How to Use Hiver

Getting started with Hiver

In this guide, you’ll learn how to set up Hiver within Gmail to manage your team's customer support effectively. After reading, you'll be able to assign tickets, track SLAs, and collaborate seamlessly with your team.

Step 1: Sign up and set up

1. Visit Hiver's website.
2. Click on the “Get Started for Free” button.
3. Sign in with your Google account linked to your Gmail.
4. Grant necessary permissions to integrate Hiver with your Gmail.
5. Follow the on-screen prompts to set up your shared inbox and team members.

Step 2: Your first ticket

1. Open Gmail and locate the Hiver sidebar on the right.
2. Click on the “Shared Inbox” tab in the Hiver sidebar.
3. Select the inbox you want to manage (e.g., [email protected]).
4. Click on the “+ New Ticket” button.
5. Fill in the ticket details, including the subject and description.
6. Assign the ticket to a team member by selecting their name from the “Assign to” dropdown.
7. Click “Create Ticket” to save.

Step 3: Get better results

1. Use email templates for common responses by clicking on the “Templates” button in the Hiver sidebar.
2. Set up SLAs by navigating to “Settings” > “SLA Management” to define response and resolution times for tickets.
3. Use the “Tags” feature to categorise tickets by urgency or department for easier tracking.
4. Regularly check the “Reports” section to monitor team performance and identify areas for improvement.

Pro tip

Set up automated email categorisation by configuring rules in Hiver. This saves time by automatically sorting incoming tickets based on keywords or sender addresses, allowing you to focus on critical issues first.

Common mistake to avoid

Avoid neglecting to assign tickets to team members. Leaving tickets unassigned can lead to confusion and delays in response times. Always ensure every ticket has a designated owner for accountability.