Hiver

What is Hiver?

Hiver is a customer service platform that combines ticketing, cross-team collaboration, and AI agents to handle support requests across email, chat, Slack, voice, and WhatsApp. It serves support, operations, finance, IT, and HR teams managing complex customer and employee issues. The product is available as Hiver Omni, a dedicated web workspace, or Hiver in Gmail, which requires installing a Chrome extension.

What are the features of Hiver?

• Omnichannel unified ticketing

  Consolidates requests from email, chat, Slack, Microsoft Teams, voice, SMS, and WhatsApp into one workspace for tracking and assignment.
• AI investigation agent (Assist Agent)

  Searches past conversations, internal documents, connected systems, and codebases to gather context, then drafts replies for human review.
• Automated resolution workflows (Frontline Agent)

  Executes multi-step procedures defined as Skills, such as pulling invoices from NetSuite or processing refunds in Stripe, across supported channels.
• Cross-team collaboration tools

  Supports @mentions within tickets, links requests to Jira or Linear, and enables issue discussion directly through Slack.
• Automated help center updates

  Reviews resolved tickets to identify missing documentation and generates new help articles from proven resolutions.
• Support analytics

  Identifies recurring issues, flags teammates who need coaching, and highlights at-risk customers using data from tickets, calls, usage, and CRM systems.

What are the use cases of Hiver?

• Freight logistics coordination

  Ocean freight teams track conversation status and resolve customer emails faster by centralizing requests and automating follow-ups.
• High-volume chat support

  Small teams manage large weekly chat volumes by routing requests through shared queues and collaborative workflows.
• Product request escalation

  Customer success teams open incoming email requests, fill in details inside Hiver, and automatically generate linked Jira tickets.

How to use Hiver?

1. Install the browser extension

   Add the Hiver Chrome extension to Gmail from the Chrome Web Store.
2. Grant permissions

   Log in to the extension to authorize access to your Gmail account.
3. Select a product

   Choose Hiver Omni for a dedicated web platform or Hiver in Gmail to manage shared inboxes directly from Gmail.

Hiver Pricing Information:

• Free trial

  7-day trial with no credit card required; available for both Hiver Omni and Hiver in Gmail.