Hiver vs. Nextcloud

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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For a SOHO business, this solution is ideal. You don't need to administrative overhead of other products like GSuite, and it saves licensing costs. The maintenance effort is minimal as long as you use their default applications. Migrations to newer versions can be done with a few commands and run automatically. If you're planning on using Nextcloud in large deployments with many users, you'll start to see higher costs on your resources and maintenance. There will be a point at which Gsuite becomes easier to manage.

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

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• Remote collaboration platform with just the right tools.
• Ease of access from any device, anywhere.
• Solid templates for development teams to collaborate without distraction.

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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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• Slow in comparison to other solutions
• May be complex for the start since there are lots of apps and features
• May be not focusing on core topics

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Easy to use

It's easy to use and easy to maintain. It also provides many useful programs and plugins to make work even more productive; just check what's available and how you could use them to your advantage. Also, check the Nextcloud Files app on your phone, which makes everything available at the touch of your fingers.

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Support is there, can be slow at times.

I never needed support as everything always worked fine. The documentation on Nextcloud website is extensive and clear. The community is very active on the forum and should support you if you don't already find what you are looking for.

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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Nextcloud stacks up pretty well against Mattermost and ownCloud. I really appreciate the fact that Nextcloud seems to integrate with other products pretty seamlessly and allows for extensibility that our product team can extend and improve functionality without a tremendous ramp-up time. We once used ownCloud in previous years, but they went the wrong way, and have found Nextcloud to be the right direction over time.

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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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• It allowed us access to our files from any device over the internet.
• It helped manage and organize our file sharing with third parties.
• It provided a secure wrapper for accessing files.