# Help Scout vs Hiver for help desk software

Help Scout and Hiver are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Help Scout has confirmed free plan, ai ticket summaries, multiple brands, and multiple inboxes.

## Key decision points

- Help Scout has confirmed free plan; free plan is not yet confirmed for Hiver.
- Help Scout has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver.
- Help Scout has confirmed multiple brands; multiple brands is not yet confirmed for Hiver.
- Help Scout has confirmed multiple inboxes; multiple inboxes is not yet confirmed for Hiver.

## Choose Help Scout if…

- Choose Help Scout if confirmed free plan matters to you; this detail is not yet confirmed for Hiver.
- Choose Help Scout if confirmed ai ticket summaries matters to you; this detail is not yet confirmed for Hiver.
- Choose Help Scout if confirmed multiple brands matters to you; this detail is not yet confirmed for Hiver.
- Choose Help Scout if confirmed multiple inboxes matters to you; this detail is not yet confirmed for Hiver.

## Features

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

## Integrations

| Feature | Help Scout | Hiver |
| --- | --- | --- |
| Shopify integration | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |
| CRM integrations | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |

## Technical

| Feature | Help Scout | Hiver |
| --- | --- | --- |
| API | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |
| Webhooks | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) |

## Platforms

| Feature | Help Scout | Hiver |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.helpscout.com/mobile/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |

## Security and compliance

| Feature | Help Scout | Hiver |
| --- | --- | --- |
| GDPR compliance | Yes (verified 4 September 2026; [source](https://www.helpscout.com/company/legal/terms-of-service/)) | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |

## Pricing

| Feature | Help Scout | Hiver |
| --- | --- | --- |
| Free plan | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |

## Evidence

- **Help Scout — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Email Manage customer emails as a team.”
- **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.”
- **Help Scout — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.”
- **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.”
- **Help Scout — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Live chat Offer live chat anywhere on your website or in-app.”
- **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.”
- **Help Scout — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Phone/voice Make and receive phone calls, logged in Help Scout. Via integration”
- **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.”
- **Help Scout — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “WhatsApp Handle customer conversations through WhatsApp.”
- **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.”
- **Help Scout — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.”
- **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.”
- **Help Scout — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Knowledge base Docs sites Build a searchable and branded help center or knowledge base.”
- **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.”
- **Help Scout — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Secure customer portal”
- **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.”
- **Help Scout — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.”
- **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.”
- **Help Scout — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Routing Automatically assign conversations evenly across your team to balance the workload.”
- **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.”
- **Help Scout — Automation:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Automation Workflows Organize, assign, or reply to conversations automatically.”
- **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.”
- **Help Scout — Macros:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.”
- **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.”
- **Help Scout — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.”
- **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.”
- **Help Scout — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.”
- **Help Scout — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.”
- **Hiver — CSAT:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “CSAT surveys Capture feedback with customer satisfaction surveys.”
- **Help Scout — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.”
- **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.”
- **Help Scout — Multiple brands:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Multiple knowledge bases”
- **Help Scout — Multiple inboxes:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Multiple Inboxes Give every department or product its own dedicated place for support.”
- **Help Scout — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.”
- **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.”
- **Help Scout — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Shopify”
- **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.”
- **Help Scout — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Salesforce”
- **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.”
- **Help Scout — API:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Build with the Help Scout API Check out our developer docs to create your own apps and integrations.”
- **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.”
- **Help Scout — Webhooks:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Webhooks”
- **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.”
- **Help Scout — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/mobile/. Evidence: “Download the free Help Scout mobile app today.”
- **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.”
- **Help Scout — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/company/legal/terms-of-service/. Evidence: “Data Processing Amendment”
- **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.”
- **Help Scout — Free plan:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “The Free plan includes 5 users, 1 Inbox, and 1 Docs site.”