# Freshdesk vs Tidio

**Leader by Vioscale score:** Freshdesk

| Attribute | Freshdesk | Tidio |
|---|---|---|
| **Vioscale score** | 67.7 (41% (low)) | 53.1 (75% (high)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | Freshdesk is an AI-powered customer service platform that combines ready-to-use AI agents, people, and workflows with a guided path to AI adoption for faster issue resolution and improved agent productivity. | Unified customer service platform helping businesses manage support across email, live chat, and social channels. Combines human agents, automated workflows, and conversational AI to reduce support workload and improve response times while maintaining customer trust. |
| features.capabilities | `{"ai_agent":true,"free_tier":true,"ticketing":true,"api_access":true,"automation_macros":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,"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 | 1 | 14 |
| integrations.list | `[{"name":"MCP-connected AI tools and apps"}]` | `[{"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"}]` |
| market.availability | - | `{"hqCountry":"PL","primaryMarkets":[],"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","description":"Free forever plan with core features","contactSales":false,"includedLimits":{"agents":"up to 10","flows_visitors":"100/month","lyro_conversations":"50"}},{"free":false,"name":"Plus","description":"Higher conversation and visitor quotas","contactSales":false},{"free":false,"name":"Premium","components":[{"kind":"fixed","amount":300,"period":"month","currency":"USD"}],"description":"Advanced features, priority support, and team management","contactSales":false}],"summary":"Free forever plan available. Paid plans from $300/month. 7-day free trial with no credit card required.","currency":"USD","freeTier":true,"sourceUrl":"https://www.tidio.com/pricing/","retrievedAt":"2026-08-21T13:43:27.104Z","freeTrialDays":7,"startingPrice":{"amount":300,"period":"month","currency":"USD"},"billingPeriods":["month"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | high |
| pricing.starting_price | - | `{"amount":300,"currency":"USD"}` |
| pricing.transparent | yes | no |
| reliability.status_page | yes | yes |
| security.disclosure_policy | - | yes |
| security.gdpr | - | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |

## 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: Vioscale. Generated 2026-09-01T15:14:09.881Z. "-" = undocumented, not absent.*