# Tiledesk — Customer Service & Helpdesk

Tiledesk by Tiledesk holds a panel rating of 2.5/5 from 6 AI judges (category median 2.5/5), as of 2026-10-27. Provenance: provenance unknown; sovereignty: not determined.

- Vendor: Tiledesk (https://tiledesk.com)
- Category: [Customer Service & Helpdesk](https://whats-best.ai/software/customer-service.md)
- Provenance (editorial classification): provenance unknown
- Canonical page: https://whats-best.ai/software/customer-service/tiledesk
- Alternatives: https://whats-best.ai/software/customer-service/tiledesk/alternatives ([markdown](https://whats-best.ai/software/customer-service/tiledesk/alternatives.md))
- Data as of: 2026-10-27 · evaluated 2026-10-27 · oldest source captured 2026-10-27

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Tiledesk
- Headquarters: Not stated on the vendor’s pages as of 27 Oct 2026
- Data hosting: Not stated on the vendor’s pages as of 27 Oct 2026
- Free plan: Not stated on the vendor’s pages as of 27 Oct 2026

## The panel's verdict

Tiledesk, an open-core customer service and AI-agent platform from Italian vendor Tiledesk S.r.l., scored strongest on knowledge and self-service and integrations, both spanning 5 to 7: a documented hybrid semantic and full-text knowledge base with multilingual answers and an unanswered-questions API, and a REST API with webhooks, MCP, SSO and a native Shopify connection. Ticketing core scores cluster at 4: routing is real, with departments, round-robin, pooled mode and webhook custom assignment, but we found no public information on SLA timers, priorities, escalation chains or ticket search, and the terms apply uptime and response commitments only where expressly included in a subscription, SLA or order form. Customer data protection scored 3 to 4: an Article 28 DPA and a no-AI-training commitment appear on paper, but we found no public information on retention periods, audit logs or a published subprocessor list. Sovereignty scores spread 4 to 6 as judges weighed the documented self-hosted path against unstated cloud hosting; pricing transparency scored 1, with only a 14-day free trial, no credit card required, shown publicly.

**Speaks for it:**
- Hybrid semantic and full-text knowledge base with multilingual answers and an unanswered-questions API for spotting content gaps
- Documented REST API with Basic and JWT authentication, webhooks, MCP, SSO and a native Shopify connection, with rate limits stated as at least 200 requests per minute
- Genuine self-hosted path via Docker Compose, Kubernetes Helm and on-premises deployment, with local vector storage such as Qdrant
- Routing engine with departments in assigned or pooled mode, native round-robin, an unassigned pool and custom assignment via webhooks
- Article 28 GDPR Data Processing Agreement with stated controller and processor roles and a commitment not to train the vendor's general-purpose AI models on identifiable customer data

**Held against it:**
- Terms apply uptime commitments, service credits and support response times only where expressly included in a subscription, SLA or order form
- We found no public information on SLA timers, breach warnings, priorities, escalation chains or search across ticket bodies
- We found no public information on where the cloud service hosts data, a data-centre provider or a published subprocessor list
- We found no public information on a stated retention period, an audit log of who opened which ticket, redaction or attachment handling
- Developer documentation states it was last updated two to three years ago, and the change policy permits API modification without advance notice

**Best for:**
- You need the archive on your own infrastructure — Docker Compose, Kubernetes Helm and on-premises deployment behind the firewall, with local vector storage such as Qdrant, are documented
- Your engineering team builds its own tooling and wants a documented REST API with Basic and JWT authentication, webhooks and MCP to build against
- You want bot-led deflection — a Resolution bot type answering end users from the knowledge base before human involvement, with content gaps surfaced through unanswered questions

**Avoid if:**
- You need SLA management out of the box — the terms apply uptime commitments, service credits and support response times only where expressly included in a subscription, SLA or order form, and we found no public information on SLA timers, breach warnings or priorities
- You need agent telephony with call logging — the voice channel is documented as automated interaction without human intervention
- You depend on API stability — the change policy permits modification of API attributes and resources without advance notice

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price.

| Criterion | The Support Lead | The Agent Advocate | The Data Protection Officer | The Shop Operator | The Integrator | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Ticketing, queues & SLA | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 |
| Channels in one queue | 2.5/5 | 3/5 | 3/5 | 3/5 | 3/5 | 2/5 |
| Knowledge base & deflection | 3/5 | 3/5 | 3.5/5 | 2.5/5 | 3.5/5 | 3/5 |
| Customer data protection | 2/5 | 2/5 | 2/5 | 1.5/5 | 2/5 | 2/5 |
| Integrations & API | 3/5 | 3/5 | 3/5 | 2.5/5 | 3.5/5 | 2.5/5 |
| European sovereignty | 2/5 | 2/5 | 2.5/5 | 3/5 | 2.5/5 | 3/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **2.5/5** | **2.5/5** | **2.5/5** | **2.5/5** | **3/5** | **2.5/5** |

