Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Cat avg: 8.8
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9.1
Ticket response
Agents can easily follow up with customers.
Cat avg: 8.8
Worst Performing Features
External knowledge base
Customers can self-service by searching through help articles.
Cat avg: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Cat avg: 8.1
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Cat avg: 8.2
Hiver Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
9.0+8%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
8-1%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
8.5+2%
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Hiver Features from the Vendor
Incident and problem management
Vendor-reviewedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Ticket creation and submission
Users and agents can easily enter new support requests.
Ticket response
Agents can easily follow up with customers.
Automated responses
Common requests can automatically trigger a standard response.
SLA management
Service level agreement management allows agents to view and adhere to the terms of a customer's support package.
Self Help Community
Vendor-reviewedExternal knowledge base
Customers can self-service by searching through help articles.
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Vendor-reviewedCustomer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Live help chat
Live chat allows customers to get help via instant messaging within a software product or on a company website.
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Additional Features
Vendor-contributedShared Mailboxes
Shared Labels
Collision Alerts
Email Notes
Auto Response
Email Templates
Shared Drafts
Send Later
Analytics, Automations, and Integrations