--- title: Tidio canonical: https://saasranked.com/software/tidio-helpdesk/ category: Help Desk Software points: 75 rank: 3 of 12 facts_checked: 2026-10-10 --- # Tidio Tickets, live chat and social messages in one inbox, with SLA policies and a bolt-on AI agent. 75 points out of 100. #3 of 12 help desks. Vendor: Tidio. Website: https://www.tidio.com/ - The free plan includes ticketing, the email inbox and up to 10 seats [1][7]. - SLA policies set response-time targets for first and next replies, per ticket source, with breach markers on the ticket [8]. - Support emails, live chats and social media messages all turn into tickets in one queue [1][7]. - Agents can start a voice or video call from a conversation on every plan [1][9]. Verdict: 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 later [1][8]. The catch: no hosted help centre is published, and SSO and custom analytics wait for the quote-only Premium plan [1][2]. Best for: Small teams that want tickets, chat and an AI agent at a flat workspace price. ## Points | Criterion | Line | Value | Points | Note | |---|---|---|---|---| | Channels and apps | Support channels | Email, Live chat, Phone, Social media | 8/8 | The pricing FAQ says ticketing turns support emails, live chat conversations and social media messages into tickets, on every plan [1][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 panel [1][9]. | | Channels and apps | Mobile apps | iOS, Android | 2/2 | The features page's Apps section lists browser, macOS, Windows, iOS and Android apps, each with a download link [2]. | | Channels and apps | Built-in help centre | No | 0/4 | No 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 site [1][2][7]. | | Workflow and SLAs | SLA policies | Yes | 8/8 | The 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 tickets [8]. | | Workflow and SLAs | Ticket automation rules | Yes | 5/5 | Ticketing automations are listed from Growth, and the features page describes workflows that close tickets without a customer response and send customized auto-replies [1][2]. | | Workflow and SLAs | Automatic ticket assignment | Yes | 5/5 | Automatic chat assignment, from Growth, directs new chats to available operators; the ticketing pages say tickets are assigned to operators and routed by department [1][2][7]. | | Workflow and SLAs | Built-in satisfaction survey | Yes | 3/3 | An automated satisfaction survey is listed from Growth, and the features page collects customer feedback after the chat ends [1][2]. | | Reports and connections | Custom reports | No | 0/5 | Analytics are fixed dashboards: conversations, busiest hours, response wait, satisfaction rate, operator performance [2]. Custom analytics appears under Premium, which is priced on request, so no plan with a public price offers report building [1]. | | Reports and connections | Public API | Yes | 3/3 | The developer docs are public and cover conversations and tickets, with webhooks and OpenAPI enabled on paid plans; OpenAPI itself is listed from Plus [1][5]. | | Reports and connections | Named integrations | Slack, Shopify, Salesforce, HubSpot | 4/6 | The 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 price [6][10][11][12]. Microsoft Teams and Jira are not among the listed integrations [6]. | | Reports and connections | AI assistant with public price | Yes | 4/4 | The Lyro AI Agent add-on is sold from $32.50 a month for 50 Lyro conversations, with human handoff, generally available [1]. | | Security | SOC 2 Type II or ISO 27001 | Yes | 6/6 | The security page says Tidio has successfully completed its SOC 2 examination [3]. | | Security | Single sign-on | No | 0/6 | The pricing comparison lists SSO under the Premium plan only, and Premium is contact-for-pricing, so no plan with a public price offers it [1]. | | Price | Free plan | Yes | 5/5 | The free plan includes live chat, ticketing and the email management system, with 10 seats and 50 billable conversations a month [1]; the ticketing page says ticketing is available for free [7]. | | Price | Cheapest paid plan | $24.17/mo | 2/10 | Starter, $24.17 a month per workspace on yearly billing, includes ticketing and the email inbox with up to 10 seats [1]. | | Independent testing | G2 AI CX evaluation | 200 of 200 | 20/20 | G2, 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] | ## Plans | Plan | Price | Per month (USD) | |---|---|---| | Free | Free [1] | $0 | | Starter | $24.17/month [1] | $24.17 | | Growth | From $49.17/month [1] | $49.17 | | Plus | From $300/month + usage [1] | $300 | | Lyro AI Agent (add-on) | From $32.50/month [1] | $32.50 | Yearly-billing prices; the workspace price covers up to 10 seats, and conversations beyond the plan quota are billed as usage [1]. ## Strengths - Ticketing, the email management system and 10 seats are on the free plan [1][7]. - SLA policies set first-reply and next-reply targets per source (mailbox, widget, panel, Facebook or Instagram comments) and flag breaches [8]. - The Lyro AI agent is an add-on from $32.50 a month, generally available with a public price [1]. - Tidio's security page names a completed SOC 2 examination, and its terms contain a data processing agreement [3][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 them [1][2][7]. - SSO and custom analytics sit on Premium, which is priced on request [1]. - Phone is a voice call started from the chat, not a telephone line with numbers [9]. - The OpenAPI waits for the Plus plan, from $300 a month [1][5]. ## Vendor claims (not scored) - Tidio says its customers average a 75% resolution rate with Lyro [1][2]. ## Sources 1. [Tidio pricing](https://www.tidio.com/pricing/), Tidio, accessed 2026-10-10 2. [Tidio's tools and features](https://www.tidio.com/features/), Tidio, accessed 2026-10-10 3. [Security and data protection](https://www.tidio.com/security/), Tidio, accessed 2026-10-10 4. [Terms of Service](https://www.tidio.com/terms/), Tidio, accessed 2026-10-10 5. [Tidio API documentation](https://developers.tidio.com/), Tidio, accessed 2026-10-10 6. [Tidio integrations](https://www.tidio.com/integrations/), Tidio, accessed 2026-10-10 7. [Tidio ticketing](https://www.tidio.com/ticketing/), Tidio, accessed 2026-10-10 8. [Service-Level Agreements (SLA)](https://help.tidio.com/hc/en-us/articles/13991292488348-Service-Level-Agreements-SLA), Tidio Help Center, accessed 2026-10-10 9. [Live Video Calls](https://help.tidio.com/hc/en-us/articles/14288764954268-Live-Video-Calls), Tidio Help Center, accessed 2026-10-10 10. [Tidio and Slack integration](https://www.tidio.com/integrations/slack/), Tidio, accessed 2026-10-10 11. [Tidio and Salesforce integration](https://www.tidio.com/integrations/salesforce/), Tidio, accessed 2026-10-10 12. [Tidio and HubSpot integration](https://www.tidio.com/integrations/hubspot/), Tidio, accessed 2026-10-10 13. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08