Tiledesk

The Agent Advocate

Departments with round-robin assignment, an unassigned pool, canned responses in the API, and the ability to code your own assignment logic through webhooks give this a real engine underneath, not a shared mailbox. But we found no public information on SLA timers, breach warnings, priorities, escalation chains, merge and split, or full-text search across ticket bodies, and the terms state that uptime and response commitments apply only where expressly included in the relevant subscription. That lands between basic assignment and a properly managed queue, on the honest side of the middle. 6 2 11

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The Agent Advocate

Web chat, email, WhatsApp with inbound and outbound automation, Messenger, SMS and voice are all named, and the developer documentation includes a multi-channel message flow page suggesting these feed one system with shared lead and conversation records. What would make channel an implementation detail — telephony with call logging, a requester portal, stated consent handling for messengers — we found no public information on, and the multi-channel architecture page was last updated three years ago. 1 2 7 4

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The Agent Advocate

The knowledge base is a genuine hybrid retrieval engine — full-text combined with semantic search, PDFs and Markdown ingested, multilingual answers, real-time or scheduled syncs — and the copilot surfaces relevant articles while an agent answers, with unanswered questions tracked as a resource for spotting gaps. We found no public information on an editorial workflow, versioning, review dates for stale content, or deflection reported as a number the team can act on. 9 1 10

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The Agent Advocate

A Data Processing Agreement governed under Article 28, clearly stated controller and processor roles, privacy by design, no training of the vendor's own AI models on identifiable customer data, and deletion or anonymisation after termination are real commitments on paper. But we found no public information on a stated retention period, an executable per-requester deletion path, audit logs of who opened which ticket, or redaction of ticket content; permissions are described only as "advanced user permissions" and the customer is responsible for exporting its data before termination. 2 3 4

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The Agent Advocate

The REST API is documented in depth — JSON and SSL only, Basic and JWT authentication, versioned endpoints, rate limits stated as at least 200 requests per minute, webhooks on request events — and Shopify, OpenAI, MCP and SSO are all named. Against that, we found no public information on CRM integrations or SCIM provisioning, the documented change policy permits modification of the API without advance notice, and the API documentation was last updated three years ago, which is a maintenance smell. 12 11 4 1

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The Agent Advocate

The contracting entity is Tiledesk S.r.l. with Italian VAT and REA numbers, registered offices in Soleto and Galatina, governed by Italian and EU law with exclusive jurisdiction in Lecce — a clearly European vendor — and Docker Compose, Kubernetes and local vector storage options let a buyer keep the archive on their own infrastructure. But we found no public information on where the cloud service hosts customer data, and no published subprocessor list, so the chain beyond the vendor itself is dark. 9 2 1 6

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The Agent Advocate

We found no public price figures on the captured pages — no per-agent number, no tier prices, no add-on prices — so a support lead cannot compute an annual invoice of any kind. What is public is the mechanics around the price: a 14-day free trial with no credit card required, fees exclusive of VAT, annual auto-renewal with 30 days' non-renewal notice, possible overage charges, and suspension of service after fifteen days unpaid. 1 2

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