AI Helpdesk Software
Hiver
Gmail focused shared inbox helpdesk platform
- SF Score
- 8.1/10
- Pricing
- From $19/mo
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2 of 4 tools selected
AI Helpdesk Software
Freshdesk
Customer support helpdesk with Freddy AI
- SF Score
- 8.7/10
- Pricing
- Free · Paid
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Compare features, strengths, trade-offs, and best-fit use cases.
Comparing
Where each one leads
Read straight from the published figures below — not a ranking, and not a recommendation.
Lowest starting price
FreshdeskFree to start
2 of 2 have a published entry price
Highest SF Score
Freshdesk8.7/10
2 of 2 are scored
Only one with a free plan
FreshdeskFree plan
free-plan status established for all 2
At a glance
The short version
The facts each tool publishes, lined up so you can scan down a column. Anything the catalog does not establish is marked as such rather than counted against the tool.
Hiver
- SF Score
- 8.1 / 10
- Starts at
- $19/mo
- Free plan
- Not offered
- Category
- AI Customer Support Software › AI Helpdesk Software
Freshdesk
- SF Score
- 8.7 / 10
- Starts at
- $15/mo
- Free plan
- Available
- Category
- AI Customer Support Software › AI Helpdesk Software
Key differences
Where these tools actually diverge
The decision dimensions that separate this set, with each tool's own position stated plainly. No winner is declared — fit depends on your workflow.
Positioned for
Hiver
AI Helpdesk Software
Freshdesk
AI Helpdesk Software
Pricing model
Hiver
From $19/mo
Freshdesk
Free · Paid
SoftFinders Score
Hiver
8.1 / 10
Freshdesk
8.7 / 10
Feature comparison
Capability matrix
Grouped by area. Every state carries a word as well as a colour, and anything the catalog has not established stays neutral rather than counting as a missing feature.
4 rows differ 2 identical
| Capability | | |
|---|---|---|
| Overview | ||
| SF Score | 8.1 / 10Value | 8.7 / 10Value |
| Pricing model | PaidValue | FreemiumValue |
| Starts at | $19/moValue | $15/moValue |
| Free plan | No | Yes |
| Category | AI Customer Support Software › AI Helpdesk SoftwareValue | AI Customer Support Software › AI Helpdesk SoftwareValue |
| AI capabilities | ||
| Workflow AutomationAutomation across the customer support ticket workflow | Yes | Yes |
Scroll the matrix sideways to see every column.
Listed by one tool only
12 capabilities are published by a single tool in this set. That does not mean the others lack them — only that the catalog has not established an answer either way.
- Gmail NativeGmail native shared inbox across the workflow
- Shared InboxesShared inboxes across the Gmail support workflow
- Internal CollaborationInternal collaboration across the Gmail inbox workflow
- Team AnalyticsAnalytics across the team performance support program
- AI FeaturesAI features across the agent reply workflow
- SLA and Support AnalyticsMonitors SLA targets, CSAT and response times
- Ticketing SystemOmnichannel ticketing across the support program today
- Self ServiceSelf service portal across customer support workflows
- Free TierFree starting plan across new support teams
- Voice ChannelVoice channel across the omnichannel support program
- Freddy AIFreddy AI features across automated agent productivity
- Freddy AI Email AgentHandles customer email queries through automated conversations
Use cases
What each tool is built for
The workflows each tool publishes for itself. Cards appear only for tools that list use cases.
Hiver
- Run Gmail shared inbox support
- Use AI features across replies
- Run shared inboxes Gmail workflow
- Run internal collaboration across Gmail
- Run workflow automation Gmail support
+3 more on the Hiver profile
Freshdesk
- Run omnichannel customer support program
- Use Freddy AI across agents
- Build self service customer portal
- Start free with Freshdesk today
- Run multichannel support across teams
+4 more on the Freshdesk profile
Pros & cons
Strengths and compromises
Each tool's published strengths and the compromises that come with them, as supplied — not scored or ranked against each other. Longer lists fold; nothing is left out.
Hiver
Pros
- Gmail native shared inbox across the workflow today
- Loved by Google Workspace SMB teams in practice
- Affordable platform relative to standalone helpdesk alternatives
- AI agents support configurable human handoffs
Cons
- Best fit for Gmail and Google Workspace teams
- Limited depth relative to standalone helpdesk competitors today
- Smaller public review base relative to Zendesk competitor
- SLA tracking requires Pro or above
- AI QA and Insights require Elite
- Omnichannel workspace differs from Gmail experience
- Reporting history is limited by subscription tier
- Gmail chat inboxes unavailable to newer customers
Freshdesk
Pros
- Affordable platform with free starting tier today
- Freddy AI features add value across the platform
- Broad channel coverage across email chat voice today
- Customer portal included in paid plans
- Free program available for small support teams
Cons
- AI features are layered, not deeply AI native
- Public reviews note feature depth varies across tiers
- Smaller marketplace ecosystem relative to Zendesk competitor today
- Free program limited to six months
- Freddy AI Copilot costs extra
- Advanced routing requires higher subscription tiers
- Additional AI Agent sessions incur charges
Pricing
What each one costs
Published pricing signals only. Where a tool has not established a price, that is what it says — never a zero and never "free".
Hiver
- Model
- Paid
Paid plans start at $19 per user per month annual
See full pricingFreshdesk
- Model
- Freemium
Free plan available; paid plans start at $15 per agent per month annual
See full pricingNext step
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