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Hiver vs Kayako — Which One Wins?
A detailed, side-by-side comparison of Hiver and Kayako to help you pick the right tool for your workflow.
TLDR
Quick Verdict
Hiver takes the lead with a 4.4 rating and is best for teams wanting helpdesk features without leaving gmail. Kayako (3.8) is the better pick if you need support teams wanting full customer journey visibility.
Side-by-Side Comparison
| Criteria | Hiver | Kayako |
|---|---|---|
| Rating | ★★★★ 4.4(92) | ★★★★ 3.8(55) |
| Pricing Model | freemium | paid |
| Starter Price | $19/user/mo | $30/agent/mo |
| Free Tier | Yes | No |
| Platforms | Web (Gmail), Chrome Extension | web, ios, android |
| Learning Curve | Easy | medium |
| API Available | Yes | Yes |
| Best For | Teams wanting helpdesk features without leaving Gmail | Support teams wanting full customer journey visibility |
| Verdict | Best Gmail Helpdesk | situational |
Feature Checklist
| Feature | Hiver | Kayako |
|---|---|---|
| Shared Inbox | — | |
| Ticket Assignment | — | |
| SLA Tracking | — | |
| Automation | ||
| Analytics | — | |
| Help desk | — | |
| Live chat | — | |
| Customer journey tracking | — | |
| Multi-channel support | — |
Hiver
Pros
- ✓Works entirely inside Gmail
- ✓Zero learning curve
- ✓Affordable pricing
Cons
- ✕Gmail-only
- ✕Limited features vs full helpdesks
- ✕Not ideal for high-volume support
Kayako
Pros
- ✓Customer journey tracking is excellent
- ✓Unified multi-channel view
- ✓Mature and reliable
Cons
- ✕Expensive for small teams
- ✕UI feels dated
- ✕Setup takes time
The Bottom Line
Both Hiver and Kayako are solid tools in the Customer Support space. Hiver edges ahead with a stronger overall rating (4.4 vs 3.8) and is the better choice for teams wanting helpdesk features without leaving gmail. However, if you prioritize support teams wanting full customer journey visibility, Kayako is worth serious consideration. We recommend trying the free tier or trial of each before committing.
Frequently Asked Questions
Is Hiver better than Kayako?▼
Hiver scores higher overall with a 4.4 rating vs 3.8. However, the best choice depends on your specific needs. Hiver is best for Teams wanting helpdesk features without leaving Gmail, while Kayako is best for Support teams wanting full customer journey visibility.
Can I switch from Hiver to Kayako?▼
Yes, most users can migrate between the two. Kayako offers trial options to help you evaluate the switch.
Which is more affordable, Hiver or Kayako?▼
Hiver starts at $19/user/mo, while Kayako starts at $30/agent/mo. Hiver offers a free tier.