Try Sortd for FREETry SortdHiver built its name as the Gmail-native helpdesk. In 2025–26 it repositioned as “the agentic AI customer service platform for complex support,” launched a standalone omnichannel product (Hiver Omni: chat, voice, WhatsApp, socials), and gated its AI to plans around $55–$85 per user. That is a credible enterprise play — and a departure from the simple Gmail shared inbox many of its customers originally bought. Sortd remains that product, and has doubled down: boards instead of ticket queues, Sortd AI in the tiers, a new mobile app, and your own AI agent connectable via API/MCP at $22.
Sortd: trusted by 400,000+ professionals · voted #1 for Gmail on Product Hunt · featured in TechCrunch, Forbes and Fast Company · Google Launchpad alumni
| Aspect | Sortd | Hiver |
|---|---|---|
| Positioning | Gmail team email operations + agents | Agentic omnichannel CX platform (mid-market/enterprise) |
| Pricing | $10 / $16 / $22 / $29 annual ($14 / $22 / $28 / $39 monthly) | Free entry, then ~$25 / $55 / $85 per user |
| AI access | Sortd AI triage from $16; agent API/MCP at $22 — fair use, no meters | AI Agents / Copilot gated to Pro (~$55+) |
| Agent model | Connect any agent (Claude, ChatGPT, Gemini, Cursor) under approval scopes; audit trail | Hiver AI Agents running their Agent Operating Procedures |
| Work model | Visual boards: Kanban, Table, Deadline, Planner; grouped cards; drag & drop | Helpdesk queues with statuses, QA and analytics |
| Workflow & CRM | Advanced custom fields, built-in CRM pipelines, SLA rules, shared contacts | Support-centric workflow; CRM via integrations |
| Channels | Gmail, focused | Email, chat, Slack, voice, WhatsApp, socials (Omni) |
| Mobile | New Sortd mobile app | Mobile apps available |
| Best for | Teams of any size on Google Workspace — unlimited users, inboxes and automations on Business | Support orgs that want a separate omnichannel platform |
Hiver's move upmarket shows in its ladder: meaningful AI now lives around $55–$85 per user, and the product's centre of gravity — omnichannel, QA scoring, agent observability — serves support departments, not small teams. For a 10-person team, that's $6,600–$10,200 a year before you use a single non-email channel. Sortd Business gets the same team shared inboxes, boards, SLA rules, Sortd AI triage and the full agent API for $2,640 a year. If your “complex support” is actually a busy support@ plus an orders@ and an accounts@, you're paying for a platform you won't use.
Hiver turns email into tickets — the right model for high-volume support departments, but your customers can feel it, and your team works a queue. Sortd keeps email human: threads become cards on shared boards you drag, group, colour and assign; sales pipelines and project boards live beside support — because SMB teams don't split into departments, one team handles it all. That is also why Sortd fits use cases Hiver's helpdesk model doesn't try to serve: business development, finance follow-ups, recruitment, order management.
Hiver's AI Agents execute their Agent Operating Procedures — a genuinely deep enterprise approach, priced accordingly. Sortd's approach: the best agents already exist, so bring yours. Claude, ChatGPT or Cursor connects through Sortd's MCP server in minutes, works your real mailboxes with drafts-for-review by default, escalates to named humans on the board, and leaves an audit trail — while your prompts and knowledge stay portable in your own agent, not inside a platform's procedure engine.
Smart Status auto-tags what needs a response. AI urgency and sentiment tags, content-based assignment and complaint detection watch every shared inbox for risk — included in plan tiers under a fair-use policy. No credit meters.
Boards, shared inboxes and assignments in your pocket — triage on the move, hand off from anywhere.
Full API + MCP server so your own agent works your team's real Gmail. Drafts-for-review by default, graduated send permissions, flat seat pricing.
If you need voice, WhatsApp and social channels handled inside one separate platform — and you're willing to move your team out of Gmail to get them — that's the job Hiver Omni is built for. It's a channel decision, not a size decision: Sortd runs email operations for teams of every size, with unlimited users, SLA rules, role-based security and a CASA-verified Google Workspace app underneath.
Is Sortd a helpdesk?
It's a team email workspace: shared inboxes with assignment, statuses, SLA rules and boards — most SMB helpdesk jobs, without the ticket-system feel your customers notice.
We're on a Hiver tier and the price keeps climbing — what maps to what?
Hiver shared inboxes → Sortd shared inboxes; conversation statuses → statuses and boards; SLA → SLA rules; analytics → response-time reports. Your mail never moves — both live in Gmail.
Can Sortd's agent do what Hiver's AI Agents do?
Yes — classify, draft, update workflow, escalate and resume, with your own agent and knowledge, under approval scopes and a full audit trail. The difference isn't capability or scale; it's that Sortd keeps the work in Gmail with a human in the loop, at a flat seat price.
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Verified July 2026. Hiver pricing partly via third-party sources — confirm on hiverhq.com. This page updates our 2025 Sortd vs Hiver comparison. See all comparisons →
