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, and AI urgency and sentiment tags watch every shared inbox for risk — included in plan tiers under a fair-use policy, with complaint alerts coming to Business Plus. No credit meters. On Business you can already build your own complaint alerts and routing rules with an AI agent via MCP.
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 →
