TrustRadius Insights for Hiver are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Efficient and helpful in managing shared inboxes: Users have found Hiver to be highly efficient and helpful for managing shared inboxes. They appreciate its ability to assign emails to team members, which streamlines workflow and eliminates confusion.
Easy communication and collaboration within the team: Users like the feature of writing notes directly on an email in the sidebar, as it allows for easy communication and collaboration within the team without the need for multiple back-and-forth emails.
Full visibility into team emails: Hiver provides comprehensive visibility into emails at the team level, which users find extremely beneficial. This eliminates any issues with losing track of email chains and ensures that important messages are not overlooked.
We use Hiver to organize our accounts payable group email. We created rules to automatically tag the emails based on vendor to which entity they are for and who they should be assigned to. Then we change the status from open to pending when they are submitted for approval but pending approval. Once approved and inside of our accounting system the emails are marked closed. Then analyics are ran to ensure emails are being addressed in a timely manner, and emails are not being deleted or just marked closed.
Pros
automation through rules
tagging emails, anaylics behind them
support, chat always responds right away
Cons
export the rules and import rules
bulk update of the rules, one assignee is no longer here we have to go into each rule individually and update
adding custom status, integrating with other 3rd party apps so the status can be changed by their triggers
Likelihood to Recommend
For group emails where follow ups are necessary and tracking the progress of team members is a must, Hiver is a good fit. We have 5 different companies where all the AP flows into 1 group email. This group email is then monitored and the work is delegated to the correct assignee to address those emails.
VU
Verified User
Manager in Finance and Accounting (201-500 employees)
We use Hiver for email management, shared inbox, etc.
Pros
Shared mailbox
Cons
Pricing
Not changing plans
Likelihood to Recommend
PROS: Product ok, but be prepared for whacky price changes (last one 60%+ increase) The product is ok, but their release of new features is so slow and not keeping up with the competition. Looking around at alternatives and comparing features, you can see Hiver is lacking in so many areas. NEGATIVES: They constantly change their plans and doing this means huge price changes. I've no problem with SaaS providers tweaking plans here and there and there being the odd price increase to help develop the product, but Hiver does not do this. Hiver changes its plans drastically every so often and forces existing customers onto these new plans. Yes, this of course is their right since it's their product, but how can they justify wild price increases like 62%? No, this isn't fair and leaves existing customers feeling like they would never have signed up if they knew this was going to happen.
Our organisation uses this to manage our shared inboxes used for both internal (support tickets from staff) and external (customer enquiries). Enquiries can be assigned, so multiple people won't be accidentally working on the same enquiry and in the current COVID environment, it allows us to manage consultants even when they're offsite with the ability to use drafts. It's really improved our workflow, and customer interactions.
Pros
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!
Cons
It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.
Likelihood to Recommend
If you're using groups in gmail and get frustrated by the requirement for someone to be assigning the emails for them to be organised, confused when you even think about figuring out who has commented on a topic or irate when the same topic line used in an email means that unrelated emails crop together and you sometimes miss enquiries - this is for you. Stop using groups, and start using Hiver.
We implemented HIVER as an alternative to other ticketing solutions such as Desk, Freshdesk, and Zendesk. We user G-Suite business services including Gmail, Chat etc, and I was searching for a solution that would keep my team in the same platform rather than integrating a solution outside of our own email inboxes. Hiver allows us to treat inbound emails to support and billing, etc. as tickets that any team member with access to the inbox can address, assign, and close. We can also chat internally within the side panel if we need more information from another team member in an order to address the customer inquiry. For example, using Hiver, our support@ and billing@ inboxes function more like collaborative queues. Any team member with access can view, assign, reply to, and close incoming emails as if they were tickets. This shared ownership model helps us avoid missed messages, duplicate responses, or confusion about who is handling what.
Pros
Manage support emails with more transparency than Gmail Groups.
Reduces learning curves and boosts productivity by allowing users to function inside the gmail service they are already familiar with.
Ttracking email status (open, pending, closed) helps ensure customer satisfaction.
And CSAT follows up to ensure the customer was satisfied with the help they received.
Cons
Last I checked, there was no way to create a support ticket in a situation for example where a customer called with questions that may require followup. 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.
Ideally Hiver would operate on an independent channel separate from all other users. In order to do so in our use case, I created an additional google workspace user.
Likelihood to Recommend
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.
VU
Verified User
Professional in Professional Services (11-50 employees)
