaborate behind the scenes. Hiver completely solved that for us.As for situations where Hiver might be less ideal, I’d say if your team isn’t using Gmail or Google Workspace, then it’s probably not a good fit. It’s really designed for teams that live in Gmail so the team doesn't have to learn a new system. I'm sure some businesses will require a more robust ticketing solution but for our use case, this was a perfect option to improve outcomes, client service, and satisfaction.

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• Tickering
• Inventory
• FAQ

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• automation through rules
• tagging emails, anaylics behind them
• support, chat always responds right away

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• Lack of auto update mechanism.
• Admin interface is somewhat dated.

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• It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.

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We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

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Easy to use

Support is there, can be slow at times.

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

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True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

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• Quick resolution of incidents
• User satisfaction measurement

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• The ROI on showing how many emails are being received and addressed in a timely manner are great for KPIs
• the ability to search and ensure emails are not being deleted as an automatic report is sent out the following day saying if any emails were deleted by whom
• the ability to automate who gets assigned what emails from specific vendors per entity

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