Hiver

Hiver is a customer service platform built natively inside Gmail that transforms shared email accounts into fully functional helpdesks without requiring agents to leave their familiar email environment. Founded in 2011, Hiver recognized that many businesses manage customer support through shared Gmail accounts and built a solution that adds helpdesk capabilities directly within the Gmail interface. The platform converts incoming emails into assignable tasks with status tracking, allowing teams to manage support requests, track resolution progress, and ensure nothing falls through the cracks. Hiver's collision detection prevents multiple agents from working on the same email simultaneously, while internal notes allow team members to discuss customer issues without using separate communication tools. The platform includes shared drafts that let team members collaborate on email responses before sending, ensuring consistent and high-quality replies. Hiver offers automation features including round-robin ticket assignment, rule-based routing, auto-tagging, and SLA management that help teams handle growing volumes efficiently. The platform provides analytics dashboards that track key metrics like first response time, resolution time, customer satisfaction (CSAT), and individual agent workload. Hiver supports multi-channel customer communication by integrating email with live chat, knowledge base, WhatsApp, and voice channels, all manageable from within Gmail. The platform's knowledge base feature allows organizations to create a self-service portal where customers can find answers independently. Hiver integrates with popular tools including Slack, Salesforce, Jira, Asana, and QuickBooks. With its Google Workspace-native approach, Hiver eliminates the need for separate helpdesk software while providing enterprise-grade customer service capabilities.