The omnichannel customer service
platform built for the agentic era
Tackle complex support across channels with AI, cross-team collaboration, ticketing, and workflows.
Trusted by 10,000+ teams
One workspace where your team and AI work together on requests.
Unify email, chat, Slack, voice, and all your channels in one place. Your team and AI Agents works from one queue. Your customers stay where they already are.
Pull in teammates with internal notes, handle Slack conversations right within Hiver and create linked tasks across tools like Jira or Linear to keep work in sync.
Connect Salesforce, Shopify, NetSuite, and 1,000+ tools with Hiver. Context from your systems surface right inside the ticket and AI uses it to respond to support requests.
Set rules for routing, triage, SLA alerts, and cross-tool updates. AI Agents take over manual steps like fetching CRM data and replying.
Resolve complex multi-step requests with AI Agents.
AI Agents execute complex multi-step actions. For a refund, it follows up with the customer for missing details, pulls invoice from NetSuite, checks policy, and posts the refund in Stripe.
AI Agents take action across every system your team relies on. They plug into your data warehouses, CRMs, Shopify, Jira, Google Sheets, and the legacy admin tools that don't have APIs at all.
AI Agents learn from your institutional knowledge wherever it lives: past tickets, Slack, Confluence, Notion, Sheets, PDFs, URLs.
Investigate, find answers, and draft replies with Copilot.
Copilot works alongside your team. It pulls context from tickets, docs, and tools to surface answers, draft responses, and suggest next steps.
Build your help center with AI, and never update it again.
AI builds your help center from existing docs and past tickets, then keeps it current by turning resolved tickets into help articles.
Surface insights and monitor customer health
AI Insights
AI categorizes every conversation, regardless of your tagging taxonomy, into topics and subtopics that reveal what’s driving your support volume.
Customer Intelligence
See customer health and sentiment in one view, pulled from your tickets, CRM, customer calls, and product usage. Get alerted the moment health deteriorates or sentiment shifts.
AI QA
AI QA grades every response against the quality standards you set, coaching agents in real time and surfacing where the team needs to improve.
Surface insights, ensure quality and monitor customer health
AI Insights
AI categorizes every conversation, regardless of your tagging taxonomy, into topics and subtopics that reveal what’s driving your support volume.
Customer Intelligence
See customer health and sentiment in one view, pulled from your tickets, CRM, customer calls, and product usage. Get alerted the moment health deteriorates or sentiment shifts.
AI QA
AI QA grades every response against the quality standards you set, coaching agents in real time and surfacing where the team needs to improve.
You shouldn't have to trust AI blindly. Now you don’t.
Guardrails
Decide when AI steps in, when it should hand off and set the bar for what needs human review.
Observability
See every conversation AI works through and every action it takes across your systems.
Feedback loop
AI gets sharper with every conversation, every resolution, and every human reply.
Hear from 10,000+ teams on Hiver
that are winning in the age of AI
“With Hiver, we have much better visibility across support conversations. Trying to achieve this level of collaboration without it would be impossible.”
Nathan Strang
Ocean Freight Operations Manager
50% faster resolution
“Hiver’s Asana integration turned collaboration into a connected process. It lets our teams track progress and close the loop on complex projects.”
James Ribera
30% faster responses
“Zendesk never fit our team’s needs. We needed a system built for relationships. Every improvement we made with Hiver strengthened how our team operates.”
Wes Gibson
Revenue Operations Manager
“Hiver has completely transformed our workflow. The ability to collaborate and track progress across conversations in real-time has made our team far more efficient.”
Jill Tarnoff
Sr. AP Specialist at Ping Identity
“When a product request comes in via email, we open it up, and fill in the details right inside Hiver. The Jira ticket gets created automatically.”
Taylor Garceau
Program Manager, Customer Success
97% CSAT score
“We looked at Zendesk — the problem was their lack of support. They weren’t responsive. We found Hiver’s support to be responsive and genuinely proactive”
John Torres
Director of Customer Communication
“With Hiver, we have much better visibility across support conversations. Trying to achieve this level of collaboration without it would be impossible.”
Nathan Strang
Ocean Freight Operations Manager
50% faster resolution
“Hiver’s Asana integration turned collaboration into a connected process. It lets our teams track progress and close the loop on complex projects.”
James Ribera
30% faster responses
“Zendesk never fit our team’s needs. We needed a system built for relationships. Every improvement we made with Hiver strengthened how our team operates.”
Wes Gibson
Revenue Operations Manager
“Hiver has completely transformed our workflow. The ability to collaborate and track progress across conversations in real-time has made our team far more efficient.”
Jill Tarnoff
Sr. AP Specialist at Ping Identity
“When a product request comes in via email, we open it up, and fill in the details right inside Hiver. The Jira ticket gets created automatically.”
