Hiver

Turn Gmail into a multi-channel help desk — shared inboxes, automation, and analytics without leaving Google Workspace.

What is Hiver?

Hiver is the only helpdesk built natively for Google Workspace. It turns Gmail into a multi-channel help desk — shared inboxes, email delegation, collision detection, SLA tracking, and customer satisfaction surveys — all without leaving Gmail. No separate app, no separate login, no learning curve.

For businesses running on Google Workspace, Hiver solves the #1 operational challenge: emails slipping through the cracks. When your team@ or support@ inbox is managed by multiple people, Hiver ensures every email gets assigned, tracked, and resolved.

itGenius handles the full Hiver implementation: account setup, shared inbox configuration, automation rules, team training, and ongoing support.

Hiver for Google Workspace

What itGenius Covers for Hiver

📩

Shared Inbox Setup

Configure team email addresses (support@, info@, billing@) as shared inboxes with assignment rules, tags, and collision detection.
⚡

Automation Rules

Auto-assign emails based on subject, sender, or keywords. Set SLA timers and escalation rules so nothing falls through the cracks.
👥

Team Training

We have training videos for your team showing what to expect and how to use shared inboxes. Hiver is intuitive enough that extensive training isn’t required.
📊

Analytics & Reporting

Track team response times, resolution rates, and customer satisfaction. Identify bottlenecks and improve service quality with real data.
🔒

Permissions & Access

Control who can see which shared inboxes, set approval workflows, and manage team member permissions from the admin panel.
🔄

Migration & Onboarding

Moving from Zendesk, Freshdesk, or another helpdesk? We migrate your workflows, templates, and team setup to Hiver seamlessly.

Why Businesses Switch to Hiver

Emails Slipping Through the Cracks

When multiple people manage the same inbox, emails get missed, duplicated, or forgotten. Hiver’s assignment system ensures every email has exactly one owner.

Key Person Dependency

One person knows all the customer history, and when they’re out, the team is lost. Hiver centralises the conversation history so any team member can pick up where another left off.

No Visibility on Team Workload

You don’t know who’s handling what, which emails are pending, or whether SLAs are being met. Hiver’s dashboard gives you real-time visibility across all shared inboxes.

Customers Waiting Too Long

Without SLA tracking, response times drift. Hiver lets you set time-based rules that escalate emails automatically if they haven’t been addressed in time.

Outgrowing a Basic Shared Inbox

You started with a shared Gmail login or email forwarding, but now with 5+ team members it’s chaos. Hiver is the upgrade path that doesn’t require leaving Gmail.

Separate Helpdesk Tool Fatigue

Your team hates switching between Gmail and a separate helpdesk app. Hiver lives inside Gmail, so adoption is immediate and training is minimal.

Hiver Services

Get Hiver set up right, or let us manage it as part of your Cloud Concierge membership.

Hiver Professional Setup

Contact for pricing
Full implementation including shared inbox configuration, automation rules, team training, and 30 days of post-setup support.
Get Started →

Cloud Concierge

from $129/mo
Hiver implementation, 2-month trial, and 12-month lite licence included with your membership. Plus ongoing Google Workspace support, backup, and priority helpdesk.
View Plans →

Schedule a Consultation

Free
Not sure if Hiver is the right fit? Book a free consultation and we’ll assess your team’s email collaboration needs.
Book a Call →

Who are the Geniuses?

 

Our team hail from diverse technical backgrounds; engineering, telecommunications, helpdesk, project and tech support roles...and all share a passion for technology. We‘re experts in business cloud technology, and partner with Google and other global leaders to help businesses everywhere work and collaborate better. Our team of Geniuses are based across Australia, New Zealand, and the Philippines, and we support thousands of companies from all parts of the world.

Choose our support service packages with confidence: we provide a full 30-day money-back guarantee, ensuring your satisfaction is guaranteed or your money back, no questions asked.

Not Sure What's Right For You?

Schedule an obligation-free consultation with one of our experts to see how we can help

BOOK CALL