Hive vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hive
Score 8.4 out of 10
N/A
Hive Technology offers their eponymous project management and process management application, providing integrations with many popularly used applications for productivity, cloud storage, and collaboration.
$12
per month per user
Zendesk Suite
Score 8.6 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
HiveZendesk Suite
Editions & Modules
No answers on this topic
Suite Team
$69
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
HiveZendesk Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details20% discount available with annual pricing.
More Pricing Information
Features
HiveZendesk Suite
Project Management
Comparison of Project Management features of Product A and Product B
Hive
7.5
14 Ratings
2% below category average
Zendesk Suite
-
Ratings
Task Management8.314 Ratings00 Ratings
Resource Management7.314 Ratings00 Ratings
Gantt Charts7.713 Ratings00 Ratings
Scheduling7.913 Ratings00 Ratings
Workflow Automation7.513 Ratings00 Ratings
Team Collaboration8.014 Ratings00 Ratings
Support for Agile Methodology8.311 Ratings00 Ratings
Support for Waterfall Methodology7.610 Ratings00 Ratings
Document Management7.112 Ratings00 Ratings
Email integration7.312 Ratings00 Ratings
Mobile Access7.010 Ratings00 Ratings
Timesheet Tracking7.38 Ratings00 Ratings
Change request and Case Management7.010 Ratings00 Ratings
Budget and Expense Management6.68 Ratings00 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Hive
7.2
11 Ratings
4% below category average
Zendesk Suite
-
Ratings
Quotes/estimates6.99 Ratings00 Ratings
Invoicing7.26 Ratings00 Ratings
Project & financial reporting7.89 Ratings00 Ratings
Integration with accounting software6.88 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hive
-
Ratings
Zendesk Suite
8.7
154 Ratings
8% above category average
Organize and prioritize service tickets00 Ratings9.0153 Ratings
Expert directory00 Ratings8.0102 Ratings
Subscription-based notifications00 Ratings8.4106 Ratings
ITSM collaboration and documentation00 Ratings8.4104 Ratings
Ticket creation and submission00 Ratings9.3153 Ratings
Ticket response00 Ratings9.2152 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hive
-
Ratings
Zendesk Suite
8.4
139 Ratings
8% above category average
External knowledge base00 Ratings8.4133 Ratings
Internal knowledge base00 Ratings8.4127 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hive
-
Ratings
Zendesk Suite
8.7
150 Ratings
12% above category average
Customer portal00 Ratings8.8121 Ratings
IVR00 Ratings8.459 Ratings
Social integration00 Ratings8.097 Ratings
Email support00 Ratings9.1147 Ratings
Help Desk CRM integration00 Ratings8.9112 Ratings
Best Alternatives
HiveZendesk Suite
Small Businesses
Stackby
Stackby
Score 9.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Planview AgilePlace
Planview AgilePlace
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AgilePlace
Planview AgilePlace
Score 9.5 out of 10
SysAid
SysAid
Score 8.8 out of 10
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User Ratings
HiveZendesk Suite
Likelihood to Recommend
8.4
(14 ratings)
8.9
(192 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(43 ratings)
Usability
-
(0 ratings)
8.8
(65 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
9.4
(2 ratings)
6.4
(31 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
HiveZendesk Suite
Likelihood to Recommend
Hive Technology
Hive is a powerful tool for data analysis and management that is well-suited for a wide range of scenarios. Here are some specific examples of scenarios where Hive might be particularly well-suited: Data warehousing: Hive is often used as a data warehousing platform, allowing users to store and analyze large amounts of structured and semi-structured data. It is especially good at handling data that is too large to be stored and analyzed on a single machine, and supports a wide variety of data formats. Batch processing: Hive is designed for batch processing of large datasets, making it well-suited for tasks such as data ETL (extract, transform, load), data cleansing, and data aggregation.Simple queries on large datasets: Hive is optimized for simple queries on large datasets, making it a good choice for tasks such as data exploration and summary statistics. Data transformation: Hive allows users to perform data transformations and manipulations using custom scripts written in Java, Python, or other programming languages. This can be useful for tasks such as data cleansing, data aggregation, and data transformation. On the other hand, here are some specific examples of scenarios where Hive might be less appropriate: Real-time queries: Hive is a batch-oriented system, which means that it is designed to process large amounts of data in a batch mode rather than in real-time. While it is possible to use Hive for real-time queries, it may not be the most efficient choice for this type of workload. Complex queries: Hive is optimized for simple queries on large datasets, but may struggle with more complex queries or queries that require multiple joins or subqueries.Very large datasets: While Hive is designed to scale horizontally and can handle large amounts of data, it may not scale as well as some other tools for very large datasets or complex workloads.
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Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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Pros
Hive Technology
  • Simplicity, it offers a clean environment without risking the outcome. An example of this are the timesheets that allow a fast way to keep track of progress
  • Interaction, the different options make it faster and easier to interact and collaborate in the development of a product. An example of this would be Hive Notes for meetings
  • The different visualisations it offers allow to explore the best ways to affront your projects. I really like the Gantt mappings view to understand who can be contacted at each point
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Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Cons
Hive Technology
  • Organizing tasks by assignees could be better. It's a little cumbersome to check off each person you want. Can you group these?
  • I don't really use any view besides task view. Is there something better I could be using?
  • It would be nice if attachments showed up in a nicer format, maybe with a preview?
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Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
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Likelihood to Renew
Hive Technology
No answers on this topic
Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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Usability
Hive Technology
No answers on this topic
Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
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Reliability and Availability
Hive Technology
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Hive Technology
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Hive Technology
Our CSR is easily accessible and they have support built into the app itself. They also have a pretty robust support site. We also took advantage of the free trial and learned so much by putting Hive through the paces and figuring out the best way to mold it to our needs.
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Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
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Online Training
Hive Technology
No answers on this topic
Zendesk
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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Implementation Rating
Hive Technology
No answers on this topic
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered
Hive Technology
Hive is a bit different than Jira and Monday, which I used mostly. Overall does a great job managing project and helps with team communication. Removes dependency of asking team members for updates by going to conference rooms. With Hive, the team updates the status, and we can easily track it.
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Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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Return on Investment
Hive Technology
  • Workflow Management will help you better move your projects along which saves time and money.
  • Time tracking will allow you to better manage the hours and keep your contractors accountable.
  • Overall visibility of projects allow you to keep your margins down and combat "bleeding" and hidden costs or surprises.
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Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
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ScreenShots

Hive Screenshots

Screenshot of HIver Technology

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations