What users are saying about
6 Ratings
1 Rating
6 Ratings
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Score 9.7 out of 100
1 Rating
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Score 10 out of 100

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.
Anonymous | TrustRadius Reviewer

Raiseaticket

In our 400+ employee company, keeping track of all requests had become impossible for the ICT department. Raiseaticket has solved this by giving agents access to see ticket statuses, and the ICT employees the ability to manage such requests properly. An added bonus was reporting, which made management very happy and gave a clearer picture of what the department is facing, and how they're doing with the SLAs.
CJ Garzia | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Hiver
9.0
Raiseaticket
9.7
Organize and prioritize service tickets
Hiver
8.8
Raiseaticket
10.0
Ticket creation and submission
Hiver
9.1
Raiseaticket
10.0
Ticket response
Hiver
9.1
Raiseaticket
10.0
Expert directory
Hiver
Raiseaticket
9.0
Subscription-based notifications
Hiver
Raiseaticket
10.0
ITSM collaboration and documentation
Hiver
Raiseaticket
9.0

Multi-Channel Help

Hiver
9.1
Raiseaticket
10.0
Email support
Hiver
9.1
Raiseaticket
10.0
Customer portal
Hiver
Raiseaticket
10.0
Help Desk CRM integration
Hiver
Raiseaticket
10.0

Self Help Community

Hiver
Raiseaticket
9.0
Internal knowledge base
Hiver
Raiseaticket
9.0

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!
Megan Shorter | TrustRadius Reviewer

Raiseaticket

  • Keep track of threads and pinpoint similar issues already raised.
  • Reporting is extremely good and holds all the info you'll need.
  • Developers take on-board feedback. After a year, we're still getting new features which we didn't even think we needed.
CJ Garzia | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Raiseaticket

  • Pre-set templates could use a bit of a revamp, but nothing major.
CJ Garzia | TrustRadius Reviewer

Alternatives Considered

Hiver

Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
Megan Shorter | TrustRadius Reviewer

Raiseaticket

Raiseaticket was cheaper, more versatile, and easier to use without compromising any of the features that the other programs offer. Also, the system is still growing, so there's a huge potential for this software to grow as well and become a leader in the email management systems market.
CJ Garzia | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Raiseaticket

  • Reporting has been a great asset to management.
  • Improved SLAs.
  • Improved time management of the teams.
CJ Garzia | TrustRadius Reviewer

Screenshots

Pricing Details

Hiver

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Hiver Editions & Modules

Edition
PLUS PLAN$14.001
PREMIUM PLAN$22.001
ENTERPRISE PLAN$34.001
  1. /user/month
Additional Pricing Details

Raiseaticket

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Raiseaticket Editions & Modules

Additional Pricing Details

Rating Summary

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