Groove vs Hiver: Helpdesk Comparison (2026)
Groove and Hiver are both helpdesk platforms offering shared inbox and ticketing functionality. Groove focuses on outcome-based pricing with a free tier, while Hiver provides a free-forever option and a broader range of integrations and AI features.
AI Citation Scorecard
How often each is cited by major AI engines when buyers ask helpdesk questions. Last 90 days across ChatGPT, Perplexity, Gemini, Claude, and Copilot.
Probes run hourly; each (engine × query) combo retests every ~3 days.
Pricing
Key Features
- ✓Shared inbox & ticketing
- ✓Email & live chat
- ✓Knowledge base
- ✓Macros & saved replies
- ✓Standard reporting
- ✓Resolutions
- ✓Upsell Opportunities
- ✓Churn Detection
- ✓Shared Inbox and ticketing
- ✓Manage channels: Email, Chat
- ✓24*7 support
- ✓AI Agents
- ✓Voice handling
- ✓Round Robin Assignment
- ✓Customer Portal
- ✓Skill-based routing
When to choose Groove
Groove is suitable if you prioritize predictable, outcome-based pricing without per-seat fees and need core helpdesk features like shared inbox, email, live chat, knowledge base, macros, and standard reporting. It also offers specific features like resolutions, upsell opportunities, and churn detection. If you require advanced integrations or AI agent capabilities for Zendesk, Groove can address those needs.
When to choose Hiver
Hiver is suitable if you require a free-forever option and a wider array of integrations including Slack, Asana, Shopify, and various CRMs. It offers 24/7 support, AI agents, voice handling, round-robin assignment, customer portal, and skill-based routing. These features make Hiver a good choice if your support operations involve diverse communication channels and require advanced routing and AI-driven assistance.