Help Desk Software · reliability comparison
Hiver vs Zendesk: which is more reliable? (2026)
Hiver is more reliable than Zendesk, scoring 98.9 vs 51.7 out of 100. Over the last 90 days Hiver reported 1 incident and Zendesk reported 13, with effective uptime of 99.99% and 98.85% respectively. Hiver resolves incidents faster on average (8m).
Data updated Nov 1, 2026 · How we score
| Metric | Hiver | Zendesk |
|---|---|---|
| Reliability score | 98.9 | 51.7 |
| Rank (help desk platforms) | #1 | #12 |
| Uptime (90 days) | 99.99% | 98.85% |
| Incidents (90 days) | 1 | 13 |
| Partial / major outages | 0 | 10 |
| Avg time to resolve | 8m | 7h 47m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Hiver and Zendesk differ
- Zendesk reported 13× as many incidents as Hiver over the last 90 days (13 vs 1).
- Zendesk had 10 partial or major outages, compared with 0 for Hiver.
- Hiver fixes problems faster: 8m on average, against 7h 47m for Zendesk (59.2× quicker).
- Hiver's longest outage on record lasted 7h 54m (May 4, 2026); Zendesk's lasted 6h 40m (Sep 21, 2026).
90-day uptime
Hiver
Zendesk
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Hiver incidents
- Degraded performanceOct 29, 2026 · resolved in 8m
Hiver service disruption due to AWS outage
Affected: Email User Experience, Email User Experience, Email sync, Email Sync, Notification Services, Automation +14 more
Recent Zendesk incidents
- Partial outageOct 29, 2026 · resolved in 43m
Multiple Products access issues in Pod26
Affected: Support, Agent Workspace (via Support)
- Degraded performanceOct 29, 2026 · resolved in 2h 40m
Affected: Forethought AI Agents, Dashboard
- Major outageOct 28, 2026 · resolved in 1h 1m
Some customers are encountering CF error messages accessing Zendesk Supportofficial update ↗
Affected: Support, API, Knowledge, Articles / Knowledge Base, Community, Misc +24 more
- Partial outageOct 23, 2026 · resolved in 2h 58m
US-East degraded trafficofficial update ↗
Affected: Support, Ticketing
- Partial outageOct 22, 2026 · resolved in 2h 3m
Support Search errors pod 27official update ↗
Affected: Support, Search
- Degraded performanceOct 16, 2026 · resolved in 4d 14h
Affected: AI Agents, Core Services, Dashboard, Analytics
Other help desk platforms to consider
- HubSpot Service Hub · #2 · 100% uptime
- Kustomer · #3 · 99.99% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime