osTicket vs Hiver: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
osTicket
Open-source support ticket system with custom forms, auto-routing, and SLA tracking. Free self-hosted or $12/agent/mo cloud.
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 | osTicket | Hiver |
|---|---|---|
| Best For | Organizations with strict data sovereignty requirements | Teams already using Gmail/Google Workspace for email |
| Pricing Model | Open Source | Freemium |
| Starting Price | Free | Free |
| Deployment | cloud, self hosted | cloud |
| Platforms | WEB | WEB |
| Rating | 7.2/10 | 8.3/10 |
Pros & Cons
osTicket
Pros
- Truly free and open-source with no feature restrictions
- Self-hosted option gives complete data ownership and privacy
- Custom forms are flexible enough for complex intake workflows
- Clean PHP codebase that developers can extend and modify
- Low resource requirements — runs on a basic LAMP server
- Active community with plugins for extended functionality
Cons
- No built-in live chat, phone, or social media channels
- UI design is functional but visually outdated
- Self-hosted version requires server management skills
- Reporting and analytics are very basic
- No native mobile app — only responsive web interface
- Lacks automation features that paid competitors offer
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 |
|---|---|---|
| osTicket | open source | Free0 |
| Hiver | freemium | Free0 |
Our Verdict
Choose osTicket if...
Organizations with strict data sovereignty requirements
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.