It's the first time Hive is on AppSumo, right? Because I went through my invoices but can't find a purchase here. Nevertheless, I own HiveSupport.
Initially, Hive was not working for my WP site correctly. With some patience and a few iterations the missing functionalities were added and errors wiped out. I could not wait though and went for another support and ticketing system in the mean time. Now hesitant to switch back because I can't avoid any downtimes again. How is the situation right now? Were there more improvements and more features added in the meantime? Is Hive running absolutely stable?
One thing to note - a Gmail address is required for ticketing. Or did that change?
As much as I would like to pull the trigger on purchasing this, the issue preventing such action is that it only works with Gmail. Are there any plans to update or integrate any other providers.?
i have 2 questions: is it possible to pipe emails into the system without IMAPing into an existing dedicated support inbox? for example fluent support has an email forwarder system, they give you an email address like randomstring@piping.fluent.com and you can use an alias to forward emails there. any email recieved will be piped into the wordpress plugin as a ticket.
the advantage of course is that you don't have to have a seperate dedicated email inbox just for support requests. you could just use an email alias.
question 2: related to question 1 but a different method. I've tried using webhooks to create tickets to avoid the support inbox, but it seems like the tickets coming in this way don't support html formatted emails, inline images, or attachments.is there a way to get those things?
A: Thanks for reaching out and asking these thoughtful questions — really appreciate it!
1. Why We Didn’t Build a Random Inbox System (like Fluent Support) You’re absolutely right — Fluent Support and others use a piping system that creates random email addresses (e.g., randomstring@piping.fluent.com) for forwarding. While that method is convenient, it comes with trade-offs, especially when it comes to deliverability, control, and branding.
At Hive Support, our goal was to build a more stable and ownership-driven system. That’s why we chose to integrate directly via IMAP. This way:
You have full control over your support inbox and branding.
You’re not dependent on our infrastructure or email servers for inbox reliability.
All your support data stays within your own domain and ecosystem — especially important for privacy-focused businesses.
That said, we absolutely understand the value of the random inbox/alias model, and it's on our radar as a potential enhancement — especially for users who prefer speed and simplicity over full control.
2. Webhook Limitations (and What’s Coming) Right now, ticket creation via webhook supports plain text only — which is why HTML formatting, inline images, and attachments aren’t showing up. We’re actively working on upgrading our webhook system to support:
HTML/Rich Text formatting
File attachments
Inline images
This will give you much more flexibility and open up powerful automation opportunities.
Let us know more about your current setup — we’re happy to guide you through the best configuration with what’s available now and keep you in the loop as new features roll out.
not so! you can have a branded alias support@company.com that forwards to incomingxyz@fluent.com for full branding. emails sent from WP also via branded SMTP.
if you get HTML working, one could also forward an alias to a service like pabbly to send webhooks to hive, but attachments may be a problem. might need custom code to store attachments WP side to not lose them after 48hr
Q: IMAP or POP3 for incoming and outgoing emails?
How can I use IMAP or POP3 for incoming and outgoing emails? This Google forwarding solution is a red flag for me not to use the software.
Currently, Hive Support uses email forwarding as a secure and reliable way to convert emails into tickets. This approach ensures that no third-party service stores your emails, keeping everything within your own hosting environment.
However, we understand that some users prefer direct IMAP or POP3 integration. We are actively exploring ways to provide a direct IMAP/POP3 connection in future updates, allowing users to connect their own mail servers without forwarding.
If IMAP/POP3 support is crucial for your workflow, we'd love to hear more about your requirements. Feel free to share your use case, and we can prioritize it accordingly.
Unfortunately, due to privacy reasons, it is not possible for us to forward emails through another email provider. Additionally, utilizing such services would incur significant costs. Moreover, this approach would require ongoing maintenance and could be more prone to errors.
