Head to head
Hiver vs Zendesk Guide
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
44/100 | 51/100Higher score | |
|---|---|---|
| Category rank | #7 | #2 |
| Confidence | High confidence | High confidence |
| External Reputation | 84 | 86 |
| AI Authority | 5 | 19 |
| Web Authority | 16 | 35 |
| Expert Assessment | 66 | 57 |
| TOP10 User Score | — | — |
| Pricing | USD $25 per user/month (Growth, annual) or $35 monthly · free tier: 7-day free trial on the Elite plan, no credit card required; accounts suspended at trial end unless upgraded (reactivation within 7 days) | $19/agent/month billed annually (Support Team — does not include the knowledge base) · free tier: No free plan; 14-day free trial on Suite Team |
| Pricing model | Subscription | Subscription (per-agent) with usage-based AI billing |
| Best for | A 5–50 person support, finance, IT or HR team standardised on Google Workspace with predominantly email volume, wanting shared-inbox discipline, SLAs and AI drafting without retraining staff on a separate console, and able to commit annually at Pro. | Organisations already on or migrating to Zendesk Suite for ticketing that want multilingual self-service and AI deflection tightly coupled to the ticket queue. |
| Avoid if | You need full issue tracking or engineering-grade ticket workflows, have fewer than 5 agents (penalised by seat increments), require monthly billing flexibility, need Customer Intelligence or AI Insights working on day one, or run high-volume voice where the per-seat add-on plus per-minute overage compounds. | You need a standalone knowledge base, public docs site or internal wiki without a helpdesk, or you have a tight, predictable budget that cannot absorb unpublished AI usage rates and $55+/agent/month. |
| Markets | SMB, Mid-Market, Support teams, Finance teams, IT/ITSM teams, HR teams | SMB, Mid-Market, Enterprise |
| Founded | — | — |
| Headquarters | — | — |
A higher TOP SCORE means more of the evidence favours that platform on this methodology — it is not a recommendation, and it does not account for your specific requirements. Advertisers are never declared the winner of a comparison.