# Freshdesk vs Tidio

**Leader by vioscaleAI score:** Tidio

| Attribute | Freshdesk | Tidio |
|---|---|---|
| **vioscaleAI score** | 63.8 (42% (low)) | 73.9 (73% (medium)) |
| content.faq | `[{"answer":"A customer service platform that combines AI agents, team collaboration tools, and third-party app integrations to automate and enhance support operations. It is indexed under Customer Support.","source":"https://freshdesk.com","question":"What is Freshdesk?","confidence":0.6},{"answer":"Freshdesk offers a free tier, so you can start without paying. Paid plans start at £15 per agent per month. Prices are published openly on the vendor's own pricing page. Pricing changes often, so verify at source before relying on it.","source":"https://freshdesk.com","question":"Is Freshdesk free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Freshdesk. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://freshdesk.com","question":"What platforms does Freshdesk support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Freshdesk, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://freshdesk.com","question":"Can Freshdesk be self-hosted?","confidence":0.6},{"answer":"We have confirmed 4 integrations for Freshdesk, including MCP-connected AI tools and apps, Slack, Freshcaller and Freshservice. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://freshdesk.com","question":"What does Freshdesk integrate with?","confidence":0.6}]` | `[{"answer":"A cloud-based customer service suite combining live chat, ticketing, and omnichannel inbox with an AI agent that can autonomously resolve customer inquiries using machine learning and support content analysis. It is indexed under Customer Support.","source":"https://www.tidio.com/pricing/","question":"What is Tidio?","confidence":0.6},{"answer":"Tidio offers a free tier, so you can start without paying. Paid plans start at $300 per month. Prices are published openly on the vendor's own pricing page. Pricing changes often, so verify at source before relying on it.","source":"https://www.tidio.com/pricing/","question":"Is Tidio free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Tidio. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.tidio.com/pricing/","question":"What platforms does Tidio support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Tidio, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.tidio.com/pricing/","question":"Can Tidio be self-hosted?","confidence":0.6},{"answer":"We have confirmed 15 integrations for Tidio, including Instagram, Messenger, Shopify, WhatsApp, WordPress, Zapier, Zendesk and ActiveCampaign, plus 7 more. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.tidio.com/pricing/","question":"What does Tidio integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, HIPAA and GDPR for Tidio. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Tidio not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.tidio.com/pricing/","question":"What security certifications does Tidio have?","confidence":0.6},{"answer":"Tidio is available worldwide. Its primary market is the United States.","source":"https://www.tidio.com/pricing/","question":"Where is Tidio available?","confidence":0.5}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A customer service platform that combines AI agents, team collaboration tools, and third-party app integrations to automate and enhance support operations. | A customer service platform that manages support interactions across live chat, email, and social media channels. Includes an AI agent for handling common customer questions, automation workflows for routine support tasks, and a ticketing system for organizing and routing customer requests. |
| features.capabilities | `{"ai_agent":true,"free_tier":true,"live_chat":true,"ticketing":true,"api_access":true,"sla_routing":true,"automation_macros":true,"reporting_dashboards":true}` | `{"hosting":"cloud","ai_agent":true,"sso_scim":true,"free_tier":true,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"soc2_type_ii":true,"pricing_model":"flat_monthly","knowledge_base":true,"deployment_model":"native_helpdesk_platform_feature","automation_macros":true,"reporting_dashboards":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"analytics_dashboard_for_deflection_rate_roi":true,"dynamic_rag_from_help_center_and_past_tickets":true,"automated_ticket_tagging_and_sentiment_routing":true,"live_agent_handoff_with_full_conversation_context":true,"api_action_execution_for_refunds_and_order_updates":true,"brand_tone_guardrails_and_anti_hallucination_rules":true,"multi_language_auto_translation_without_new_models":true}` |
| integrations.count | 3 | 120 |
