Freshdesk vs Hiver

Freshdesk and Hiver represent two different philosophies in customer support: traditional helpdesk versus Gmail-based collaboration. Freshdesk (G2 4.4/5) offers comprehensive ticketing from $0-$79/agent, while Hiver (G2 4.6/5) transforms Gmail into a collaborative support platform at $15-$59/user.

The choice between them often depends on whether your team prefers a dedicated support interface or wants to leverage existing Gmail workflows for customer service.

Freshdesk provides a complete helpdesk experience with ticket management, knowledge base, automation rules, and multi-channel support including phone, chat, and social media. Its workflow automation and SLA management are particularly strong for larger support operations.

Hiver takes a unique approach by turning Gmail into a collaborative support platform. It adds shared inboxes, collision detection, assignment features, and basic automation directly within Gmail. This makes it incredibly intuitive for teams already using Google Workspace.

The key difference is architectural: Freshdesk is a standalone platform that centralizes all support channels, while Hiver enhances your existing Gmail setup with collaboration features.

Freshdesk offers a free tier for up to 10 agents, then scales from $15-$79 per agent monthly. The pricing includes most core features, with advanced automation and reporting in higher tiers.

Hiver ranges from $15-$59 per user monthly with no free tier, but includes all collaboration features across plans. Since it's per-user rather than per-agent, the total cost can be lower for smaller teams but higher for organizations where not everyone needs support access.

For teams under 10 agents, Freshdesk's free tier provides significant value. For Gmail-centric teams of 5-15 users, Hiver's pricing often proves more economical.

Choose Freshdesk if you need a full-featured helpdesk with advanced automation, reporting, and multi-channel support beyond email. Choose Hiver if your team lives in Gmail and wants seamless email collaboration with shared inboxes and assignment features.

Choose Freshdesk if: You need comprehensive multi-channel support, advanced automation, detailed reporting, or plan to scale beyond basic email support. The free tier makes it ideal for small teams testing helpdesk software.

Choose Hiver if: Your team already uses Gmail extensively, prefers email-based workflows, and needs collaborative features like shared inboxes and collision detection without learning a new platform.

For teams seeking an alternative that combines the best of both worlds, Converge at $49/month flat rate with up to 15 agents offers comprehensive multi-channel support without per-agent pricing constraints.