| Functionality | 9 <p>Freshdesk Omni offers very rich support functionality. It supports most channels, and the creation of help centres and community forums. It also has pretty advanced chat automation, AI and reporting functionality.</p><p>However, Freshdesk doesn't support offer unified analytics and automation workflows across its two modules - ticketing and chat.</p> | 6 <p>Tidio covers some essential features for SMBs, including live chat, email, Instagram, Facebook Messenger, and WhatsApp support. Its AI chatbot and chat automation are excellent. Yet, the human support tools—like ticketing and routing—are basic, and it doesn’t offer help center creation and phone support.</p> |
| Ease of Use | 3 <p>Freshdesk Omni has a steep learning curve and rather frustrating set up.</p><p>We also found a lot of setting unintuitive and unnecessarily complex. For instance, to set up automations for live chat, you'll have to visit at least 3-4 settings page (assignment, routing, conversation skills, advanced automation).</p><p>Its chatbot builder, in particular, is one of the most complex builders we've come across.</p> | 7 <p>Tidio’s chat automation is powerful but remains relatively easy to use. Templates and clearly labeled actions simplify setup. That said, the inbox is not omnichannel, which can quickly overwhelm teams handling high ticket volumes as they have to switch between inboxes. The biggest issue? You can’t see the customer’s past conversations, which complicates support.</p> |
| Look and feel | 3 <p>Freshdesk Omni feels rather dated and cluttered, both internally and externally. The amount of customisability and functionality can be overwhelming on many screens. age load times can also be painfully slow, taking up to 10 seconds on some screens and forcing a page reload.</p> | 9 <p>Tidio’s interface is modern and sleek, with just the right balance of colors and icons. Page loads are fast, typically under one second.</p> |
| Customisability | 8 <p>Freshworks offers a good level of customisability. It supports using custom code for deep customization of the Help Centre. You can also track custom events about customers for create personalized proactive messages and workflows. Custom data objects can be created, and agents can customize their workspace layout. </p> | 6 <p>Tidio lets you create highly customized chat automation flows, including custom-coded actions. You can also add custom tags for tickets and create custom inbox views. However, ticket routing automation is limited, and you can’t build custom reports.</p> |
| Ease of Setup | 6 <p>Missive offers a simple self-serve free trial for their platform. We found the initial setup to be relatively simple, but somewhat unintuitive taking around 10 minutes. Setting up your first channels is also a confusing process from a UX perspective - but once you've figured your way around the interface, channels like email are simple to integrate (one-click for common providers). </p> | 6 <p>Tidio offers a simple self-serve free trial for their platform. We found the initial setup to be quick, taking less than 10 minutes. Setting up your first channels may take some time though - with no easy one-click email connect option, you’ll have to setup email forwarding manually. When it comes to richer customisation options - the platform is fairly standard when compared to competitors with basic automation flows and custom inbox views being straightforward to configure in a day or two.</p> |
| Customer Support | 6 <p>While Frehworks offers 24/7 support live chat in-app and the support team is quick to reply, they don't always offer helpful/ relevant information.</p><p>We also found the live chat widget with Freshworks support unreliable, as you lose your current conversation when you switch between Freshdesk/ Freshchat.</p> | 6 <p>Tidio offers in-app live chat powered by Lyro, its AI chatbot. The experience is mixed—sometimes helpful, but other times failing to answer basic questions, even when the answers are in Tidio’s help center. The help center itself is average in both depth and quality.</p> |
| Integratability | 8 <p>Freshworks offers hundreds of pre-built integrations with common third-party tools that SMBs use, including CRMs, email marketing tools, and project management systems. It also has an extensive marketplace for additional integrations and an API for custom integrations.</p> | 4 <p>Tidio’s integrations are heavily focused on e-commerce, supporting popular platforms like Shopify and WooCommerce, as well as marketing and CRM tools. However, it lacks integration with help centers, telephony solutions, or project management tools. While an API is available for custom integrations, the overall options feel limited for non-e-commerce use cases.</p> |
| Ease of Migration | 8 <p>Freshworks allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> | 8 <p>Tidio allows self-serve export of contacts and reports. Additionally, its API supports other export needs.</p> |