| integrations.list | `[{"name":"MCP-connected AI tools and apps"},{"name":"Slack","native":true,"category":"chat"},{"name":"Freshcaller","native":true},{"name":"Freshservice","native":true}]` | `[{"name":"Instagram"},{"name":"Messenger"},{"name":"Shopify"},{"name":"WhatsApp"},{"name":"WordPress"},{"name":"Zapier"},{"name":"Zendesk"},{"name":"ActiveCampaign"},{"name":"Adobe Commerce"},{"name":"Agile CRM"},{"name":"BigCommerce"},{"name":"Brevo"},{"name":"WooCommerce"},{"name":"Salesforce"},{"name":"OpenAPI"},{"name":"AWS Bedrock","native":true,"category":"cloud","direction":"bidirectional"},{"name":"AWS Lambda","native":true,"category":"cloud","direction":"bidirectional"},{"name":"AWS CloudWatch","native":true,"category":"monitoring","direction":"bidirectional"},{"name":"2Checkout","native":true,"category":"payments","direction":"bidirectional"},{"name":"ADP","native":true,"category":"hr","direction":"bidirectional"},{"name":"AWeber","native":true,"category":"email_marketing","direction":"bidirectional"},{"name":"Act-On","native":true,"category":"marketing_automation","direction":"bidirectional"},{"name":"Adaptive Insights","native":true,"category":"analytics","direction":"bidirectional"},{"name":"AdmitHub","native":true,"category":"education","direction":"bidirectional"},{"name":"Adobe Experience Manager","native":true,"category":"cms","direction":"bidirectional"}]` |
| market.availability | - | `{"primaryMarkets":["US"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Growth","summary":"£15/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Ticketing & shared inbox","Customer portal & knowledge base","Out-of-the-box analytics & reporting","Threads & tasks","Roles & permissions"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Launch AI-powered service over email","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Pro","summary":"£39/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Multilingual helpdesk","Custom dashboards & reporting","Intelligent routing","Multiple SLA policies","External collaborators"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":39,"period":"month","currency":"GBP"}],"description":"Scale AI-powered service across your business","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Enterprise","summary":"£67/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Freddy AI Insights","Skill-based routing","Sandbox","Audit logs","Allowed domains & IP whitelisting"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":67,"period":"month","currency":"GBP"}],"description":"Deliver enterprise-grade, AI-powered service","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]},{"name":"Additional AI Agent sessions","components":[{"per":{"qty":100,"unit":"sessions"},"kind":"metered","amount":36,"currency":"GBP"}]},{"name":"Day passes","components":[{"kind":"fixed","amount":1.5,"currency":"GBP"}]},{"name":"Connector app tasks","components":[{"per":{"qty":5000,"unit":"tasks"},"kind":"metered","amount":65,"currency":"GBP"}]}],"summary":"From £15/agent/month billed annually. 14-day free trial.","currency":"GBP","freeTier":true,"sourceUrl":"https://freshdesk.com","retrievedAt":"2026-08-03T11:47:05.273Z","freeTrialDays":14,"startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["month","year"]}` | `{"type":"subscription","plans":[{"free":true,"name":"Free","summary":"Free forever","features":["live chat","ticketing","video calls","multichannel inbox","basic automation"],"description":"Forever free plan with core customer service features","contactSales":false},{"free":false,"name":"Customer Service","summary":"From $29/mo","features":["live chat","ticketing","automation","smart routing","priority support"],"components":[{"kind":"fixed","amount":29,"period":"month","currency":"USD"}],"description":"Paid plans with advanced team management and priority support","contactSales":false},{"free":false,"name":"Premium","summary":"$300/mo","features":["premium features","priority support","advanced team management"],"components":[{"kind":"fixed","amount":300,"period":"month","currency":"USD"}],"description":"Premium plan with advanced features and priority support","contactSales":false},{"free":false,"name":"Lyro AI Agent","summary":"50 free conversations, custom pricing per quota","features":["AI conversation handling","knowledge base integration","multilingual support","automated routing","context-aware responses"],"description":"AI agent for handling customer conversations with conversation quotas","contactSales":false}],"summary":"Free forever plan, paid plans from $29/mo, 7-day free trial","currency":"USD","freeTier":true,"sourceUrl":"https://www.tidio.com/pricing/","retrievedAt":"2026-10-02T16:18:45.278Z","freeTrialDays":7,"startingPrice":{"amount":29,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | mid |
| pricing.starting_price | - | `{"amount":29,"currency":"USD"}` |
| pricing.transparent | no | yes |
| reliability.sla_pct | 99.9 | - |
| reliability.status_page | yes | yes |
| security.certifications | - | `[{"name":"SOC 2","status":"active"}]` |
| security.disclosure_policy | - | yes |
| security.gdpr | - | yes |
| security.hipaa | - | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |
| security.trust_center | - | https://www.tidio.com/security/ |

## Capabilities (Customer Support)

| Capability | Freshdesk | Tidio |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | ✓ | ✓ |
| Shared inbox | - | ✓ |
| Omnichannel (email+chat+social+voice) | - | ✓ |
| Voice / telephony | - | - |
| **Self-service** |  |  |
| Self-service knowledge base | - | ✓ |
| **Automation** |  |  |
| SLAs, triggers & routing | ✓ | ✓ |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | - | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | - | ✓ |
| **Extensibility** |  |  |
| Public API | ✓ | ✓ |
| **Pricing** |  |  |
| Free tier | ✓ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T19:06:06.629Z. "-" = undocumented, not absent.*