Freshdesk vs Tidio
Converge Team
Side-by-side comparison for 2026
| Feature | Freshdesk | Tidio |
|---|---|---|
| Starting Price | From $79/seat/mo | From $98/mo |
| Best For | Mid-sized businesses needing traditional helpdesk with automation | Small ecommerce businesses on Shopify needing live chat and basic automation |
| Standout Feature | Freddy AI for automated ticket classification and responses | Lyro AI chatbot with strong ecommerce query resolution |
| Free Plan | ✓ | ✓ |
| G2 Rating | 4.4/5 | 4.7/5 |
Freshdesk and Tidio serve different customer support needs. Freshdesk is a traditional helpdesk platform with comprehensive ticketing, while Tidio focuses on live chat and AI-powered customer engagement for ecommerce.
Feature Comparison
Core Features
Freshdesk excels in traditional helpdesk functionality with robust ticketing systems, automation workflows, and comprehensive reporting. It offers a free tier and scales well for larger support teams.
Tidio specializes in live chat with Lyro AI chatbot, seamless Shopify integration, and modern conversational interfaces. Setup is notably easier but comes with conversation limits.
User Experience
Freshdesk has a dated UI but powerful functionality. Tidio offers a more modern, intuitive interface focused on chat-first customer engagement.
Pricing Comparison
Pricing Comparison
- Freshdesk: $0-$79 per agent per month (G2: 4.4/5)
- Tidio: $0-$749 per month flat rate (G2: 4.7/5)
Freshdesk uses per-agent pricing which can become expensive for larger teams. Tidio's flat-rate pricing is better for small teams but has significant price jumps between tiers.
Freshdesk
Pros
- ✓ Mature platform with proven reliability
- ✓ Strong automation and workflow capabilities
- ✓ Good integration ecosystem
Cons
- ✗ Messaging channels require add-ons
- ✗ Interface can feel dated
- ✗ Complex setup for multi-channel
Tidio
Pros
- ✓ Excellent Shopify and ecommerce integrations
- ✓ Lyro AI chatbot is effective
- ✓ Easy setup with no coding required
Cons
- ✗ Conversation-based pricing can get expensive
- ✗ No native Telegram or Zalo support
- ✗ AI features (Lyro) cost extra
Verdict
Choose Freshdesk if you need a full-featured helpdesk with ticketing, automation, and don't mind per-agent pricing. Choose Tidio if you prioritize live chat, AI assistance, and ecommerce integrations with simpler setup.
Both platforms serve distinct use cases - Freshdesk for comprehensive helpdesk needs and Tidio for chat-focused customer engagement.
For teams seeking up to 15 agents without per-seat pricing, consider Converge at $49/month flat rate - offering scalable customer support without the typical agent-based cost structure.
Looking for more options? Browse all 750+ platform comparisons, or see all Freshdesk comparisons and all Tidio comparisons.