Help Scout vs Hiver
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Help Scout offers fewer features (45 vs 70) and more integrations (30 vs 14). Both start at $25/mo. Help Scout has 37 unique features while Hiver has 62 unique features, with 8 features in common.
| Help Scout | Hiver | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 45 | 70 |
| AI-Powered Features | 3 | 14 |
| Starting Price | $25/mo | $25/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 30 | 14 |
| Shared Features | 8 | |
| Shared Integrations | 6 | |
| Data Quality | 73% | 95% |
Feature Comparison by Category
AI (3 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| AI Conversation Summary | ||
| AI Sentiment Analysis | ||
| AI-Powered Drafts |
Accessibility (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Browser Extension | ||
| Mobile App |
Administration (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Team Management | ||
| User Profiles & Roles |
Analytics (3 vs 8)
| Feature | Help Scout | Hiver |
|---|---|---|
| Analytics for Conversations | ||
| CSAT & Sentiment Reports | ||
| CSAT Surveys | ||
| Conversation History | ||
| Custom Reports | ||
| Dashboards | ||
| Reporting & Analytics | ||
| Reports | ||
| Reports on Users, Tags & SLA | ||
| Response Time Analytics | ||
| SLA Management |
Apps (0 vs 5)
| Feature | Help Scout | Hiver |
|---|---|---|
| Basic Integrations | ||
| Hiver API | ||
| Integrations | ||
| Premium Integrations | ||
| Slack Integration |
Automation (2 vs 12)
| Feature | Help Scout | Hiver |
|---|---|---|
| Approvals | ||
| Auto-Assignment | ||
| Auto-responders | ||
| Automatic Assignment | ||
| Automation Rules | ||
| Business Hours | ||
| CSAT & SLA-based Workflows | ||
| Chatbots | ||
| Custom Objects | ||
| Individual to Shared Inbox Automation | ||
| Load-balanced Assignment | ||
| Rule-based Automations | ||
| Scheduled Automations | ||
| Skill-based Routing |
CRM (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Custom Fields | ||
| Customer Profiles |
Channels (0 vs 4)
| Feature | Help Scout | Hiver |
|---|---|---|
| Live Chat | ||
| Omnichannel Support | ||
| Voice Support | ||
| WhatsApp Support |
Collaboration (3 vs 7)
| Feature | Help Scout | Hiver |
|---|---|---|
| Collaborators | ||
| Collision Alerts | ||
| Collision Detection | ||
| Conversation Forwarding | ||
| Conversation Notes | ||
| Followers | ||
| Internal Knowledge Base | ||
| Notes & @mentions | ||
| Permalinks | ||
| Shared Drafts |
Communication (3 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Chat Availability Status | ||
| Chat Pre-Chat Forms | ||
| Live Chat |
Compliance (3 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Audit Log | ||
| Chat Transcripts | ||
| GDPR Compliance |
Configuration (1 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Mailbox Settings |
Core (4 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Conversation Threading | ||
| Document Attachment | ||
| Multi-Channel Support | ||
| Shared Inbox |
Customization (1 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Email Signatures |
Development (1 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| API Access |
Feedback (1 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Satisfaction Ratings |
Hiver AI (0 vs 13)
| Feature | Help Scout | Hiver |
|---|---|---|
| AI Agents | ||
| AI Answers | ||
| AI Compose | ||
| AI Copilot | ||
| AI Extract | ||
| AI Insights | ||
| AI QA | ||
| AI Sentiment Analysis | ||
| AI Summarizer | ||
| AI Tagging | ||
| AI Tasks | ||
| AI Thank You Detector | ||
| Ask AI |
Integration (3 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Customer Data Import | ||
| Email Forwarding | ||
| Webhooks |
Knowledge Management (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Knowledge Base | ||
| Public Knowledge Base |
Operations (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Bandwidth Limiting | ||
| SLA Management |
Organization (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Conversation Merge | ||
| Conversation Tags |
Productivity (2 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Canned Actions | ||
| Saved Replies |
Search (1 vs 0)
| Feature | Help Scout | Hiver |
|---|---|---|
| Conversation Search |
Security (2 vs 2)
| Feature | Help Scout | Hiver |
|---|---|---|
| HIPAA Compliance | ||
| OKTA SSO Integration | ||
| SSO Integration | ||
| Two-Factor Authentication |
Self-Service (0 vs 3)
| Feature | Help Scout | Hiver |
|---|---|---|
| Customer Portal | ||
| External Knowledge Base | ||
| Knowledge Base |
Support (0 vs 3)
| Feature | Help Scout | Hiver |
|---|---|---|
| Additional Success Services | ||
| Custom Build Hours | ||
| Onboarding Assistance |
Team Management (0 vs 4)
| Feature | Help Scout | Hiver |
|---|---|---|
| Custom Roles | ||
| Out of Office (OOO) | ||
| Team Management | ||
| Workload Distribution |
Ticketing (0 vs 9)
| Feature | Help Scout | Hiver |
|---|---|---|
| Contacts | ||
| Custom Fields | ||
| Email Templates | ||
| Linked Conversations | ||
| Mobile App | ||
| Shared Inbox | ||
| Tags | ||
| Tickets | ||
| Views |
Unique Features
Only in Help Scout (37)
Browser Extension
User Profiles & Roles
AI Conversation Summary
AI-Powered Drafts
Conversation History
Reporting & Analytics
Response Time Analytics
Auto-Assignment
Automation Rules
Collision Detection
Conversation Forwarding
Conversation Notes
Chat Availability Status
Chat Pre-Chat Forms
Audit Log
Chat Transcripts
GDPR Compliance
Mailbox Settings
Conversation Threading
Document Attachment
+ 17 more unique features
Only in Hiver (62)
Analytics for Conversations
CSAT & Sentiment Reports
CSAT Surveys
Custom Reports
Dashboards
Reports
Reports on Users, Tags & SLA
Basic Integrations
Hiver API
Integrations
Premium Integrations
Slack Integration
Approvals
Auto-responders
Automatic Assignment
Business Hours
Chatbots
CSAT & SLA-based Workflows
Custom Objects
Individual to Shared Inbox Automation
+ 42 more unique features
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