Taylor Garceau
Program Manager, Customer Success
97% CSAT score
“We looked at Zendesk — the problem was their lack of support. They weren’t responsive. We found Hiver’s support to be responsive and genuinely proactive”
John Torres
Director of Customer Communication
“Zendesk never fit our team’s needs. We needed a system built for relationships, not requests. Every improvement we made with Hiver strengthened how our team operates.”
Run support your way. Pick Hiver Omni
or Hiver in Gmail.
Hiver Omni
Deliver omnichannel support with AI, cross-team
collaboration, and workflows that handle the
complexity your team deals with every day.
Hiver in Gmail
Transform Gmail into a helpdesk. Manage shared
inboxes, handle complex requests, and respond faster
with AI, all without having to leave your inbox.
The company you can trust
Enterprise-grade AI infrastructure with built-in,
security, privacy, and compliance.
Frequently Asked
Questions
What is Hiver?
Hiver is the agentic omnichannel customer service platform built for teams to manage complex support with AI, cross-team collaboration, workflows, and ticketing. Hiver comes in two products: Hiver Omni is a dedicated omnichannel platform, and Hiver in Gmail runs inside your inbox.
Most platforms leave the work to your team. One ticket, one task, one resolution at a time. That is the paradigm Hiver changes. Your team now directs AI Agents to investigate, triage, update tools, and resolve tickets.
From the moment a request comes in, AI Agents understand intent, run multi-step procedures, and resolve even the edge cases. For the ones that need judgment, AI Agents do the groundwork alongside your team: pulling similar issues, drafting replies, taking actions as directed, and suggesting next steps. Hiver develops a living understanding of every customer account across conversations and touchpoints. Patterns that once disappeared inside thousands of tickets become visible: recurring problems, gaps in service quality, emerging risks, and changes in customer health.
AI Agents learn your policy, tone, and edge cases from the tickets your team resolves. Every correction on a draft goes back into the next one, and missing knowledge is written back into your help center, so it stays current without manual upkeep. The fiftieth request is handled better than the fifth.
This is agentic support, where customer work gets rewired: your team brings the judgment, AI Agents do the heavy lifting, and complexity stops setting the pace.
Additionally, Hiver stands out for its intuitive interface and ease of configuration. It is designed to feel remarkably simple from day one. Teams can build AI Agents, create routing and triage workflows, configure ticket fields, and define SLAs using natural language. Most teams are up and running in minutes, without IT or outside consultants. Hiver is built for businesses of all sizes, from startups to enterprises, across teams like Support, Success, Finance, and HR, enabling them to manage support seamlessly.
More than 10,000 teams, including Flexport, Gusto, Ping Identity, and Epic Games, trust Hiver to deliver support that wins customers for life.
Why did we build Hiver?
Every customer support platform today will tell you it has AI. And most of them actually do. But most “AI platforms” do the trivial 20%. They deflect the simple cases, drop a decision tree on your team, and call it done. Your team still does the other 80%: the complicated, messy work that actually matters.
The long tail of hard, rare, cross-system customer support interactions is where most of the manual work lives. Automating the easy parts of support is not enough. The goal has to be to reach the messy long tail: the workflows that involved too many steps, served too few customers, or cost too much to justify automating before.
We built Hiver because AI for support needs to solve the hard problems.
Who uses Hiver?
Hiver is used by teams in industries where fast, coordinated communication shapes the customer experience. This includes IT services, software development, logistics, healthcare, finance, education, consumer goods, hospitality, real estate, and professional services.
Inside these organizations, customer service teams, operations leaders, support managers, finance teams, and IT depend on Hiver to stay organized and move quickly. They use it to reduce missed messages, improve response times, and automate routine work without dealing with the complexity of a legacy helpdesk.
More than 10,000 organizations, including Gusto, Amplitude, Ping Identity, Flexport, and Upwork, use Hiver to deliver stellar support in the age of AI.
How is Hiver different from Zendesk or Freshdesk?
Zendesk and Freshdesk weren’t built for the AI era. Most of the AI capabilities these platforms offer work for simple support and FAQ deflection. Anything complex falls back to your team.
Hiver was built with agentic AI at the center, not bolted on through acquisitions but embedded in how teams work. It resolves complex requests end to end, and hands off to a human with full context when one is needed. It assists your team, ensures quality, surfaces insights, and gets sharper over time as it learns your policies, tone, and edge cases from every resolution your team makes.
Does Hiver only work in Gmail?
No. Hiver works with any email provider. Hiver Omni is a web-based, dedicated omnichannel platform and is completely email-agnostic, so teams on Outlook and other providers can use Hiver too.
Beyond email, teams can also manage omnichannel support across chat, Slack, voice, SMS, and socials with Hiver Omni.
Trusted by 10,000+ teams for complex, high-stakes support
Millions of complex requests resolved till date
484,070,281
