Customer service platform that turns Gmail into a helpdesk, letting teams manage support, sales, and operations emails with automation and collaboration tools
Product Category
Customer Support
Product Subcategory
Helpdesk Assistant
AI Functions
- AI Compose: Drafts emails, adjusts tone, grammar, and length without leaving your inbox
- AI Summarizer: Condenses long email threads into concise summaries for faster response and handoff
- AI Openers: Suggests personalized first-reply options for new incoming queries
- Harvey AI Bot: Auto-closes non-actionable emails like “Thank you” notes, reducing noise
- Smart Template Suggestions: Recommends relevant canned responses based on email context
- AI-Powered Workflow Automation: Triages, assigns ownership, prioritizes via AI-driven rules
Product Core Functions
Hiver transforms Gmail or Outlook shared inboxes into collaborative helpdesks with embedded AI. It enables teams to assign ownership, leave internal notes, track status, set SLAs, detect reply collisions, and automate routine tasks. Hiver supports omnichannel messaging (email, live chat, WhatsApp), knowledge base self-service, and real-time analytics—all without leaving the native email environment.
Key Features
- Shared Inboxes & Assignment: Assign conversations, status tags, internal notes, collision alerts
- Omnichannel Support: Live chat, WhatsApp integration, and knowledge portal
- AI Copilot Suite: Compose, summarize, suggest templates, auto-close trivial emails
- Automations & SLAs: Rule-based routing, reminders, escalations, approval workflows
- Reporting & Analytics: Track response/resolution times, CSAT, team workload
- Collaborative Tools: @mentions, shared drafts, conversation followers
- App Integrations: Connects with 100+ apps (Asana, Jira, Salesforce, Zapier, etc.)
- Security & Compliance: GDPR, HIPAA, SOC2 Type II, ISO 27001, CCPA-compliant
Use Cases
- Small-to-Mid Customer Support Teams – Want helpdesk power inside Gmail/Outlook
- E-commerce Brands – Need fast query resolution across chat and email channels
- Finance/Operations Teams – Handle support@ or billing inquiries collaboratively
- IT and HR Helpdesks – Staff internal support channels using email-based workflows
- Remote or Distributed Teams – Track accountability and SLAs with minimal tool switching
Conclusion
Hiver is an ideal helpdesk solution for teams invested in Gmail or Outlook who want to manage customer support seamlessly within their inbox. With its AI copilot features (drafts, summaries, auto-closure, and template suggestions), workflow automation, and omnichannel support, Hiver empowers teams to boost productivity and maintain SLAs—without needing a standalone ticketing system. While enterprises that require highly customizable automation or deep analytics might look elsewhere, for SMBs prioritizing simplicity, efficiency, and tool consolidation, Hiver offers a smart, AI-augmented upgrade to everyday email support.