{
  "schemaVersion": 1,
  "id": "zoho-desk-vs-hiver",
  "products": [
    "zoho-desk",
    "hiver"
  ],
  "conclusion": "Zoho Desk and Hiver are closely matched for core workflows. Both support email ticketing, shared inbox, live chat, phone support, and whatsapp support. Zoho Desk has confirmed free plan. Hiver has confirmed API access, gdpr compliance, and customer portal.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed free plan; free plan is not yet confirmed for Hiver."
    },
    {
      "path": "technical.api",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Hiver has confirmed API access; API access is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "Hiver has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Zoho Desk."
    },
    {
      "path": "vertical.customerPortal",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Hiver has confirmed customer portal; customer portal is not yet confirmed for Zoho Desk."
    }
  ],
  "sharedStrengths": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "importance": 7
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 64,
    "b": 79,
    "gap": 15
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Email Support your customers across multiple email channels.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "All your support conversations, one tidy inbox Bring customer conversations from every channel, organized in one contextual workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Business Messaging Embed a live chat widget on your website or app to engage in real-time conversations with logged-in customers and seamlessly convert chats into support tickets.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Telephony Integrate with leading telephony providers and set up a toll-free number to provide inbound and outbound phone support to your customers.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Instant messaging Communicate with customers on WhatsApp, Instagram, Facebook Messenger, Telegram, WeChat, and Line from Zoho Desk's Instant Messaging module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Social media Respond to brand mentions and support tickets received from Instagram, Facebook, and X using Zoho Desk's social media module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Knowledge base Create a repository of help articles, guides, and FAQs so customers can find assistance anytime.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "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"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Commit Set service level agreements with automated escalations and deadline tracking.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Skill-based assignment Automatically route tickets to agents based on their proficiency and availability.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Orchestrate Auto-trigger actions based on events and guide teams through step-by-step resolution processes.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "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"
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "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"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Generative AI (BYOK) Connect your OpenAI (Availability: US, EU, AU, IN, JP, CA, UAE DCs ) or DeepSeek (Availability: CN DC) API key to enable GenAI capabilities such as customer sentiment analysis, contextual ticket summarization, and smart reply suggestions.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Customer happiness ratings Automate the process of asking customers to rate the service upon ticket closure or after each response.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Custom lookup fields Establish a one-to-many relationship between data fields across different modules.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multi-brand help center Create self-service portals for multiple brands within the same Zoho Desk account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "hiver": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multilingual help center Publish Knowledge Base articles in over 40 languages.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "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"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Deeply integrated Integrates with 360+ apps, including the Zoho ecosystem and your existing stack.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "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"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "hiver": {
        "value": true,
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