Kayako vs Hiver: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
Kayako
Customer service platform for unified conversations across email, live chat, and social media channels.
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.
Quick Comparison
| Aspect | Kayako | Hiver |
|---|---|---|
| Best For | Companies wanting a unified view of customer interactions across channels | Teams already using Gmail/Google Workspace for email |
| Pricing Model | Free Trial | Freemium |
| Starting Price | $39/mo | Free |
| Deployment | cloud, on premise | cloud |
| Platforms | WEB, IOS, ANDROID | WEB |
| Rating | 7.0/10 | 8.3/10 |
Pros & Cons
Kayako
Pros
- SingleView timeline gives agents complete customer context across channels
- On-premise option rare among modern help desk tools
- Messenger-style live chat with persistent conversations
- Mature product with 25 years of development behind it
- Clean, modern interface after the 2016 redesign
Cons
- Integration ecosystem significantly smaller than Zendesk or Freshdesk
- Reporting feels basic relative to the price point
- Big price jump from Essential ($39) to Scale ($99) with no middle tier
- Company leadership changes have created uncertainty about the roadmap
- No built-in phone/voice channel support
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
Pricing Comparison
| Product | Pricing Model | Starting Price |
|---|---|---|
| Kayako | free trial | $39/mo |
| Hiver | freemium | Free0 |
Our Verdict
Choose Kayako if...
Companies wanting a unified view of customer interactions across channels
Choose Hiver if...
Teams already using Gmail/Google Workspace for email
Still Not Sure?
Explore more alternatives or read in-depth reviews to make your decision.