Freshdesk by Freshworks vs Hiver
Freshdesk by Freshworks and Hiver are both powerful helpdesks, but they feel completely different. Freshdesk by Freshworks is a full-blown, AI-powered customer service platform. Hiver is a lightweight, inbox-native tool that turns your Gmail into a helpdesk. Your choice depends on whether you want a standalone powerhouse or inbox simplicity.
Powerful AI helpdesk, support needs polish.
We find Freshdesk a strong contender for teams needing scalable, AI-enhanced customer service. Its unified workspace and automation features genuinely improve efficiency, though our experience shows the platform's value can be tempered by support and pricing considerations. Overall, it’s a capable tool for growing businesses that should be vetted carefully against specific needs.
Avantages
- Intuitive, user-friendly interface that simplifies agent onboarding.
- Effective AI automation for routine tasks, freeing up agent time.
- Omnichannel support unifies email, chat, social, and more.
- Scalable pricing with a free tier for small teams.
Inconvénients
- Customer support from Freshworks can be slow or inconsistent.
- Advanced features and add-ons can become costly.
- May lack deep customization for niche legacy systems.
- Pricing transparency could improve, with some reporting hidden costs.
Boîte de réception partagée simple, abonnement complexe.
Nous avons trouvé la promesse de Hiver de transformer Gmail en un centre d'aide transparent très attrayante et efficace pour la collaboration d'équipe. Cependant, nous devons signaler des rapports d'utilisateurs importants et récurrents concernant des politiques d'annulation agressives et une faible valeur perçue par rapport au prix. Dans l'ensemble, Hiver fournit des fonctionnalités solides de service client dans une interface familière, mais les pratiques commerciales associées nuisent fortement à l'expérience utilisateur.
Avantages
- S'intègre parfaitement à Gmail, offrant une interface utilisateur familière.
- Déploiement rapide et grande facilité d'utilisation (commencez rapidement en moins de 5 minutes).
- Plan Free robuste disponible qui prend en charge un nombre illimité d'utilisateurs.
- Les outils de collaboration (Brouillons Partagés, Notes internes) éliminent le transfert d'e-mails confus.
Inconvénients
- Plaintes répétées et fortes concernant le prix élevé ou le surcoût.
- Plaintes sévères concernant l'extrême difficulté ou l'impossibilité d'annuler les abonnements.
- Les modules d'analyse ont été jugés très limités et manquant de clarté par le passé.
- Des rapports antérieurs indiquent des logiciels bogués et des problèmes de synchronisation incohérents.
À propos deFreshdesk by Freshworks
✨ Freshdesk is a comprehensive customer service platform designed to unify and simplify support. It's built for businesses that need to manage customer interactions across multiple channels in one place. The system uses AI to automate responses and assist human agents, aiming for faster resolutions and happier customers.
À propos deHiver
Hiver est une plateforme de service client innovante, axée sur l'IA. Elle transforme votre boîte de réception d'e-mails existante en un système de billetterie complet et puissant. Cela signifie que vous savez déjà comment l'utiliser, permettant aux équipes de commencer rapidement, souvent en moins de cinq minutes. Hiver est conçu pour toutes les équipes — du service client à la finance en passant par les RH et l'informatique — qui doivent gérer la communication via des canaux comme l'e-mail, le chat en direct, WhatsApp et le téléphone, le tout au même endroit. 💡
Points forts
Comparaison des fonctionnalités
Aperçu des fonctionnalités
Nous mettons en évidence les principales différences et désignons un gagnant pour chaque fonctionnalité.
User Interface
Freshdesk is a feature-rich dashboard. Hiver lives right inside your inbox.
Freshdesk by Freshworks offers a comprehensive, unified workspace. It's designed to centralize all customer interactions in one powerful dashboard. The interface is intuitive but has a moderate learning curve due to its depth of features. Hiver's core advantage is its interface: it's Gmail itself. Teams get started in minutes because they're already experts at using their email. This eliminates the 'tool adoption' problem entirely. The key trade-off is power vs. familiarity. Freshdesk by Freshworks provides a dedicated command center for support operations. Hiver provides zero friction for teams who want to avoid switching apps.
AI & Automation
Freshdesk has powerful, built-in AI. Hiver's AI is a paid add-on.
Freshdesk by Freshworks includes the Freddy AI suite natively. This features AI Agents for 24/7 automated resolutions and an AI Copilot for real-time agent assistance. Pro and Enterprise plans include 500 free AI sessions to start. Hiver positions itself as AI-first, but the core AI functionality costs an extra $20 per user per month. This add-on lets you train AI on your data in under 15 minutes to automate responses and resolution. Freshdesk by Freshworks makes AI a standard part of the platform for scaling teams. Hiver offers a unique, trainable AI, but it's an optional, premium investment for automation-focused teams.
Collaboration
Hiver's inbox collaboration is elite. Freshdesk offers solid internal tools.
Freshdesk by Freshworks provides internal notes and ticket assignment to keep teams aligned. Agents can collaborate within the ticket to solve complex issues without losing context. Hiver excels here with its Shared Drafts, @mentions, and internal Notes. These tools are built to replace messy email forwarding and CC chains, enabling seamless teamwork directly on the customer reply. Hiver's collaboration feels more natural for email-native workflows. Freshdesk by Freshworks offers more formal, ticket-based collaboration suitable for structured support teams.
Reporting
Freshdesk delivers proactive, AI-driven insights. Hiver offers standard analytics.
Freshdesk by Freshworks features Freddy AI Insights. It provides proactive visibility into trends and lets leaders ask questions for instant, actionable analytics on team performance and customer sentiment. Hiver's reporting ranges from basic conversation analytics in the Lite plan to team performance metrics and custom reports in Growth and Pro plans. It provides solid operational metrics like resolution times and SLA success. Freshdesk by Freshworks helps you predict and spot issues. Hiver helps you measure and report on what has already happened. The choice is between proactive intelligence and operational clarity.
Setup Speed
Hiver wins for instant setup. Freshdesk requires more configuration.
Hiver is legendary for its speed. Most teams are fully operational in under 5 minutes because it simply extends the tools they already know and love inside their email client. Freshdesk by Freshworks requires connecting channels, setting up workflows, and training the team on a new interface. While the setup is straightforward, it's a more involved process than installing a browser extension. If your priority is time-to-value, Hiver is the clear choice. Freshdesk by Freshworks trades instant setup for a more comprehensive, dedicated support environment.
Pricing & Value
Freshdesk has a free tier and clear scaling. Hiver's costs can escalate quickly.
Freshdesk by Freshworks offers a free plan for small teams and paid plans from $19-$89 per agent per month. The model is transparent, scaling predictably with team growth and feature needs. Hiver has a robust free plan with unlimited users. Paid plans start at $19 per user, but the advanced AI add-on is a separate $20 per user cost. User reviews frequently cite concerns about high overall costs. For budget-conscious scaling, Freshdesk by Freshworks may offer more predictable value. Hiver's value depends heavily on whether you need and pay for the powerful AI add-on.
Mobile Experience
Freshdesk has a dedicated app. Hiver relies on mobile web.
Freshdesk by Freshworks offers a dedicated mobile application for iOS and Android. This allows agents to manage tickets, collaborate, and respond from anywhere with a native experience. Hiver does not have a dedicated mobile app. Its functionality is accessed through the mobile web browser, which can be less optimized for quick, on-the-go ticket management compared to a native app. For teams with agents who are frequently mobile, Freshdesk by Freshworks provides a more reliable and efficient mobile toolset. Hiver's mobile experience is functional but not a primary feature.
Scalability
Freshdesk is built for large-scale operations. Hiver is ideal for small to mid-sized teams.
Freshdesk by Freshworks is designed to scale with businesses from startup to enterprise. Its advanced automation, skill-based routing, and extensive features support complex, high-volume operations. Hiver scales well for teams up to a certain point, especially those centered around email communication. Its Elite plan serves larger organizations, but its core strength is in simplifying collaboration for smaller teams. For pure scale and complexity, Freshdesk by Freshworks is the more robust platform. Hiver excels at keeping collaborative support lean and efficient as teams grow.
Freshdesk by Freshworks pricing: Freshdesk by Freshworks offers a free tier for small teams and paid plans ranging from $19 to $89 per agent per month when billed annually. Pricing depends on your specific needs for automation, advanced reporting, and enterprise-grade security features like audit logs and skill-based routing.
You'll also find usage-based AI add-ons for businesses ready to automate their support queue with Freddy AI agents and copilots. Customization and scalability are built into every tier to ensure your support desk grows with you smoothly over time.
Flexible monthly and annual billing cycles allow you to transition easily as your team expands or your requirements evolve beyond the basic features. All paid plans include a free trial period to test those advanced tools in your real-world environment before committing to a purchase.
Hiver coûte entre 0 $ et 49 $ par utilisateur et par mois (facturé annuellement) avec cinq plans : GRATUIT à 0 $, LITE à 19 $, GROWTH à 29 $, PRO à 49 $, et ELITE (Nous contacter).
Explorons quel plan est le plus adapté aux besoins uniques de votre équipe.
GRATUIT
Prix : 0 $ (Gratuit pour toujours) Sites pris en charge : Non explicitement indiqué Idéal pour : Les équipes souhaitant des capacités de triage de base pour la communication multicanale. Politique de remboursement : Non explicitement indiquée Autres fonctionnalités : Boîtes de réception partagées multicanales, Billetterie, Chat en direct/WhatsApp/Vocal, Base de connaissances, Collaboration d'équipe, Intégration Slack, Assistance par e-mail et chat en direct 24/7.
