Hiver vs Zoho Desk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Hiver offers more features (70 vs 44) and fewer integrations (14 vs 28). Both start at $25/mo. Hiver has 64 unique features while Zoho Desk has 38 unique features, with 6 features in common.
| Hiver | Zoho Desk | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 70 | 44 |
| AI-Powered Features | 14 | 7 |
| Starting Price | $25/mo | $25/mo |
| Pricing Tiers | 4 | 4 |
| Integrations | 14 | 28 |
| Shared Features | 6 | |
| Shared Integrations | 8 | |
| Data Quality | 95% | 72% |
Feature Comparison by Category
AI & Automation (0 vs 5)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| AI-Powered Ticket Classification | ||
| Duplicate Detection | ||
| Response Recommendations | ||
| Sentiment Analysis | ||
| Zia AI Assistant |
Accessibility (0 vs 2)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Mobile App | ||
| Multi-language Support |
Analytics (8 vs 6)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Advanced Reporting | ||
| Agent Performance Analytics | ||
| Analytics for Conversations | ||
| CSAT & Sentiment Reports | ||
| CSAT Surveys | ||
| Custom Reports | ||
| Customer Satisfaction Surveys | ||
| Dashboards | ||
| Real-time Dashboards | ||
| Reports | ||
| Reports on Users, Tags & SLA | ||
| SLA Management | ||
| Satisfaction Metrics | ||
| Time Tracking |
Apps (5 vs 0)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Basic Integrations | ||
| Hiver API | ||
| Integrations | ||
| Premium Integrations | ||
| Slack Integration |
Automation (12 vs 3)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Approvals | ||
| 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 | ||
| Smart Assignment Rules | ||
| Workflow Builder |
CRM (0 vs 3)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Contact Management | ||
| Customer Context | ||
| Customer Journey Timeline |
Channels (4 vs 0)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Live Chat | ||
| Omnichannel Support | ||
| Voice Support | ||
| WhatsApp Support |
Collaboration (7 vs 4)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Agent Collision Detection | ||
| Collaborators | ||
| Collision Alerts | ||
| Email Collaboration | ||
| Followers | ||
| Internal Knowledge Base | ||
| Internal Notes | ||
| Notes & @mentions | ||
| Permalinks | ||
| Shared Drafts | ||
| Team Collaboration |
Communication (0 vs 4)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Live Chat | ||
| Phone Support Integration | ||
| Shared Inboxes | ||
| Social Media Integration |
Customization (0 vs 1)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Custom Fields |
Hiver AI (13 vs 0)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| 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 (0 vs 2)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| API Access | ||
| Webhooks |
Management (0 vs 3)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Business Hours Configuration | ||
| Resource Scheduling | ||
| SLA Management |
Productivity (0 vs 2)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Canned Responses | ||
| Ticket Templates |
Security (2 vs 3)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Audit Logs | ||
| Data Encryption | ||
| HIPAA Compliance | ||
| OKTA SSO Integration | ||
| Role-Based Access Control |
Self-Service (3 vs 2)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Customer Portal | ||
| External Knowledge Base | ||
| Knowledge Base |
Support (3 vs 0)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Additional Success Services | ||
| Custom Build Hours | ||
| Onboarding Assistance |
Team Management (4 vs 0)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Custom Roles | ||
| Out of Office (OOO) | ||
| Team Management | ||
| Workload Distribution |
Ticketing (9 vs 3)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Contacts | ||
| Custom Fields | ||
| Email Templates | ||
| Linked Conversations | ||
| Mobile App | ||
| Multi-channel Support | ||
| Priority Management | ||
| Shared Inbox | ||
| Tags | ||
| Ticket Management | ||
| Tickets | ||
| Views |
Transparency (0 vs 1)
| Feature | Hiver | Zoho Desk |
|---|---|---|
| Activity Stream |
Unique Features
Only in Hiver (64)
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
+ 44 more unique features
Only in Zoho Desk (38)
Multi-language Support
AI-Powered Ticket Classification
Duplicate Detection
Response Recommendations
Sentiment Analysis
Zia AI Assistant
Advanced Reporting
Agent Performance Analytics
Customer Satisfaction Surveys
Real-time Dashboards
Satisfaction Metrics
Time Tracking
Automation Rules
Smart Assignment Rules
Workflow Builder
Agent Collision Detection
Email Collaboration
Internal Notes
Team Collaboration
Phone Support Integration
+ 18 more unique features
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