Hiver for Gmail

Sometimes the main task has other things that need to be done and handled by another team member, under the same email thread, so subtasks would be helpful here.

When multiple team members are working on a task, we cannot assign multiple to the task.

We would like response time settings for all messages in a thread to ensure customer support timeliness. Currently Hiver only supports SLA for the initial message.

put a link to this suggestion page here. Title it - “Submit Ideas to Hiver”, or something like that - see the image

The ability to assign an email to more than one user.

Linking, merging, and splitting capabilities provide the flexibility to manage customer conversations effectively, ensuring that related issues are connected, duplicate tickets are consolidated, and complex conversations are properly segmented. Connect and link similar tickets together , maintaining an overview when multiple tickets cover the same topic. Linked tickets help you identify related issues, such as multiple customer complaints about the same product defect, etc. Merge duplicate or related tickets , transferring all messages and notes from the secondary tickets to the primary ticket. If a single ticket covers multiple issues or requires handling by different departments, you can split off a specific issue into a new separate ticket.

We would love to see an enhancement to Hiver’s AI functionality with an AI Email Assistant that helps generate emails based on keywords while utilizing stored email templates. How it works, an example: When a customer asks about their order status, the user enters relevant keywords (e.g., “dispatch confirmation” + tracking ID) or short notes into a comment field. The AI analyzes the customer’s email, matches it with existing email templates, and suggests a suitable response. If necessary, the system can request confirmation of the selected template before generating the email. The final email is personalized, written in the customer's language, and includes the provided details (e.g., tracking ID) in the appropriate context. We already use a similar google extension "AI Mail Assistance" with great success, but it does not yet take our existing email templates into account. This would be a huge advantage and should be feasible for Hiver.

Temporarily hide emails from your shared inbox and choose when they should reappear. This helps everyone in your team have some focus time and not be distracted by incoming emails.

Automatically get smart, context-aware tag suggestions for every new email—no more manual tagging.

Save time with AI-powered replies and contextual suggestions, derived from past emails and knowledge sources—without leaving Hiver.