Q: live-Chat
Hello, we have now purchased the plugin. However, I don't understand how to get the live chat button onto the website. We would like to use it without AI for the time being. How can I set this up? I can't really figure it out from the documentation
I am a web agency and am looking for a chat tool for Wordpress for my customers. I would like to know if this tool is GDPR compliant. Where is the data stored here (location/country)?
Thank you, this sounds great..is a file sharing like Screenshots also possible?
Best regards Pablo
Q: LTD on your webpage
I saw that you're offering a lifetime deal on your website with a 1000-site license for $249. I'm also looking at the AppSumo deal. I run an online marketing agency and I'm especially interested in a white-label or unbranded version of your plugin so I can resell it. That wouldn't be possible if your branding is shown. What is the difference between the AppSumo deal and the one on your site?
Q: POSSIBILITY OF USING OTHER AI MODELS AND THEIR RESPECTIVE APIs (DEEPSEEK, GEMINI, ETC...)
Hi, good tool, however, it should make it easier to use other models through the API, since limiting yourself to chatGPT is a mistake and is terrible in many cases.
Is there a possibility to integrate Hive Support via script on my static site? My WordPress site is 100% static my WordPress backend is local on my mac. My site is hosted on Bunny CDN. I would like to install the plugin on another server, no frontend only a WordPress backend and then add Hive Support to my static page via script.
At this moment, Hive Support does not offer a script-based embed option for static sites. Since our system is built specifically for WordPress, it requires a WordPress installation to function properly.
However, a possible workaround could be:
✅ Installing Hive Support on a separate WordPress server and using it exclusively for handling tickets. ✅ Setting up a support page on that WordPress instance and linking to it from your static site. ✅ Redirecting customer inquiries from your static site to the support portal where they can submit tickets.
Would this solution work for your setup? Let us know how we can assist you further!
Hello, Do you have features to automate actions supports? for example: add a tag, set the status priority, assign a specific agent, add Notes, close the ticket?... sometimes we need to create recurrent ticket in name of some customer and automation open and close flow will be great, what do you think about this? it's make sense for you?
A: Yes! Hive Support includes automation features that allow you to streamline your support process by automatically performing actions such as:
✅ Setting ticket status and priority ✅ Assigning tickets to specific agents ✅ Adding internal notes ✅ Closing tickets automatically
Currently, we do not have a built-in feature for recurring tickets, but this is a great suggestion! We’re actively working on expanding automation capabilities, and your feedback is valuable in shaping our roadmap.
Could you share more details on how you’d like the open and close flow to work for recurring tickets? Understanding your use case will help us design a solution that fits your needs.
We have a support service for our clients, to whom we provide website maintenance services. They write to us by email. I see your system has a PIP-in email system. Does this mean they can write to our email address, and their request automatically creates a ticket?
If so, is there a way to recognize our clients? Let me explain: sometimes the same client writes from one email address and the next day writes from another email address to ask a different question. How do you handle this?
A: Yes! With Hive Support’s Email Piping system, your clients can send emails to your support email address, and their requests will automatically be converted into tickets. This allows you to manage all support requests within Hive Support without requiring customers to log in.
Regarding recognizing clients, Hive Support identifies users based on their email addresses. If a client sends an email from multiple addresses, it will create separate user profiles for each address. However, we understand that customers might use different email accounts for support queries.
To handle this, we plan to introduce a feature that allows merging user profiles based on previous interactions and domain recognition. In the meantime, you can manually assign related tickets to the correct user or create a custom workflow to handle such cases.
-Is this similar to Crisp and Intercom? -Do you have a mobile app for your tool? -Does the LTD have the ability to remove powered by? -Does this tool only work on WP built sites correct?
A: 1. Is this similar to Crisp and Intercom? Hive Support offers similar features to Crisp and Intercom but is built specifically for WordPress users. It includes AI-powered chat, live chat, help desk ticketing, and automated responses, making it a powerful support solution. Unlike Crisp or Intercom, Hive Support is a self-hosted WordPress plugin, giving you full control over your data.
2. Do you have a mobile app for your tool? Currently, we do not have a standalone mobile app. However, Hive Support is fully mobile-responsive, allowing you to manage support tickets and chat directly from your phone’s browser. We are considering a mobile app in the future based on user demand.
3. Does the LTD have the ability to remove "Powered by"? Yes! With the Lifetime Deal (LTD), you have the option to remove the "Powered by Hive Support" branding, ensuring a fully white-labeled experience for your business.
4. Does this tool only work on WP-built sites? Yes, Hive Support is a WordPress plugin and is designed to work exclusively on WordPress websites. However, you can use the chat widget on non-WordPress sites by embedding it via script, similar to how third-party chat tools work.
is it possible to create the ticket system without a login? e.g. customer gets a personalised link with ID and can access it with a general one-time password?
A: Thank you for your question. Currently we do not have guest ticket feature. We are constantly developing new features and hopefully ca develop this feature soon.
The 1-year update mentioned on our pricing page refers to all future software updates, improvements, and new features released within a year from your purchase date. This includes:
Security updates
Bug fixes
Performance enhancements
New features and improvements
For AppSumo (AS) offerings, if you have an AppSumo Lifetime Deal, you will receive lifetime updates as per the deal terms, meaning you'll continue to get all new versions of Hive Support at no additional cost.
Is there any way to configure more security features such as preventing registrations that may come from random users and/or bots? Currently, I can fill my own portal up with random test accounts with no blocking other than CAPTCHA in place
A: Thank you for your question! We understand your concern regarding security and preventing unwanted registrations. Currently, CAPTCHA is in place to block bots, but we recognize the need for additional security measures.
We will look into this further and explore options such as email domain restrictions, email verification, and other security enhancements to improve the registration process.
If you have any specific security features in mind that would be helpful for your use case, feel free to share your thoughts—we’d love to hear your feedback!
Q: Respond to chats in Slack
Will you add this feature?
Share Hive Support
Q: Current status of development?
It's the first time Hive is on AppSumo, right? Because I went through my invoices but can't find a purchase here. Nevertheless, I own HiveSupport.
Initially, Hive was not working for my WP site correctly. With some patience and a few iterations the missing functionalities were added and errors wiped out. I could not wait though and went for another support and ticketing system in the mean time. Now hesitant to switch back because I can't avoid any downtimes again.
How is the situation right now? Were there more improvements and more features added in the meantime? Is Hive running absolutely stable?
One thing to note - a Gmail address is required for ticketing. Or did that change?
HiveSupport
Jun 6, 2025A: We have sent emails for all latest updates. please check. Gmail is still required
Share Hive Support
Q: Gmail only
As much as I would like to pull the trigger on purchasing this, the issue preventing such action is that it only works with Gmail. Are there any plans to update or integrate any other providers.?
HiveSupport
Jun 6, 2025A: Not yet...
Share Hive Support
Q: IS THERE WORDPRESS MULTISITE COMPATIBILITY ? We Look for Unlimited White Label Agency Features?
is there support for
IS THERE WORDPRESS MULTISITE COMPATIBILITY ? We Look for Unlimited White Label Agency Features?
HiveSupport
Jun 6, 2025A: Hi,
Hive Support does not have Multi-site compatibility yet. For white label feature- please contact us through admin@gethivesupport.com
Share Hive Support
Q: Widget compatibility outside WordPress?
Does the widget only work with WordPress, or can it also be installed on other web platforms?
HiveSupport
May 13, 2025A: The widget is only working on WordPress
Share Hive Support
Q: email pipeing without an inbox
hello,
i have 2 questions:
is it possible to pipe emails into the system without IMAPing into an existing dedicated support inbox? for example fluent support has an email forwarder system, they give you an email address like randomstring@piping.fluent.com and you can use an alias to forward emails there. any email recieved will be piped into the wordpress plugin as a ticket.
the advantage of course is that you don't have to have a seperate dedicated email inbox just for support requests. you could just use an email alias.
question 2:
related to question 1 but a different method. I've tried using webhooks to create tickets to avoid the support inbox, but it seems like the tickets coming in this way don't support html formatted emails, inline images, or attachments.is there a way to get those things?
HiveSupport
Apr 20, 2025A: Thanks for reaching out and asking these thoughtful questions — really appreciate it!
1. Why We Didn’t Build a Random Inbox System (like Fluent Support)
You’re absolutely right — Fluent Support and others use a piping system that creates random email addresses (e.g., randomstring@piping.fluent.com) for forwarding. While that method is convenient, it comes with trade-offs, especially when it comes to deliverability, control, and branding.
At Hive Support, our goal was to build a more stable and ownership-driven system. That’s why we chose to integrate directly via IMAP. This way:
You have full control over your support inbox and branding.
You’re not dependent on our infrastructure or email servers for inbox reliability.
All your support data stays within your own domain and ecosystem — especially important for privacy-focused businesses.
That said, we absolutely understand the value of the random inbox/alias model, and it's on our radar as a potential enhancement — especially for users who prefer speed and simplicity over full control.
2. Webhook Limitations (and What’s Coming)
Right now, ticket creation via webhook supports plain text only — which is why HTML formatting, inline images, and attachments aren’t showing up. We’re actively working on upgrading our webhook system to support:
HTML/Rich Text formatting
File attachments
Inline images
This will give you much more flexibility and open up powerful automation opportunities.
Let us know more about your current setup — we’re happy to guide you through the best configuration with what’s available now and keep you in the loop as new features roll out.
Thanks again for giving Hive Support a shot!
Best regards,
The Hive Support Team
Share Hive Support
Verified purchaser
not so! you can have a branded alias support@company.com that forwards to incomingxyz@fluent.com for full branding. emails sent from WP also via branded SMTP.
if you get HTML working, one could also forward an alias to a service like pabbly to send webhooks to hive, but attachments may be a problem. might need custom code to store attachments WP side to not lose them after 48hr
Q: IMAP or POP3 for incoming and outgoing emails?
How can I use IMAP or POP3 for incoming and outgoing emails?
This Google forwarding solution is a red flag for me not to use the software.
But the software makes a good impression.
HiveSupport
Mar 21, 2025A: Hi
Thank you for your interest in Hive Support!
Currently, Hive Support uses email forwarding as a secure and reliable way to convert emails into tickets. This approach ensures that no third-party service stores your emails, keeping everything within your own hosting environment.
However, we understand that some users prefer direct IMAP or POP3 integration. We are actively exploring ways to provide a direct IMAP/POP3 connection in future updates, allowing users to connect their own mail servers without forwarding.
If IMAP/POP3 support is crucial for your workflow, we'd love to hear more about your requirements. Feel free to share your use case, and we can prioritize it accordingly.
Let us know how we can assist further!
Best regards,
Hive Support Team
Share Hive Support
Unfortunately, due to privacy reasons, it is not possible for us to forward emails through another email provider. Additionally, utilizing such services would incur significant costs. Moreover, this approach would require ongoing maintenance and could be more prone to errors.
Q: live-Chat
Hello, we have now purchased the plugin. However, I don't understand how to get the live chat button onto the website. We would like to use it without AI for the time being. How can I set this up? I can't really figure it out from the documentation
HiveSupport
Apr 12, 2025A: Hi,
Please create a support ticket on our website.
Regards
Share Hive Support
Q: GDPR
Hello
I am a web agency and am looking for a chat tool for Wordpress for my customers.
I would like to know if this tool is GDPR compliant. Where is the data stored here (location/country)?
Thank you for your feedback.
Best regards
Pablo D.