### The judges

- **The Support Lead** (v1.0): Runs a team of twelve against an SLA the sales team promised. Wants routing that reflects skill, timers that warn before they breach, and reporting she can take to a quarterly review. Reads "AI-powered" as a claim to be checked against the queue on a Monday morning.
- **The Agent Advocate** (v1.0): Has answered tickets for six years and judges every tool by the hundredth reply, not the first. Wants search that finds the old thread, macros that save real keystrokes, and one screen rather than four tabs. Treats agent-activity dashboards as a smell.
- **The Data Protection Officer** (v1.0): Sees a ticket archive for what it is: years of personal data customers typed themselves, including the things they should not have. Wants retention that executes, redaction, an audit of who read what, and an answer on whether vendor support can open a ticket.
- **The Shop Operator** (v1.0): Handles "where is my parcel" at volume and needs the order in front of the agent without a second login. Judges omnichannel by whether WhatsApp and the shop actually land in one queue, and deflection by whether the ticket count falls in December.
- **The Integrator** (v1.0): Has to wire the helpdesk into a CRM, a shop and an identity provider that all predate it. Wants a documented API with rate limits, webhooks that retry, SCIM, and a sandbox. Reads a partner-contact form on an integrations page as a missing API.
- **The Skeptic** (v1.0): Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Ownership | Not determined | — | — |
| Data residency | Not determined | — | — |
| Subprocessors | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- AI transparency: yes [S2]
- DPA: Article 28 GDPR · yes [S2]
- DPA exists: yes [S3]
- Dsa notice action: yes [S2]
- GDPR: yes [S1]
- GDPR: yes [S2]
- GDPR: yes [S4]
- GDPR framework: yes · yes [S3]
- Privacy by design:  [S3]
- Privacy policy URL: https://tiledesk.com/privacy-html/ [S2]
- Referenced regulations: GDPR 2016/679 · DSA 2022/2065 · AI Act 2024/1689 [S2]

**Data**
- Deletion after termination: yes [S2]
- Export on termination: yes · yes [S2]
- No AI training customer data: no [S2]
- Retention obligation: yes [S2]

**Hosting**
- Deploy on premise open core: on-premise deployment with open core, no vendor lock-in [S1]
- Deployment options: cloud-hosted · self-managed · on-premises [S2]
- Docker compose distribution: yes [S6]
- Kubernetes helm distribution: yes [S6]
- On premise: on-premises deployment behind firewall [S1]
- Self hosted endpoint: localhost/api/ · ${YOUR_SERVER_HOST}/api/ · yes [S6]

**Integrations**
- API endpoints list: Authentication · Requests · Leads · Messages · Activities · Projects · Team · ChatBot · Management [S12]
- API first: MQTT APIs and REST APIs for HITL, RAGs [S1]
- API versions: v3 [S12]
- API webhook mcp: yes · yes · yes [S2]
- API webhook sources: yes · yes [S9]
- Auth methods: Basic Authentication · JWT Authentication [S12]
- Base URL: https://api.tiledesk.com [S12]
- Change policy: no [S12]
- Json only: yes [S12]
- Openai: native [S4]
- Rate limit: HTTP 429 Too Many Requests · 200 [S12]
- Replit forkable app: A forkable Replit app "agent-handoff [S6]
- Rest API: yes [S12]
- Rest API last updated: REST APIs docs last updated 3 years ago [S11]
- Rest API sections: REST APIs documented across Introduction, Authentication, Requests, Leads, Messages, Activities, Projects, Team, User, Analytics, Canned responses, Tags, Events, Jwt, Labels, Files, Segments, Chatbots, Knowledge Bases, Management Api [S11]
- Self connected third party: yes [S2]
- Ssl only: yes · yes [S12]
- Status codes: 400 · 200-300 · 503 [S12]
- Tech stack compatibility: integrates with live agent consoles and VoIP systems [S1]
- Timestamp format: ISO8601 · UTC [S12]
- Voip live agent: live agent consoles · VoIP systems [S4]
- Webhooks management: Webhooks are managed under Settings > Project Settings > Developer section [S6]

