{
  "schemaVersion": 1,
  "id": "hiver-vs-deskpro",
  "products": [
    "hiver",
    "deskpro"
  ],
  "conclusion": "Hiver and Deskpro are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Deskpro has confirmed ai ticket summaries and multiple brands.",
  "decisionPoints": [
    {
      "path": "vertical.aiTicketSummaries",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Deskpro has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver."
    },
    {
      "path": "vertical.multipleBrands",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Deskpro has confirmed multiple brands; multiple brands is not yet confirmed for Hiver."
    }
  ],
  "sharedStrengths": [
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 79,
    "b": 86,
    "gap": 7
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Email, forms, voice, live chat, and more. Every conversation comes into Deskpro so your team works from one place.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Omnichannel client inbox Full ticket visibility, multi-channel inbox, AI-assisted response, and reporting that’s simple for management.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Omnichannel Manage email, live chat, and self-service support from one unified workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Live Chat and Voice Give your team more ways to engage so they can resolve problems faster.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Voice Handle inbound and outbound calls, alongside other customer conversations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Email, forms, voice, live chat, and more. Every conversation comes into Deskpro so your team works from one place.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "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.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5b467ef0e0415292"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5b467ef0e0415292",
            "excerpt": "WhatsApp Customers can send you messages via WhatsApp, these messages register as a ticket in the help desk.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "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.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5b467ef0e0415292"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5b467ef0e0415292",
            "excerpt": "Social Let customers interact with your brand page on Facebook and Instagram.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e23c81f8f40a7bda"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e23c81f8f40a7bda",
            "excerpt": "Hiver AI builds your help center from scratch, drawing on your docs and past conversations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78556f98bd137985"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78556f98bd137985",
            "excerpt": "24/7 knowledge base software Allow customers to help themselves by offering them a library of resources.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Customer Portal Give customers a self-service portal to submit and track requests.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78556f98bd137985"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78556f98bd137985",
            "excerpt": "Ticket Management Customers can manage their tickets You can access your tickets from the Help Center; view lists of your tickets and notifications with ease.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "SLAs Set response and resolution targets to keep customer commitments on track.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "SLA tracking",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Routing and assignments Route conversations and assign clear owners so nothing slips through the cracks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "smart ticket routing",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Rule-based Automations Automate repetitive work with rules that trigger actions when certain conditions are met.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Automation Less manual work. More time for the tickets that matter. From agent-level shortcuts like snippets and macros, to organization-wide routing rules and escalation triggers, Deskpro automates the work that shouldn't be manual.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Email templates Save answers to common questions so teams can respond faster and stay consistent.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "From agent-level shortcuts like snippets and macros, to organization-wide routing rules and escalation triggers, Deskpro automates the work that shouldn't be manual.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-0b6f76c78bd2243d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-0b6f76c78bd2243d",
            "excerpt": "AI Copilot An intelligent coworker that routes requests, triages them, drafts the reply and surfaces resolution steps.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Deskpro AI drafts replies from your knowledge base, summarizes long ticket threads, and flags what needs attention.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Deskpro AI drafts replies from your knowledge base, summarizes long ticket threads, and flags what needs attention.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "deskpro": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "CSAT surveys Capture feedback with customer satisfaction surveys.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "CSAT",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9d7a15093617e2e3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9d7a15093617e2e3",
            "excerpt": "Custom Fields Capture details in predefined fields for better context, categorization, and analysis.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Custom ticket fields, forms, and workflows mean you're not shaping your process around the software.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "Multi-brand support lets you run multiple teams or products from one instance.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "deskpro": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e23c81f8f40a7bda"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e23c81f8f40a7bda",
            "excerpt": "Multilingual Write an article once and publish it in every language your customers speak.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-4c04c296bfb3f2e0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-4c04c296bfb3f2e0",
            "excerpt": "And with support for over 30 languages, Deskpro works wherever your team is.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-150446888a437cd6"
        ],
        "evidence": [
          {
            "sourceId": "ingest-150446888a437cd6",
            "excerpt": "Shopify See order status, fulfillment, and refunds beside the customer's message.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-33bdde29fc26d840"
        ],
        "evidence": [
          {
            "sourceId": "ingest-33bdde29fc26d840",
            "excerpt": "Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "hiver": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-150446888a437cd6"
        ],
        "evidence": [
          {
            "sourceId": "ingest-150446888a437cd6",
            "excerpt": "Salesforce Pull account, opportunity, and case data into the ticket and log every interaction back to the CRM.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "deskpro": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-33bdde29fc26d840"
        ],
        "evidence": [
          {
            "sourceId": "ingest-33bdde29fc26d840",
            "excerpt": "HubSpot",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
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        ],
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    },
    {
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        ],
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          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.mobileApps",
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          }
        ],
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      },
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          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.gdprCompliance",
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        ],
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    },
    {
      "path": "pricing.freeTier",
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        "status": "unknown",
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      },
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      }
    },
    {
      "path": "commercial.affiliateProgramme",
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      "importance": 3,
      "includeInCoverage": true,
      "hiver": {
        "value": null,
        "status": "unknown",
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      },
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        "verifiedAt": null
      }
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      },
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    ],
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      },
      {
        "id": "ingest-78556f98bd137985",
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      {
        "id": "ingest-33bdde29fc26d840",
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        "id": "ingest-4c04c296bfb3f2e0",
        "url": "https://www.deskpro.com/",
        "title": "The Human Help Desk for Smarter Ticketing | Deskpro",
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        "accessedAt": "2026-09-04"
      },
      {
        "id": "ingest-ecf137bbbd324980",
        "url": "https://www.deskpro.com/features/mobile",
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      },
      {
        "id": "ingest-5b467ef0e0415292",
        "url": "https://www.deskpro.com/pricing/private",
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        "publisher": "Deskpro",
        "kind": "vendor",
        "accessedAt": "2026-09-04"
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    ]
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}