# Gorgias vs Hiver for help desk software

Gorgias and Hiver are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Gorgias has confirmed ai ticket summaries. Hiver has confirmed macros, custom fields, and multilingual support.

## Key decision points

- Hiver has confirmed macros; macros is not yet confirmed for Gorgias.
- Gorgias has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver.
- Hiver has confirmed custom fields; custom fields is not yet confirmed for Gorgias.
- Hiver has confirmed multilingual support; multilingual support is not yet confirmed for Gorgias.

## Choose Gorgias if…

- Choose Gorgias if confirmed ai ticket summaries matters to you; this detail is not yet confirmed for Hiver.

## Choose Hiver if…

- Choose Hiver if confirmed macros matters to you; this detail is not yet confirmed for Gorgias.
- Choose Hiver if confirmed custom fields matters to you; this detail is not yet confirmed for Gorgias.
- Choose Hiver if confirmed multilingual support matters to you; this detail is not yet confirmed for Gorgias.

## Features

| Feature | Gorgias | Hiver |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Live chat | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Phone support | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| WhatsApp support | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Social media support | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/features/knowledge-base)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Macros | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| AI replies | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/features/ai)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) | Not confirmed |
| CSAT | Yes (verified 4 September 2026; [source](https://www.gorgias.com/ai-agent/support-skills)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Custom fields | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |
| Multilingual support | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/features/knowledge-base)) |

## Integrations

| Feature | Gorgias | Hiver |
| --- | --- | --- |
| Shopify integration | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |
| CRM integrations | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |

## Technical

| Feature | Gorgias | Hiver |
| --- | --- | --- |
| API | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |
| Webhooks | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |

## Platforms

| Feature | Gorgias | Hiver |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.gorgias.com/legal/terms-of-service)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |

## Security and compliance

| Feature | Gorgias | Hiver |
| --- | --- | --- |
| GDPR compliance | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |

## Evidence

- **Gorgias — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Hiver — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.”
- **Gorgias — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “One unified inbox across every channel”
- **Hiver — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.”
- **Gorgias — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Hiver — Live chat:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Omnichannel Manage email, live chat, and self-service support from one unified workspace.”
- **Gorgias — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “Support by phone, from your Helpdesk”
- **Hiver — Phone support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Voice Handle inbound and outbound calls, alongside other customer conversations.”
- **Gorgias — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Hiver — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.”
- **Gorgias — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Hiver — Social media support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.”
- **Gorgias — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Hiver — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/knowledge-base. Evidence: “Hiver AI builds your help center from scratch, drawing on your docs and past conversations.”
- **Gorgias — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Hiver — Customer portal:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Customer Portal Give customers a self-service portal to submit and track requests.”
- **Gorgias — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “SLA”
- **Hiver — SLAs:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “SLAs Set response and resolution targets to keep customer commitments on track.”
- **Gorgias — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Route, assign, and manage tickets across your team”
- **Hiver — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Routing and assignments Route conversations and assign clear owners so nothing slips through the cracks.”
- **Gorgias — Automation:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Automate 60% of support”
- **Hiver — Automation:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Rule-based Automations Automate repetitive work with rules that trigger actions when certain conditions are met.”
- **Hiver — Macros:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Email templates Save answers to common questions so teams can respond faster and stay consistent.”
- **Gorgias — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “AI Agent trained on your brand”
- **Hiver — AI replies:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/ai. Evidence: “AI Copilot An intelligent coworker that routes requests, triages them, drafts the reply and surfaces resolution steps.”
- **Gorgias — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “AI-Summaries | Get instant call and voicemail transcripts and summaries”
- **Gorgias — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/ai-agent/support-skills. Evidence: “drive your CSAT scores up”
- **Hiver — CSAT:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “CSAT surveys Capture feedback with customer satisfaction surveys.”
- **Hiver — Custom fields:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Custom Fields Capture details in predefined fields for better context, categorization, and analysis.”
- **Hiver — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/knowledge-base. Evidence: “Multilingual Write an article once and publish it in every language your customers speak.”
- **Gorgias — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Native Shopify integration”
- **Hiver — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Shopify See order status, fulfillment, and refunds beside the customer's message.”
- **Hiver — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Salesforce Pull account, opportunity, and case data into the ticket and log every interaction back to the CRM.”
- **Gorgias — API:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “API rate limit 2 req/s”
- **Hiver — API:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Open APIs and webhooks let you pull any data point in and push updates back out.”
- **Hiver — Webhooks:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Open APIs and webhooks let you pull any data point in and push updates back out.”
- **Gorgias — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/legal/terms-of-service. Evidence: “Mobile Apps”
- **Hiver — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Mobile apps Manage email and chat conversations on the go with Hiver’s mobile apps for Android and iOS.”
- **Gorgias — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “GDPR / CCPA compliance”
- **Hiver — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver is GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliant.”