Hiver is a helpdesk built natively for Gmail, turning shared inboxes like support@, info@, and billing@ into a fast, collaborative workspace your team already knows.

 

Instead of bouncing between tools, agents work directly in Gmail to assign emails, leave private notes, @mention teammates, and track ownership—so every conversation has a clear driver and nothing slips through the cracks.

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Hiver adds the operational guardrails teams need to scale support without adding complexity. Collision detection prevents duplicate replies, while SLA targets, due times, and reminders keep responses on track. Rules, round-robin assignment, and workflow automations route messages to the right people, apply tags, and trigger follow-ups—reducing manual triage and speeding first response.

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Quality and visibility are built in. Custom fields, tags, and statuses make it easy to categorize conversations; dashboards and real-time analytics surface volume, backlog, response/resolution times, and agent performance.

 

CSAT surveys help you measure customer happiness and spot improvement opportunities. Shared templates and knowledge snippets keep answers consistent across the team, and audit trails preserve context for reviews and compliance.