HiveSupport
Apr 7, 2025A: Hive Support is completely self hosted, means we do not store your data. Only you store and own your data.
Share Hive Support
Thank you, this sounds great..is a file sharing like Screenshots also possible?
Best regards
Pablo
Q: LTD on your webpage
I saw that you're offering a lifetime deal on your website with a 1000-site license for $249. I'm also looking at the AppSumo deal. I run an online marketing agency and I'm especially interested in a white-label or unbranded version of your plugin so I can resell it. That wouldn't be possible if your branding is shown. What is the difference between the AppSumo deal and the one on your site?
HiveSupport
Apr 7, 2025A: Hi,
The deal structure is same in both places. However, we do not have white-label version
Share Hive Support
Q: POSSIBILITY OF USING OTHER AI MODELS AND THEIR RESPECTIVE APIs (DEEPSEEK, GEMINI, ETC...)
Hi, good tool, however, it should make it easier to use other models through the API, since limiting yourself to chatGPT is a mistake and is terrible in many cases.
HiveSupport
Apr 7, 2025A: Thank you for your valuable opinion. We will add other LLMs in our upcoming updates. Regards
Share Hive Support
Q: Static site?
Is there a possibility to integrate Hive Support via script on my static site? My WordPress site is 100% static my WordPress backend is local on my mac. My site is hosted on Bunny CDN. I would like to install the plugin on another server, no frontend only a WordPress backend and then add Hive Support to my static page via script.
HiveSupport
Mar 27, 2025A: Hi
At this moment, Hive Support does not offer a script-based embed option for static sites. Since our system is built specifically for WordPress, it requires a WordPress installation to function properly.
However, a possible workaround could be:
✅ Installing Hive Support on a separate WordPress server and using it exclusively for handling tickets.
✅ Setting up a support page on that WordPress instance and linking to it from your static site.
✅ Redirecting customer inquiries from your static site to the support portal where they can submit tickets.
Would this solution work for your setup? Let us know how we can assist you further!
Best,
Hive Support Team
Share Hive Support
Q: Macros or Automation in the answers
Hello, Do you have features to automate actions supports? for example: add a tag, set the status priority, assign a specific agent, add Notes, close the ticket?... sometimes we need to create recurrent ticket in name of some customer and automation open and close flow will be great, what do you think about this? it's make sense for you?
HiveSupport
Mar 27, 2025A: Yes! Hive Support includes automation features that allow you to streamline your support process by automatically performing actions such as:
✅ Setting ticket status and priority
✅ Assigning tickets to specific agents
✅ Adding internal notes
✅ Closing tickets automatically
Currently, we do not have a built-in feature for recurring tickets, but this is a great suggestion! We’re actively working on expanding automation capabilities, and your feedback is valuable in shaping our roadmap.
Could you share more details on how you’d like the open and close flow to work for recurring tickets? Understanding your use case will help us design a solution that fits your needs.
Looking forward to your thoughts!
Best,
Hive Support Team
Share Hive Support
Q: clients management
We have a support service for our clients, to whom we provide website maintenance services. They write to us by email. I see your system has a PIP-in email system. Does this mean they can write to our email address, and their request automatically creates a ticket?
If so, is there a way to recognize our clients? Let me explain: sometimes the same client writes from one email address and the next day writes from another email address to ask a different question. How do you handle this?
Thank you.
HiveSupport
Mar 27, 2025A: Yes! With Hive Support’s Email Piping system, your clients can send emails to your support email address, and their requests will automatically be converted into tickets. This allows you to manage all support requests within Hive Support without requiring customers to log in.
Regarding recognizing clients, Hive Support identifies users based on their email addresses. If a client sends an email from multiple addresses, it will create separate user profiles for each address. However, we understand that customers might use different email accounts for support queries.
To handle this, we plan to introduce a feature that allows merging user profiles based on previous interactions and domain recognition. In the meantime, you can manually assign related tickets to the correct user or create a custom workflow to handle such cases.
