SolarWinds Service Desk vs Hiver: Complete Comparison 2026
An in-depth comparison of features, pricing, and user experience to help you make the right choice.
SolarWinds Service Desk
Cloud-based ITSM platform with AI-powered ticketing, asset management, and ITIL-ready processes starting at $39/agent/mo.
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 | SolarWinds Service Desk | Hiver |
|---|---|---|
| Best For | Mid-market IT teams managing 500-5,000 employees | Teams already using Gmail/Google Workspace for email |
| Pricing Model | Subscription | Freemium |
| Starting Price | $39/mo | Free |
| Deployment | cloud | cloud |
| Platforms | WEB | WEB |
| Rating | 7.8/10 | 8.3/10 |
Pros & Cons
SolarWinds Service Desk
Pros
- Clean, modern UI that agents pick up quickly
- AI-powered ticket categorization improves with usage
- CMDB with visual dependency mapping on the Premier plan
- Service catalog provides an employee-facing self-service experience
- Strong asset discovery and software license management
- ITIL-aligned without forcing rigid process adherence
Cons
- Essentials plan at $39/agent/month lacks change management
- Reporting customization requires the Advanced plan or higher
- Fewer third-party integrations than Zendesk or Freshdesk
- SolarWinds brand took a reputation hit after the 2020 security incident
- Mobile experience is limited compared to desktop
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 |
|---|---|---|
| SolarWinds Service Desk | subscription | $39/mo |
| Hiver | freemium | Free0 |
Our Verdict
Choose SolarWinds Service Desk if...
Mid-market IT teams managing 500-5,000 employees
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.