# LiveAgent vs Hiver for help desk software

LiveAgent and Hiver are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. LiveAgent has confirmed ai ticket summaries and collision detection. Hiver has confirmed shopify integration and webhooks.

## Key decision points

- LiveAgent has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver.
- LiveAgent has confirmed collision detection; collision detection is not yet confirmed for Hiver.
- Hiver has confirmed shopify integration; shopify integration is not yet confirmed for LiveAgent.
- Hiver has confirmed webhooks; webhooks is not yet confirmed for LiveAgent.

## Choose LiveAgent if…

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

## Choose Hiver if…

- Choose Hiver if confirmed shopify integration matters to you; this detail is not yet confirmed for LiveAgent.
- Choose Hiver if confirmed webhooks matters to you; this detail is not yet confirmed for LiveAgent.

## Features

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

## Integrations

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

## Technical

| Feature | LiveAgent | Hiver |
| --- | --- | --- |
| API | Yes (verified 4 September 2026; [source](https://www.liveagent.com/terms-and-conditions/)) | 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 | LiveAgent | Hiver |
| --- | --- | --- |
| Mobile apps | Not confirmed | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) |

## Security and compliance

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

## Commercial

| Feature | LiveAgent | Hiver |
| --- | --- | --- |
| Affiliate programme | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) | Not confirmed |

## Evidence

- **LiveAgent — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **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.”
- **LiveAgent — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **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.”
- **LiveAgent — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Live Chat Fastest live chat on the market”
- **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.”
- **LiveAgent — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Call Center Manage and route all your calls”
- **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.”
- **LiveAgent — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **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.”
- **LiveAgent — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Social Media Chat with followers in LiveAgent”
- **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.”
- **LiveAgent — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Knowledge Base Provide self-service options”
- **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.”
- **LiveAgent — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/pricing/. Evidence: “Customer Portal Gives you the opportunity to create an unlimited amount of separate customer portals”
- **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.”
- **LiveAgent — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Service Level Agreement (SLA) Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...”
- **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.”
- **LiveAgent — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Automated Ticket Distribution Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...”
- **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.”
- **LiveAgent — Automation:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Automate up to 75% of conversations with built-in AI.”
- **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.”
- **LiveAgent — Macros:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Canned Messages (Macros) Boost efficiency with LiveAgent's canned messages!”
- **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.”
- **LiveAgent — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “AI Answer Assistant Instant polished replies”
- **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.”
- **LiveAgent — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/pricing/. Evidence: “AI Ticket Summary catch up”
- **LiveAgent — Collision detection:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Agent Collision Detection Prevent multiple agents from working on the same ticket”
- **LiveAgent — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Ticket satisfaction survey Collect customer satisfaction ratings after ticket resolution”
- **Hiver — CSAT:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “CSAT surveys Capture feedback with customer satisfaction surveys.”
- **LiveAgent — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Custom ticket fields Add custom fields to tickets to capture specific information”
- **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.”
- **LiveAgent — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “AI Chatbot Resolves customer inquiries instantly, 24/7, in 100+ languages”
- **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.”
- **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.”
- **LiveAgent — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/integrations/. Evidence: “Agile CRM integrates with LiveAgent to enhance customer service efficiency.”
- **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.”
- **LiveAgent — API:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/terms-and-conditions/. Evidence: “LiveAgent API made available via the Site”
- **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.”
- **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.”
- **LiveAgent — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “GDPR”
- **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.”
- **LiveAgent — Affiliate programme:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Affiliate Program”