Let us know if you need further details!
Best,
Hive Support Team
Share Hive Support
Q: Questions for you:
-Is this similar to Crisp and Intercom?
-Do you have a mobile app for your tool?
-Does the LTD have the ability to remove powered by?
-Does this tool only work on WP built sites correct?
HiveSupport
Mar 27, 2025A: 1. Is this similar to Crisp and Intercom?
Hive Support offers similar features to Crisp and Intercom but is built specifically for WordPress users. It includes AI-powered chat, live chat, help desk ticketing, and automated responses, making it a powerful support solution. Unlike Crisp or Intercom, Hive Support is a self-hosted WordPress plugin, giving you full control over your data.
2. Do you have a mobile app for your tool?
Currently, we do not have a standalone mobile app. However, Hive Support is fully mobile-responsive, allowing you to manage support tickets and chat directly from your phone’s browser. We are considering a mobile app in the future based on user demand.
3. Does the LTD have the ability to remove "Powered by"?
Yes! With the Lifetime Deal (LTD), you have the option to remove the "Powered by Hive Support" branding, ensuring a fully white-labeled experience for your business.
4. Does this tool only work on WP-built sites?
Yes, Hive Support is a WordPress plugin and is designed to work exclusively on WordPress websites. However, you can use the chat widget on non-WordPress sites by embedding it via script, similar to how third-party chat tools work.
Let us know if you have any more questions! 😊
Share Hive Support
Q: ticket system without a login
Hello,
is it possible to create the ticket system without a login? e.g. customer gets a personalised link with ID and can access it with a general one-time password?
I do not want to offer registrations on my site.
Thank you :)
HiveSupport
Mar 17, 2025A: Thank you for your question. Currently we do not have guest ticket feature. We are constantly developing new features and hopefully ca develop this feature soon.
Share Hive Support
Thank you for the quick reply. I'll have a look at your site in future if I can't find any other alternative. Good luck here at AS and in general.
Q: 1 year update
On your pricing page mentioned about 1 year update. What does the update menas? and how would this 1-year update apply to your AS offerings?
HiveSupport
Mar 16, 2025A: Thanks for reaching out!
The 1-year update mentioned on our pricing page refers to all future software updates, improvements, and new features released within a year from your purchase date. This includes:
Security updates
Bug fixes
Performance enhancements
New features and improvements
For AppSumo (AS) offerings, if you have an AppSumo Lifetime Deal, you will receive lifetime updates as per the deal terms, meaning you'll continue to get all new versions of Hive Support at no additional cost.
Let us know if you have any further questions!
Best regards,
Hive Support Team
Share Hive Support
Q: Login/Registration Restrictions
Is there any way to configure more security features such as preventing registrations that may come from random users and/or bots? Currently, I can fill my own portal up with random test accounts with no blocking other than CAPTCHA in place
HiveSupport
Mar 15, 2025A: Thank you for your question! We understand your concern regarding security and preventing unwanted registrations. Currently, CAPTCHA is in place to block bots, but we recognize the need for additional security measures.
We will look into this further and explore options such as email domain restrictions, email verification, and other security enhancements to improve the registration process.
If you have any specific security features in mind that would be helpful for your use case, feel free to share your thoughts—we’d love to hear your feedback!
Best regards,
Hive Support Team
Share Hive Support
Q: shopify?
any shopify integration or plan?
HiveSupport
Mar 15, 2025A: We do not have Shopify integration nor have plan to include.
Regards
Share Hive Support
Q: Do you support Straico as AI provider
HiveSupport
Mar 13, 2025A: Thank you for your question.
Currently we only have ChatGPT integration.
Regards
Share Hive Support
Please consider integrating Straico (it has API similar to OpenRouter)! https://appsumo.com/products/straico/ it has a massive Appsumo audience ☺️
Thank you for your Valuable feedback. We will definately consider it.
Regards