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Zendesk vs Hiver

Zendesk and Hiver both land on Depends.

Hiver

hiverhq.com

Depends
Confidence: Medium

Buy if your support team lives in Gmail and needs shared inboxes with AI and omnichannel features.

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Zendesk versus Hiver
CompareZendeskHiver
VerdictDependsDepends
Best forMid-market and enterprise support teamsGmail-first customer support teams
Who it's not forSmall teams wanting a simple shared inboxSmall teams that only need a simple shared mailbox
PrivacyActive findings: 2024 spoofing CVE, 2025 breaches via support-portal access, and email-bomb abuse . mitigations documented in the Trust Center.⁸No known public vulnerabilities found in the sources reviewed; SOC 2 report, trust center and vulnerability disclosure policy are published.
Support qualityInsufficient direct evidence in sourcesG2 Best Support badge; billing complaints noted
Public sentimentReviews praise ticketing depth and ease of use, but increasingly slam price hikes, hidden fees, and complexity.Reviewers highlight smooth Gmail integration and usability, while common complaints include billing disputes.12
Biggest gotchaHidden add-on fees push real per-agent cost well above the sticker price⁶Billing disputes are a common user complaint . verify renewal and seat-count terms

Pick Zendesk when

  • Mid-market and enterprise support teams
  • Multi-channel ticketing at scale
  • Orgs with dedicated admin resources
  • Teams adopting AI-assisted resolution

When Zendesk is not a fit

  • Small teams wanting a simple shared inbox
  • Startups without budget for admins and add-ons
  • Anyone allergic to annual contracts and hidden fees
  • Teams handling only a handful of tickets daily . a spreadsheet or lightweight inbox wins

Pick Hiver when

  • Gmail-first customer support teams
  • Mid-market omnichannel support
  • Shared-inbox-heavy operations
  • Buyers wanting AI-assisted ticket triage

When Hiver is not a fit

  • Small teams that only need a simple shared mailbox
  • Non-Google Workspace shops wary of vendor lock-in
  • Solo users with one inbox . plain Gmail aliases suffice
  • Buyers needing published prices or a confirmed free tier

Sources

  1. Zendesk Pricing Planszendesk.com
    official
  2. Zendesk Products on G2 (7,142 reviews)g2.com
    review
  3. Zendesk Review . Research.comresearch.com
    review
  4. Zendesk Reviews: The Good, the Bad and the Ugly . Desk365desk365.io
    review
  5. Zendesk Pricing: Full Breakdown + Hidden Costs . HelpCrunchhelpcrunch.com
    review
  6. Zendesk Pricing: Plans & Hidden Add-On Fees . Ringlyringly.io
    review
  7. Zendesk Software Pricing . Vendrvendr.com
    review
  8. CVE-2024-49193 . SentinelOne vulnerability databasesentinelone.com
    security
  9. Discord Zendesk breach . ThreatLockerthreatlocker.com
    security
  10. Email Bombs Exploit Lax Authentication . Krebs on Securitykrebsonsecurity.com
    news
  11. Companies that use Zendesk . Bloomberrybloomberry.com
    review
  12. Hiver Reviews | Trustpilottrustpilot.com
    review
  13. Hiver Reviews | Capterracapterra.com
    review
  14. Hiver in Gmail Reviews | G2g2.com
    review
  15. Hiver on Google Workspace Marketplaceworkspace.google.com
    official
  16. Hiver | LinkedInlinkedin.com
    official