Hiver vs Freshservice: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
Hiver
8.3(1,890 reviews)
Gmail-based help desk that turns your inbox into a shared workspace with ticketing, SLAs, and automation. Free for up to 10 users.
Freshservice
4.6(2,156 reviews)
ITSM platform with asset management, change control, and AI-powered incident resolution for IT teams.
Quick Comparison
| Aspect | Hiver | Freshservice |
|---|---|---|
| Best For | Teams already using Gmail/Google Workspace for email | IT departments moving away from ServiceNow complexity |
| Pricing Model | Freemium | Subscription |
| Starting Price | Free | $19/mo |
| Deployment | cloud | cloud |
| Platforms | WEB | WEB, IOS, ANDROID |
| Rating | 8.3/10 | 4.6/10 |
Pros & Cons
Hiver
Pros
- Zero learning curve if your team already uses Gmail
- Free plan genuinely useful for up to 10 users — not a crippled trial
- Collision detection stops agents from duplicating replies
- Internal notes and email assignments feel native to Gmail
- Live chat feeds into the same Gmail workflow, keeping everything unified
- SLA and automation features rival standalone help desks
Cons
- Only works with Gmail — if you use Outlook or another client, forget it
- No standalone web app — you depend entirely on the Gmail extension
- Live chat features are basic compared to dedicated tools like Intercom
- Limited customization since everything runs within Gmail constraints
- Advanced automation and AI features are locked behind the $49/user Elite plan
Freshservice
Pros
- Comprehensive ITSM without ServiceNow complexity
- Built-in CMDB and asset management from the start
- AI-powered incident resolution saves time on routine tickets
- Change management with approval workflows prevents chaos
- Straightforward pricing with no hidden costs
- Rapid implementation compared to enterprise ITSM tools
- Strong knowledge base integration for self-service
Cons
- Less mature customization options than ServiceNow
- Smaller integration ecosystem than leaders
- Mobile app lacks some desktop functionality
- Can't replicate deeply customized ServiceNow deployments
- Reporting requires understanding ITSM concepts
Pricing Comparison
| Product | Pricing Model | Starting Price |
|---|---|---|
| Hiver | freemium | Free0 |
| Freshservice | subscription | $19/mo |
Our Verdict
Choose Hiver if...
Teams already using Gmail/Google Workspace for email
Choose Freshservice if...
IT departments moving away from ServiceNow complexity
Still Not Sure?
Explore more alternatives or read in-depth reviews to make your decision.