Channels and apps10 of 14
Workflow and SLAs21 of 21
Reports and connections11 of 18
Security6 of 12
Price7 of 15
Independent testing20 of 20
help desk · Tidio
Tidio
Tickets, live chat and social messages in one inbox, with SLA policies and a bolt-on AI agent.
In short
- The free plan includes ticketing, the email inbox and up to 10 seats1,7.
- SLA policies set response-time targets for first and next replies, per ticket source, with breach markers on the ticket8.
- Support emails, live chats and social media messages all turn into tickets in one queue1,7.
- Agents can start a voice or video call from a conversation on every plan1,9.
Tidio suits a small team that wants one inbox for tickets, chat and social messages at a flat workspace price, with SLA targets and an AI agent it can add later1,8. The catch: no hosted help centre is published, and SSO and custom analytics wait for the quote-only Premium plan1,2.
Best for: Small teams that want tickets, chat and an AI agent at a flat workspace price.
Where the points come from
Channels and apps 10 of 14 points
| Rule | What is published | Points |
|---|---|---|
| Support channels | Email, Live chat, Phone, Social mediaThe pricing FAQ says ticketing turns support emails, live chat conversations and social media messages into tickets, on every plan1,7. Phone counts through Live video calls, listed on every plan: the agent starts a voice-only call (camera off) from the conversation in the Tidio panel1,9. | 8 / 8 |
| Mobile apps | iOS, AndroidThe features page's Apps section lists browser, macOS, Windows, iOS and Android apps, each with a download link2. | 2 / 2 |
| Built-in help centre | NoNo hosted help centre or knowledge base for customers appears on the pricing, features or ticketing pages; the knowledge sources Tidio lists (FAQ upload, website scraper, Zendesk import) feed Lyro rather than a public article site1,2,7. | 0 / 4 |
Workflow and SLAs 21 of 21 points
| Rule | What is published | Points |
|---|---|---|
| SLA policies | YesThe help centre documents SLA policies in Settings > Service Level Agreements: response-time targets for first and next replies, set per source (integrated mailboxes, widget tickets, panel tickets, Facebook or Instagram comments), with breached and paused markers on tickets8. | 8 / 8 |
| Ticket automation rules | YesTicketing automations are listed from Growth, and the features page describes workflows that close tickets without a customer response and send customized auto-replies1,2. | 5 / 5 |
| Automatic ticket assignment | YesAutomatic chat assignment, from Growth, directs new chats to available operators; the ticketing pages say tickets are assigned to operators and routed by department1,2,7. | 5 / 5 |
| Built-in satisfaction survey | YesAn automated satisfaction survey is listed from Growth, and the features page collects customer feedback after the chat ends1,2. | 3 / 3 |
Reports and connections 11 of 18 points
| Rule | What is published | Points |
|---|---|---|
| Custom reports | NoAnalytics are fixed dashboards: conversations, busiest hours, response wait, satisfaction rate, operator performance2. Custom analytics appears under Premium, which is priced on request, so no plan with a public price offers report building1. | 0 / 5 |
| Public API | YesThe developer docs are public and cover conversations and tickets, with webhooks and OpenAPI enabled on paid plans; OpenAPI itself is listed from Plus1,5. | 3 / 3 |
| Named integrations | Slack, Shopify, Salesforce, HubSpotThe integrations hub lists Shopify, Salesforce and HubSpot, each with its own page; Salesforce and HubSpot are on all plans and Slack on Plus and Premium, which has a published price6,10,11,12. Microsoft Teams and Jira are not among the listed integrations6. | 4 / 6 |
| AI assistant with public price | YesThe Lyro AI Agent add-on is sold from $32.50 a month for 50 Lyro conversations, with human handoff, generally available1. | 4 / 4 |
Security 6 of 12 points
| Rule | What is published | Points |
|---|---|---|
| SOC 2 Type II or ISO 27001 | YesThe security page says Tidio has successfully completed its SOC 2 examination3. | 6 / 6 |
| Single sign-on | NoThe pricing comparison lists SSO under the Premium plan only, and Premium is contact-for-pricing, so no plan with a public price offers it1. | 0 / 6 |
Price 7 of 15 points
| Rule | What is published | Points |
|---|---|---|
| Free plan | YesThe free plan includes live chat, ticketing and the email management system, with 10 seats and 50 billable conversations a month1; the ticketing page says ticketing is available for free7. | 5 / 5 |
| Cheapest paid plan | $24.17/moStarter, $24.17 a month per workspace on yearly billing, includes ticketing and the email inbox with up to 10 seats1. | 2 / 10 |
Independent testing 20 of 20 points
| Rule | What is published | Points |
|---|---|---|
| G2 AI CX evaluation | 200 of 200G2, October 2026: 200 of 200 (Tidio (Lyro)). G2's entry is Tidio (Lyro), the AI agent sold as an add-on with the desk; it leads the leaderboard at 200 points.13 | 20 / 20 |
The rule behind each line: how we score help desks.
