A great solution for teams that work closely together to provide exceptional service to their clients!
Updated May 20, 2025

A great solution for teams that work closely together to provide exceptional service to their clients!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with 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.
  • Hiver 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.
  • Team accountability was a huge improvement
  • Scaling support without introducting a new platform - big win!
It’s really easy to use because it works right inside Gmail, which our whole team is already familiar with. There’s not much of a learning curve and assigning emails, leaving internal notes, chatting and replying to customers is all very intuitive. The only reason I almost didn't give it a perfect 10 is because there are a few things that take a little getting used to, like how the settings impact user email rules. But that really has no impact on functionality, just my OCD.
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.

Do you think Hiver delivers good value for the price?

Yes

Are you happy with Hiver's feature set?

Yes

Did Hiver live up to sales and marketing promises?

Yes

Did implementation of Hiver go as expected?

Yes

Would you buy Hiver again?

Yes

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.

Hiver Feature Ratings

Incident and problem management
10.0
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Email support
10

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