# Hiver

**Source:** https://geo.sig.ai/brands/hiver  
**Vertical:** Customer Support  
**Subcategory:** Omnichannel Helpdesk  
**Tier:** Challenger  
**Website:** hiverhq.com  
**Last Updated:** 2026-04-14

## Summary

Pune India Gmail-native customer support helpdesk. $42M raised, turns Gmail into a shared inbox with assignments, SLAs, and analytics for support teams.

## Company Overview

Hiver is a Pune, India-based customer support platform founded in 2011 that has raised $42M in funding to build a helpdesk solution that lives natively inside Gmail and Google Workspace. Unlike platforms that require migrating to a separate support interface, Hiver adds shared inbox, ticket assignment, SLA management, automation, analytics, and collaboration features directly within the Gmail UI that support agents already use daily. This Gmail-native approach eliminates the onboarding barrier of learning a new tool and makes Hiver particularly attractive to teams that are deeply embedded in Google Workspace and want to avoid the disruption of a major software transition.

The platform converts emails in shared Gmail inboxes—such as support@, billing@, or hello@—into managed tickets with assignment, status tracking, and priority flags visible to the whole team. Hiver's automation rules handle ticket routing, SLA alerting, and canned response delivery based on email content and sender attributes. Collision alerts prevent two agents from simultaneously drafting replies to the same conversation, and internal notes allow agents to collaborate on responses without sending internal messages to customers. Hiver's analytics dashboard provides reporting on response times, resolution rates, and team performance for managers monitoring support quality.

Hiver has expanded beyond email to support WhatsApp, live chat, and voice channels, making it a more complete omnichannel helpdesk while retaining its Gmail-first identity. The platform serves a wide range of businesses—SaaS companies, professional services firms, financial advisors, and educational institutions—that run their operations on Google Workspace and need structured support capabilities without a full platform migration. Its combination of familiar UX, rapid deployment, and Google ecosystem alignment has driven strong adoption among SMBs and mid-market teams.

## Frequently Asked Questions

### How does Hiver work with Gmail?
Hiver adds shared inbox, ticket assignment, SLA management, automation, and analytics features directly inside the Gmail interface without requiring a separate support tool.

### Does Hiver support channels beyond email?
Yes. Hiver has expanded to support WhatsApp, live chat, and voice channels while maintaining its Gmail-native identity as the primary interface.

### Who is Hiver's target customer?
Hiver targets SMBs and mid-market companies embedded in Google Workspace that need structured customer support capabilities without migrating to a separate helpdesk platform.

### What is Hiver and how does it differ from traditional helpdesks?
Hiver is a customer support platform built directly inside Gmail, allowing teams to manage shared inboxes and support workflows without leaving their email client. Unlike standalone helpdesks that require agents to learn a new interface, Hiver turns Gmail into a collaborative support tool, reducing the learning curve and adoption friction for teams already comfortable with Gmail.

### What are Hiver's core features for team email management?
Hiver's core features include shared inbox management with email assignment, collision detection (showing when a colleague is already viewing an email), internal notes on emails, shared email templates, SLA tracking, and email tagging and categorization. These features turn a regular Gmail inbox into a structured team support system.

### What channels beyond Gmail does Hiver support?
While Gmail is Hiver's foundation, the platform has expanded to support live chat, voice (phone support), WhatsApp, and email from non-Gmail domains. This makes Hiver a true omnichannel support tool for teams that want to handle multiple communication channels while keeping their core workflow in Gmail.

### What AI capabilities has Hiver added to its platform?
Hiver has introduced AI features including AI-powered email summarization, suggested responses based on conversation context, automated email classification, and sentiment detection. These AI capabilities help agents handle higher volumes of conversations with less manual effort and reduce response times by surfacing relevant information quickly.

### What types of teams and companies use Hiver?
Hiver is used by customer support teams, accounting firms managing client emails, logistics companies tracking orders, and any team that uses Gmail as their primary communication tool and wants to add structured workflow management. The platform is particularly popular with SMBs and mid-market companies in industries where email is the primary customer communication channel.

## Tags

customer-support, crm, saas, b2b, scaleup, asia-pacific, platform, messaging, automation, smb, sales

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*Data from geo.sig.ai Brand Intelligence Database. Updated 2026-04-14.*