What users are saying about
11 Ratings
6 Ratings
11 Ratings
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Score 6.7 out of 100
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Raiseaticket ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

2.0

Hiver

20%
9.0

Raiseaticket

90%
Raiseaticket ranks higher in 6/6 features

Organize and prioritize service tickets

1.4
14%
3 Ratings
9.5
95%
5 Ratings

Ticket creation and submission

2.3
23%
3 Ratings
9.8
98%
5 Ratings

Ticket response

2.3
23%
3 Ratings
9.0
90%
5 Ratings

Expert directory

N/A
0 Ratings
9.0
90%
5 Ratings

Subscription-based notifications

N/A
0 Ratings
8.8
88%
5 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.3
83%
5 Ratings

Multi-Channel Help

3.3

Hiver

33%
8.1

Raiseaticket

81%
Raiseaticket ranks higher in 5/5 features

Email support

3.3
33%
3 Ratings
8.0
80%
5 Ratings

Customer portal

N/A
0 Ratings
8.3
83%
5 Ratings

IVR

N/A
0 Ratings
7.8
78%
4 Ratings

Social integration

N/A
0 Ratings
8.3
83%
3 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
5 Ratings

Self Help Community

Hiver

Feature Set Not Supported
N/A
8.8

Raiseaticket

88%
Raiseaticket ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.3
83%
4 Ratings

Internal knowledge base

N/A
0 Ratings
9.3
93%
5 Ratings

Attribute Ratings

  • Raiseaticket is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

1.4

Hiver

14%
3 Ratings
8.8

Raiseaticket

88%
5 Ratings

Usability

3.0

Hiver

30%
1 Rating

Raiseaticket

N/A
0 Ratings

Support Rating

4.0

Hiver

40%
1 Rating

Raiseaticket

N/A
0 Ratings

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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Fonicom Ltd

Raiseticket is the best tool to implement a support system for your business whether it is a small or medium business. If you have limited agents to manage the support team then it will help you to improve your support quality with timely resolution. It will analyse the ticket category and give the team keywords to close the ticket successfully with proper resolution. As it is a web-based tool, you can access this from any device from anywhere. During COVID-19 it helped our team to support our users from remote locations easily. You can also implement these on-site premises which are cheaper than others. But when it comes to modern technology, it is not providing email templates and you have to customize on your own which is a little difficult and time taking. While downloading monthly reports or customized reports it gives errors multiple times. Although we haven't faced any server down with this tool it is a little slow.
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Pros

Hiver

  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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Fonicom Ltd

  • It made communication very easy, fast and reliable
  • Easy access and quick generation of the problem ticket to the required team
  • User support and customer success are the key for this tool, which attracts users well.
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Cons

Hiver

  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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Fonicom Ltd

  • Some times slack notifications frequency is not correct.
  • Email templates should be provided.
  • Also it will be great to have a macro function like excel where people can record the tickets to auto assignment.
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Pricing Details

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Raiseaticket

Starting Price

$0

Editions & Modules

Raiseaticket editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Usability

    Hiver

    Easy to use
    Read full review

    Fonicom Ltd

    No answers on this topic

    Support Rating

    Hiver

    Support is there, can be slow at times.
    Read full review

    Fonicom Ltd

    No answers on this topic

    Alternatives Considered

    Hiver

    Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
    Read full review

    Fonicom Ltd

    Helpdesk does similar functionalities to raiseaticket. But HelpDesk is a bit better as it gives better statistics and overview of completed tickets, and it even have a graph to show data too. While raiseaticket is easy to learn, its lack of quota and data gathering methods make it not as good as other similar software out there.
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    Return on Investment

    Hiver

    • Hiver has increased the efficiency by which we address emailed questions and concerns.
    • Hiver increases transparency between team members.
    • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
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    Fonicom Ltd

    • Reporting has been a great asset to management.
    • Improved SLAs.
    • Improved time management of the teams.
    Read full review

    Screenshots

    Add comparison