**Legal**
- B2b scope: yes [S2]
- Confidentiality duration: 3 [S2]
- Controller processor roles: Article 28 GDPR · yes [S3]
- Entity: LE – 342169 · IT05103590757 · Tiledesk S.r.l. · Via Fratelli Bandiera 17, 73010 Soleto (LE), Italy · Italy [S3]
- Entity: LE 342169 · IT05103590757 · Corso Principe di Piemonte 19/21, 73013 Galatina (LE) · Tiledesk S.r.l. [S1]
- Entity: Tiledesk S.r.l. · 05103590757 · Italy · Soleto Lecce, street Fratelli Bandiera 17, Italy [S2]
- Entity: LE 342169 · IT05103590757 · Tiledesk S.r.l. [S9]
- Entity: LE 342169 · IT05103590757 · Tiledesk S.r.l. [S4]
- Governing law: Italian law and applicable European Union law [S2]
- Ip indemnity: yes [S2]
- Jurisdiction: courts of Lecce, Italy [S2]
- Liability cap: fees paid for affected Service in preceding 12 months [S2]
- Registered office: Corso Principe di Piemonte 19/21, 73013 Galatina (LE) · Via Fratelli Bandiera 17, 73010, Soleto (LE) [S4]
- Terms version: General Terms and Conditions, version October 2026 [S2]
- Warranty: yes [S2]

**Pricing**
- Auto renewal annual: yes · 30 [S2]
- Auto renewal monthly: yes [S2]
- Free tier governed: yes [S2]
- Non cancellable commitment: no [S2]
- Suspension nonpayment days: 15 [S2]
- Trial: 14 · yes · no [S1]
- Usage overage: yes [S2]
- VAT exclusive: no [S2]

**Product**
- Agentic rag: multiple sequential RAGs with routing and guardrails [S1]
- AI agents: yes · AI Agents and conversational assistants [S2]
- AI copilot: AI copilot for human agents [S1]
- Analytics: yes · analytics, monitoring and reporting [S2]
- API doc recency: Knowledge Bases API documentation page last updated 2 years ago. [S10]
- Ask to kb action: yes [S9]
- Assignment modes: Routing rules can be set to "Assigned" (default) or "Pooled" mode per department [S6]
- Bot department attachment: Activating a bot attaches it to the Default Department, making it available to end users [S6]
- Bot type resolution: "Resolution" is an available bot type [S6]
- Code action: code action in flows [S1]
- Content formats: PDF · DOC · HTML · Markdown [S9]
- Content sync: yes · yes [S9]
- Custom assignment via webhooks: Custom request assignment to a specific agent can be implemented via webhooks [S6]
- Debugger: MQTT-based real-time debugger [S1]
- Default assignment selects first teammate: Sample code queries all teammates and selects the first one for assignment [S6]
- Ecommerce assistant: Shopify integration with catalog sync, carousels, cart building [S1]
- Embed widget: embeddable customizable web widget [S1]
- Human in the loop: smart handoff to human agents with full context [S1]
- Hybrid search: hybrid full-text + semantic search [S1]
- Hybrid search: yes · yes · yes [S9]
- Industry solutions: Manufacturing · Public & Education · Technology & Telecom · Finance & Insurance · Commercial & Retail · Healthcare & Wellbeing · Travel & Hospitality · Professional Service [S1]
- Kb APIs: native Knowledge base APIs for upload/query [S1]
- Kb tunable parameters: knowledge base selection · hybrid search percentage · LLM model · temperature · system context [S9]
- Knowledge base: multiple knowledge bases with fallbacks and guard rails [S1]
- Knowledge base: Knowledge Base: semantic and hybrid RAG engine [S9]
- Knowledge base API: Developer documentation covers a Knowledge Base REST API area with sub-resources: Knowledge Base, Contents, Question & Answer, Unanswered Questions. [S10]
- Llm integration: yes · integration with large language models [S2]
- Llm tags analytics: LLM tags analytics [S1]
- Model agnostic: model agnostic [S1]
- Multi agent: multiple AI agents chained mid-conversation via Replace Bot action [S1]
- Multi channel support: web · voice · facebook_messenger · whatsapp · sms · email [S1]
- Multichannel: web chat · messaging applications · email · voice [S2]
- Multichannel documentation: Tiledesk developer documentation includes a 'Multi Channel Message Flow' page under Architecture, referenced by image 'tiledesk-multi-channel 001' [S7]
- Multichannel page last updated: The Multi Channel Message Flow documentation page states 'Last updated 3 years ago' [S7]
- Multilingual answers: yes [S9]
- Native assignment logic: round robin algorithm through available agents in a specified department [S6]
- On premise: open core, on-premise · yes [S4]
- Open source: open source [S1]
- Open source models: LLAMA · Mistral [S1]
- Opensource components: yes [S2]
- Platform capability: Platform for designing, configuring, deploying and managing digital communication services, AI Agents and automated business processes [S2]
- Prompt chains: no-code visual prompt chains [S1]
- Rag knowledge bases: yes · knowledge bases and RAG [S2]
- Self learning: self-learning: extracted knowledge auto-integrated into knowledge base [S1]
- SSO: Single Sign-On (SSO) integration [S1]
- SSO: yes [S4]
- Unassigned pool: Requests with no participant agents are in the Unassigned queue (the "pool") [S6]
- Vector store: local vector storage e.g. Qdrant [S1]
- Visual designer: visual flow designer with prompts and MCP tools [S1]
- Webhook request update event: Webhook receives a "request.update" event when a request is updated [S6]
- Whatsapp broadcasts: WhatsApp inbound & outbound automation, template broadcasts [S1]
- Workflow design: yes · visual and natural-language workflow design [S2]

