Hiver vs. SysAid

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 8.6 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
SysAid
Score 9.1 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
Pricing
HiverSysAid
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
HiverSysAid
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeRequired
Additional Details20% discount for annual pricing.SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
HiverSysAid
Features
HiverSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
9.0
4 Ratings
9% above category average
SysAid
9.2
185 Ratings
11% above category average
Organize and prioritize service tickets9.04 Ratings9.4184 Ratings
Ticket creation and submission9.04 Ratings00 Ratings
Ticket response9.04 Ratings00 Ratings
Expert directory00 Ratings8.7151 Ratings
Service restoration00 Ratings9.2132 Ratings
Self-service tools00 Ratings8.8178 Ratings
Subscription-based notifications00 Ratings9.4134 Ratings
ITSM collaboration and documentation00 Ratings9.4152 Ratings
ITSM reports and dashboards00 Ratings9.4161 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
8.0
1 Ratings
0% below category average
SysAid
-
Ratings
External knowledge base8.01 Ratings00 Ratings
Internal knowledge base8.01 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
8.5
4 Ratings
6% above category average
SysAid
-
Ratings
Customer portal8.01 Ratings00 Ratings
Email support9.04 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Hiver
-
Ratings
SysAid
9.1
160 Ratings
10% above category average
Configuration mangement00 Ratings9.5150 Ratings
Asset management dashboard00 Ratings9.2157 Ratings
Policy and contract enforcement00 Ratings8.6108 Ratings
Change management
Comparison of Change management features of Product A and Product B
Hiver
-
Ratings
SysAid
9.6
150 Ratings
12% above category average
Change requests repository00 Ratings9.6136 Ratings
Change calendar00 Ratings9.6115 Ratings
Service-level management00 Ratings9.6142 Ratings
Best Alternatives
HiverSysAid
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
SysAid
SysAid
Score 9.1 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverSysAid
Likelihood to Recommend
8.0
(4 ratings)
9.2
(182 ratings)
Likelihood to Renew
-
(0 ratings)
8.7
(21 ratings)
Usability
9.0
(2 ratings)
8.0
(48 ratings)
Availability
-
(0 ratings)
9.1
(6 ratings)
Performance
-
(0 ratings)
9.1
(6 ratings)
Support Rating
4.0
(1 ratings)
8.3
(56 ratings)
In-Person Training
-
(0 ratings)
9.1
(3 ratings)
Online Training
-
(0 ratings)
9.1
(5 ratings)
Implementation Rating
-
(0 ratings)
8.3
(12 ratings)
Configurability
-
(0 ratings)
9.1
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(15 ratings)
Ease of integration
-
(0 ratings)
9.1
(4 ratings)
Product Scalability
-
(0 ratings)
9.1
(6 ratings)
Professional Services
-
(0 ratings)
9.1
(10 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(5 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(5 ratings)
User Testimonials
HiverSysAid
Likelihood to Recommend
Hiver
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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SysAid Technologies
SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.
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Pros
Hiver
  • automation through rules
  • tagging emails, anaylics behind them
  • support, chat always responds right away
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SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
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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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SysAid Technologies
  • The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
  • Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services
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Likelihood to Renew
Hiver
No answers on this topic
SysAid Technologies
This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.
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Usability
Hiver
Easy to use
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SysAid Technologies
Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.
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Reliability and Availability
Hiver
No answers on this topic
SysAid Technologies
Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.
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Performance
Hiver
No answers on this topic
SysAid Technologies
In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.
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Support Rating
Hiver
Support is there, can be slow at times.
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SysAid Technologies
SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.
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In-Person Training
Hiver
No answers on this topic
SysAid Technologies
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
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Online Training
Hiver
No answers on this topic
SysAid Technologies
The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.
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Implementation Rating
Hiver
No answers on this topic
SysAid Technologies
It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time
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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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SysAid Technologies
There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
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Contract Terms and Pricing Model
Hiver
No answers on this topic
SysAid Technologies
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
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Scalability
Hiver
No answers on this topic
SysAid Technologies
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
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Professional Services
Hiver
No answers on this topic
SysAid Technologies
We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.
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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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SysAid Technologies
  • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
  • Intuitive interface. Integration to Outlook. Easy reporting.
  • It has a very user-friendly interface and effective management capabilities.
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ScreenShots

Hiver Screenshots

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

SysAid Screenshots

Screenshot of Monitoring & Fine Tuning - Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.Screenshot of Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions takenScreenshot of Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more more efficiently.Screenshot of AI Chatbot -  A Conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution historyScreenshot of Workflow Automation - Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.Screenshot of the SysAid AI Agents that empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—IT operations, they anticipate needs, make informed decisions, and adapt responsibly