HelpDesk vs. Hiver features and capabilities — how to choose the best tool for your service?
HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
Hiver integrates seamlessly with Gmail and Outlook, making it easy for teams to work together on customer support, sales, and other email-based projects. Their website highlights the benefits of using Hiver, such as reducing response times, improving team accountability, and enhancing customer satisfaction. Overall, Hiver is positioned as a practical tool for teams looking to optimize their email workflows and deliver better customer service.
Let's compare the features offered by both tools.
HelpDesk features
- Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
- Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
- Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
- Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
- Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
- Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.
Hiver features
- Email notes and @Mentions: This feature allows team members to communicate directly within an email thread without cluttering the recipient's inbox. Team members can leave notes and mention each other to discuss email contents or strategize responses, making collaboration seamless and efficient.
- Shared drafts: With Shared Drafts, multiple team members can simultaneously work on a single email response. This feature is handy for crafting responses that require input from various team members, ensuring that all relevant information is included before sending.
- Collision alerts: Collision Alerts prevent multiple team members from simultaneously responding to the same email. When someone begins replying to an email, others are notified, reducing the risk of duplicate responses and ensuring that communication with customers or clients is streamlined.
- Email templates: This feature allows teams to create and store standardized responses for frequently asked questions or common inquiries. Email Templates save time by enabling team members to quickly insert pre-written text, ensuring consistency and speed in communication.
- Analytics: Hiver provides detailed analytics to track team performance, including response time, email resolution time, and workload distribution. These insights help managers identify areas for improvement, optimize workflows, and ensure that the team is performing efficiently.
Want to choose the best? Go with HelpDesk
Helpdesk is powerful support tool that is very easy to get started with and is extremely affordable.
Pricing and plans comparison
HelpDesk pricing and plans
HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/
Hiver pricing and plans
Hiver offers a few different plans to suit your needs better. Read more about them here: https://hiverhq.com/pricing
Integrations comparison: HelpDesk vs. Hiver
HelpDesk integrations
It's possible to integrate HelpDesk with many tools.
- LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
- ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
- WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
- Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
- Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
- Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.
Hiver integrations
- Slack integration: Hiver integrates with Slack, facilitating real-time communication, collaboration, and task assignments between team members directly from within the Slack platform.
- Salesforce integration: Hiver seamlessly integrates with Salesforce, enabling users to access customer information, track interactions, and collaborate with team members to provide better customer support.
- Zapier integration: Hiver integrates with Zapier, allowing users to automate workflows, create custom integrations with other tools, and streamline processes across different platforms.
- Microsoft Teams integration: Hiver's integration with Microsoft Teams enables users to collaborate effectively, assign tasks, share emails, and track progress without leaving the Teams interface.
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Read the guideWhat are the key differences between HelpDesk and Hiver?
If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.
Should I choose HelpDesk or Hiver?
HelpDesk is a traditional ticketing system for customer support that allows businesses to manage and track customer inquiries and issues. It is primarily focused on providing efficient communication between support agents and customers. On the other hand, Hiver is a collaborative email management tool that helps teams work together seamlessly on shared email accounts like info@, support@, sales@, etc. It is designed to optimize team collaboration, streamline communication, and improve email management. Key differences between HelpDesk and Hiver include:
- Focus: HelpDesk manages customer tickets and resolves customer inquiries, while Hiver focuses on team collaboration and email management.
- Communication channels: HelpDesk mainly deals with customer support tickets, while Hiver focuses on email communication.
- Pricing: HelpDesk and Hiver may have different pricing plans based on their features and capabilities.
Choosing the best help desk for your business
When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.
How to Transition Smoothly to a HelpDesk Tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate to HelpDesk
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