**Subprocessors**
- Allowed: yes [S2]

**Support**
- Community: community forum · YouTube tutorials · GitHub · partner program [S1]
- Modified software: no [S2]
- No default uptime guarantee: no [S2]
- SLA conditional: no [S2]

## Questions

### Is Tiledesk European?

Not determined: the vendor’s pages as captured do not say where Tiledesk is based.

### Where does Tiledesk store data?

Not stated on the vendor’s pages as of 27 Oct 2026.

### Does Tiledesk have a free plan?

Not stated on the vendor’s pages as of 27 Oct 2026.

### What are the best alternatives to Tiledesk?

As of 27 Oct 2026, the panel rates [Zendesk (3.5/5)](https://whats-best.ai/software/customer-service/zendesk), [HubSpot Service Hub (3/5)](https://whats-best.ai/software/customer-service/hubspot-service-hub) and [Crisp (3/5)](https://whats-best.ai/software/customer-service/crisp) highest among the other 32 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [Zammad](https://whats-best.ai/software/customer-service/zammad) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Tiledesk alternatives](https://whats-best.ai/software/customer-service/tiledesk/alternatives).

## What this page leaves out

- 5 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 3 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 hosting fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 pricing fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 sovereignty dimension could not be confirmed on the vendor’s own pages and is shown as unknown.

## Sources

- [S1] Vendor page: https://tiledesk.com (checked 2026-10-27)
- [S2] Terms of service — found from the homepage: https://tiledesk.com/termsofservice/ (checked 2026-10-27)
- [S3] Privacy policy — found from the homepage: https://tiledesk.com/privacy-html/ (checked 2026-10-27)
- [S4] Security / trust page — found from the homepage: https://tiledesk.com/tiledesks-commitment-to-security/ (checked 2026-10-27)
- [S5] Ticketing, queues & SLA — found from sitemap: https://tiledesk.com/conversational-ticketing/ (checked 2026-10-27)
- [S6] Ticketing, queues & SLA — found from sitemap: https://developer.tiledesk.com/apis/tutorials/webhooks/custom-assignment-pooled (checked 2026-10-27)
- [S7] Channels in one queue — found from sitemap: https://developer.tiledesk.com/architecture/multi-channel (checked 2026-10-27)
- [S8] Channels in one queue — found from sitemap: https://developer.tiledesk.com/apps/external-channels-integration-flow (checked 2026-10-27)
- [S9] Knowledge base & deflection — found from sitemap: https://tiledesk.com/features/tiledesk-knowledge-base-semantic-hybrid-rag-engine-2/ (checked 2026-10-27)
- [S10] Knowledge base & deflection — found from sitemap: https://developer.tiledesk.com/apis/rest-api/knowledge-bases (checked 2026-10-27)
- [S11] Integrations & API — found from sitemap: https://developer.tiledesk.com/apis/rest-api (checked 2026-10-27)
- [S12] Integrations & API — found from sitemap: https://developer.tiledesk.com/apis/rest-api/introduction (checked 2026-10-27)

---

Cite as: whats-best.ai, "Tiledesk — Customer Service & Helpdesk", AI panel analysis, as of 2026-10-27. https://whats-best.ai/software/customer-service/tiledesk

Corrections: https://whats-best.ai/correct/1069?target=page