Use Gmail to run Multi-Channel Help Desk

About Hiver

Hiver is a Gmail-based helpdesk tool that helps businesses improve efficiency, transparency, and productivity in their email communication and team collaboration. It allows teams to manage all their customer support channels - email, live chat, chatbot, knowledge base, phone, and WhatsApp - right from within Gmail. This eliminates the need to toggle between multiple applications and the complexities of a traditional ticketing system. Hiver strengthens team collaboration by allowing colleagues to easily work together on business queries. Users can simply @mention a teammate and write them a note, which sits right next to the email thread. This helps eliminate duplicate work and ensures no customer queries are missed. Hiver also provides powerful reporting and analytics capabilities that allow teams to track performance, identify bottlenecks, and make data-driven decisions to improve customer experience. Automations can be set up to streamline repetitive tasks, helping teams save time and effort. Hiver is trusted by over 10,000 teams globally across various industries like customer service, finance, IT, and more. It is designed to be extremely intuitive and easy to set up, allowing teams to get started in less than an hour without having to learn a new interface. Hiver also offers 24/7 support on all plans, unlike most helpdesk tools.

• Shared Inbox

  Turn emails into actionable tasks, give them designated owners, and deliver lightning-fast resolutions.

• Shared Labels

  Categorize your shared inbox or selectively share emails within your team.

• Conversation Followers

  Managers and supervisors can follow email threads of interest to get notified on progress made on customer queries and escalations.

• Conversation ID

  Track all email threads easily using unique Conversation IDs (ticket numbers) mapped to each email conversation.

• Views

  Categorize conversations using Email Views. Use a combination of filters to bucket email conversations and save them for quick access.

• Collaborators

  Collaborate with co-workers from teams outside your shared mailbox, on both internal and external queries.

• Customer Contacts

  Get insightful context on conversations with customers and employees. Leverage this to understand them better and craft personalized responses.

• Email Templates

  Create and save canned responses as email templates with rich media attachments. Share them with your team to provide faster, more consistent responses.

• Shared Drafts

  Collaborate on email responses in real time by sharing drafts with the team to figure out the best responses for your customers.

• Notes and @mentions

  Collaborate within your team seamlessly, without Ccs and forwards. Use @mention to tag a colleague and write a note.

• Approvals

  Ensure faster approvals on requests from customers, vendors, or employees from the comfort of Gmail. Simplify approval workflows.

• Permalinks

  Share emails with your teammates or other departments through private and public permalinks. Control accessibility with just a few clicks.

• Collision Alerts

  Help teams avoid mistakes like email duplication with real-time collision alerts. Ensure no two team members work on the same query.

• Email Tags

  Categorize business communication based on type or priority using Email Tags, for faster access.

• Workload Distribution

  Manage, optimize, and visualize your team's workload effortlessly and improve overall team productivity.

• Android / iOS apps

  Enable field agents to solve customer issues on-the-go with Hiver's iOS and Android mobile apps. Stay productive on the road.