- Boîtes de réception partagées multicanales
- Billetterie
- Chat en direct, WhatsApp et voix
- Base de connaissances
- Collaboration d'équipe
- Portail client
- Automatisation des flux de travail
- Affectation automatique en round-robin
- Accords de niveau de service (SLA)
- Champs personnalisés
- Analyse des performances de l'équipe
- Rapports personnalisés
- Intégrations avancées (ex. Zapier)
- Chatbots
- Sondage CSAT
- Heures d'ouverture
- Analyses avancées
- Exportations de données planifiées
Pricing Notes
- Freshdesk by Freshworks offers a free plan for up to 2 agents for 6 months. Hiver offers a free plan with unlimited users.
- Freshdesk by Freshworks includes a 14-day free trial with Enterprise plan features. Hiver offers a 7-day trial of its Elite plan features.
- Hiver's most powerful AI features require a separate $20/user/month add-on. Freshdesk by Freshworks includes its core AI suite in paid plans.
- User reviews for Hiver often cite concerns about high pricing and difficult cancellation processes.
- Freshdesk by Freshworks has a transparent, per-agent pricing model that scales with feature tiers.
Pricing Head-to-Head
Avis des utilisateurs
On Trustpilot, users consistently praise Freshdesk for its intuitive interface and ease of use, highlighting how quickly teams can get started with minimal training. The AI-powered automation and unified workspace receive positive remarks for boosting agent efficiency and simplifying omnichannel support.
However, recurring concerns focus on customer support responsiveness from Freshworks itself, with some users reporting slow or unhelpful replies. Pricing and value also draw mixed feedback; while some appreciate the feature-rich plans, others find add-ons and scaling costs become steep.
Freshdesk is incredibly intuitive. Our team was up and running in hours, and the AI suggestions help us resolve tickets much faster. It's a game-changer for our workflow.
Les commentaires externes montrent une expérience utilisateur très polarisée, entraînant un faible score de satisfaction globale. Alors que certains utilisateurs apprécient la fonction principale de Hiver en tant que « solution d'aide la plus simple dans l'e-mail », offrant une expérience de support sans friction directement dans Gmail, les plaintes critiques se concentrent fortement sur les prix et les pratiques commerciales.
Plusieurs avis récents allèguent que le service est trop cher et déconseillent fortement son utilisation en raison des difficultés extrêmes à annuler les abonnements ou les comptes existants. Ces problèmes administratifs récurrents suggèrent un manque important de concentration sur la fidélisation de la clientèle et le respect de l'autonomie de l'utilisateur.
Hiver offre la solution de service client la plus simple que nous ayons trouvée qui fonctionne directement dans l'interface e-mail. Cela a rendu le processus d'intégration incroyablement rapide pour notre équipe. Nous apprécions la simplicité d'utilisation quotidienne du système.
Notre verdict
Freshdesk by Freshworks and Hiver solve the same problem—better customer support—from very different angles. It's not a simple 'which is better' answer, but a 'which is better for you' decision. Freshdesk by Freshworks's superpower is its comprehensive, AI-powered platform. It's built to unify every support channel and automate resolutions at scale. Its advanced analytics and deep workflow tools give leaders true command over support operations. Hiver's superpower is its magical simplicity. It turns the inbox your team already knows into a collaborative helpdesk. The speed of deployment and the elimination of context switching can be a massive productivity boost. The deciding factor is your team's workflow. If you need a dedicated, scalable command center for omnichannel support, Freshdesk by Freshworks is your tool. If your team thrives in email and you want minimal friction, Hiver is a game-changer. For most growing businesses needing powerful automation and a single source of truth, Freshdesk by Freshworks is the stronger investment. For teams prioritizing speed and Gmail-native collaboration, Hiver delivers unmatched simplicity. Try the free trials—your team will know the feel within minutes.
Questions fréquemment posées
Is Hiver really easier to set up than Freshdesk by Freshworks?
Yes, significantly. Hiver's setup often takes under 5 minutes because it works directly inside Gmail. Freshdesk by Freshworks requires configuring a new, standalone platform, which takes more time.
Which is cheaper for a team of 10 agents?
Freshdesk by Freshworks starts at $19/agent ($190/month). Hiver starts at $19/user ($190/month), but costs more if you add the AI feature ($20/user). Check the current trial offers.
Does Hiver have AI features like Freshdesk by Freshworks?
Hiver offers a powerful AI add-on for $20/user/month. Freshdesk by Freshworks includes core AI features like Freddy Copilot in its paid plans, which may be more cost-effective for full automation.
Which tool is better for a large support team (50+ agents)?
Freshdesk by Freshworks is generally better for large-scale operations. It offers advanced routing, security features, and an architecture designed for high-volume, complex support environments.
Why do some Hiver users complain about cancellation?
Recent user reviews on Trustpilot mention extreme difficulty in cancelling Hiver subscriptions. Freshdesk by Freshworks reviews are less critical in this area, focusing more on feature costs.
Can I manage social media support with Hiver?
Hiver's core strength is email, chat, and WhatsApp. For comprehensive social media integration (like Twitter or Facebook), Freshdesk by Freshworks's omnichannel platform is more robust.
Prêt à choisir ?
Chaque outil a ses forces. Choisissez selon vos besoins.