Plans and prices
As the vendor lists them, before tax. Prices are in US dollars unless the plan shows euros; the points use US dollars, with euros converted at the ECB rate.
| Plan | Price as listed | Per month | Notes |
|---|---|---|---|
| FreeUp to 10 seats | Free1 | $0 | Live chat, ticketing and email inbox, 50 billable conversations |
| StarterUp to 10 seats | $24.17/month1 | $24.17 | 100 billable conversations; live visitors list; operating hours |
| GrowthUp to 10 seats | From $49.17/month1 | $49.17 | From 250 billable conversations; ticketing automations; automatic chat assignment; automated satisfaction survey |
| PlusCustom seats | From $300/month + usage1 | $300 | Departments; custom branding; OpenAPI |
| Lyro AI Agent (add-on)AI agent | From $32.50/month1 | $32.50 | From 50 Lyro AI conversations; human handoff |
Yearly-billing prices; the workspace price covers up to 10 seats, and conversations beyond the plan quota are billed as usage1.
Strengths
- Ticketing, the email management system and 10 seats are on the free plan1,7.
- SLA policies set first-reply and next-reply targets per source (mailbox, widget, panel, Facebook or Instagram comments) and flag breaches8.
- The Lyro AI agent is an add-on from $32.50 a month, generally available with a public price1.
- Tidio's security page names a completed SOC 2 examination, and its terms contain a data processing agreement3,4.
Limits
- No hosted help centre or knowledge base for customers appears on the pricing, features or ticketing pages; Lyro reads your articles instead of hosting them1,2,7.
- SSO and custom analytics sit on Premium, which is priced on request1.
- Phone is a voice call started from the chat, not a telephone line with numbers9.
- The OpenAPI waits for the Plus plan, from $300 a month1,5.
Other help desks
- 1
Zoho DeskSmall teams that want a low entry price and a free plan87/100$7/mocheapest paid plan - 2
LiveAgentSmall teams that want every channel in one tool at a low per-agent price79/100$15/mocheapest paid plan - 4
FreshdeskSmall support teams that start with email and may add chat and social later70/100$19/mocheapest paid plan - 5
Zendesk SupportSupport teams that expect to add chat, phone and social channels as they grow70/100$19/mocheapest paid plan
Sources
- Tidio pricing, Tidio. Accessed 10 Oct 2026.
- Tidio's tools and features, Tidio. Accessed 10 Oct 2026.
- Security and data protection, Tidio. Accessed 10 Oct 2026.
- Terms of Service, Tidio. Accessed 10 Oct 2026.
- Tidio API documentation, Tidio. Accessed 10 Oct 2026.
- Tidio integrations, Tidio. Accessed 10 Oct 2026.
- Tidio ticketing, Tidio. Accessed 10 Oct 2026.
- Service-Level Agreements (SLA), Tidio Help Center. Accessed 10 Oct 2026.
- Live Video Calls, Tidio Help Center. Accessed 10 Oct 2026.
- Tidio and Slack integration, Tidio. Accessed 10 Oct 2026.
- Tidio and Salesforce integration, Tidio. Accessed 10 Oct 2026.
- Tidio and HubSpot integration, Tidio. Accessed 10 Oct 2026.
- AI CX Agent Evaluations, General CX leaderboard, G2. Accessed 8 Oct 2026.
Website: www.tidio.com · Markdown version · We are not affiliated with Tidio.