Hiver vs. osTicket

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 7.7 out of 10
N/A
Hiver is a customer service platform that brings together communication channels, apps, and data to improve customer support operations. Hiver enables real-time collaboration across every customer communication channel, offering AI and automation to resolve issues and help teams work faster. Hiver states that over 10,000 teams of all shapes and sizes globally from Flexport to Harvard University, Vacasa, and Epic Games rely on Hiver to deliver support that wins…
$24
per month per user
osTicket
Score 8.0 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$9
per month
Pricing
HiverosTicket
Editions & Modules
Lite
$24
per month per user
Growth
$34
per month per user
Pro
$59
per month per user
Elite
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
HiverosTicket
Free Trial
YesNo
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details20% discount for annual pricing.—
More Pricing Information
Features
HiverosTicket
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
8.9
4 Ratings
10% above category average
osTicket
7.6
9 Ratings
5% below category average
Organize and prioritize service tickets8.94 Ratings7.99 Ratings
Ticket creation and submission8.94 Ratings6.89 Ratings
Ticket response8.94 Ratings6.29 Ratings
Expert directory00 Ratings9.04 Ratings
Subscription-based notifications00 Ratings8.47 Ratings
ITSM collaboration and documentation00 Ratings7.27 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
8.0
1 Ratings
3% above category average
osTicket
8.3
7 Ratings
7% above category average
External knowledge base8.01 Ratings9.05 Ratings
Internal knowledge base8.01 Ratings7.57 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
8.5
4 Ratings
10% above category average
osTicket
6.9
8 Ratings
11% below category average
Customer portal8.01 Ratings9.07 Ratings
Email support8.94 Ratings9.57 Ratings
IVR00 Ratings7.01 Ratings
Social integration00 Ratings4.01 Ratings
Help Desk CRM integration00 Ratings5.03 Ratings
Best Alternatives
HiverosTicket
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Front
Front
Score 8.8 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverosTicket
Likelihood to Recommend
7.9
(4 ratings)
9.1
(9 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
8.9
(2 ratings)
8.0
(1 ratings)
Support Rating
4.0
(1 ratings)
1.0
(2 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
HiverosTicket
Likelihood to Recommend
Hiver
Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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Enhancesoft LLC
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
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Pros
Hiver
  • automation through rules
  • tagging emails, anaylics behind them
  • support, chat always responds right away
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Enhancesoft LLC
  • osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
  • Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
  • Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
  • Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
  • Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
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Cons
Hiver
  • 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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Enhancesoft LLC
  • Language package should permit also the translation of the templates
  • It should not require the user to enter his details when creating a new ticket. This should be filled automatically
  • Improve the layout of the ticket messages to facilitate reading and interpretation.
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Likelihood to Renew
Hiver
No answers on this topic
Enhancesoft LLC
It does well what I was looking for on a ticketing tool
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Usability
Hiver
Easy to use
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Enhancesoft LLC
I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
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Support Rating
Hiver
Support is there, can be slow at times.
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Enhancesoft LLC
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
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Implementation Rating
Hiver
No answers on this topic
Enhancesoft LLC
Grant all prerequisites are met, before installing to avoid any issue during the installation
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Alternatives Considered
Hiver
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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Enhancesoft LLC
osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
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Return on Investment
Hiver
  • 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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Enhancesoft LLC
  • When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
  • Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
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ScreenShots

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of a view of a shared mailboxScreenshot of the collision alerts feature