What it is
Hiver is a helpdesk built on top of Gmail and Google Workspace.
What you'd use it for
You would use Hiver if your team already works in Gmail: it turns shared Gmail accounts into a ticketing system with assignment and statuses, unifies channels, and uses AI to handle some inquiry types and draft replies.
Examples of use
A team handles support out of a shared Gmail account but loses track of who is doing what. Hiver turns that inbox into a working ticketing system.
A customer email arrives. Hiver makes it a ticket with an owner and a status, so it does not get lost in the thread.
A particular type of inquiry comes in often. Hiver's AI handles that inquiry type on its own, leaving the rest to agents.
An agent is about to answer a customer. Hiver's AI drafts a reply from past conversations and knowledge-base docs for the agent to review.
A team needs to track SLAs and route work. They manage it inside Gmail through Hiver, without leaving the inbox they already use.
A small team wants more structure but not a new platform to learn. Hiver gives them assignment and statuses inside the Gmail they already know.
How it works
Hiver runs as a browser extension and Workspace app over Gmail. Its AI learns from past conversations and knowledge-base docs; model architecture is not disclosed.
How it compares
Hiver's distinctive trait is that it lives inside Gmail. That makes it the lightest of the suites, close to Help Scout in ambition and well short of the broad platforms.
What others say
No Gartner Magic Quadrant or Forrester Wave position was found. Trade-press coverage describes it as a capable Gmail-integrated helpdesk with limited customisation.