Case Study: Vacasa achieves 80% faster ticket resolution with Hiver

Vacasa handles support tickets 80% faster with Hiver

Vacasa, a full-service vacation rental management company, was struggling to manage support emails in Google Groups: ownership was unclear, internal conversations were buried in threads, and managers couldn’t track who was working on tickets, leading to slow acknowledgements and long resolution times. The team looked for a solution that would work inside Gmail and turned to Hiver.

Hiver deployed its Shared Inbox inside Gmail, adding clear email assignment, internal notes for team collaboration, and in‑Gmail analytics so managers can monitor performance. As a result, Vacasa now replies 60% faster, closes 60% more tickets per agent per day, and reports an 80% improvement in average ticket resolution time and overall team productivity, with better visibility into conversations thanks to Hiver.

Vacasa

Sonia Cruz

Care Manager