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Customer Service & Helpdesk

Tiledesk

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Panel rating · 6 judges · How to read the stars

Category median

Sovereignty: not determined

0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.

by Tiledesk · tiledesk.com

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Tiledesk: AI-assisted analysis on whats-best.ai Tiledesk: AI-assisted analysis on whats-best.ai (dark)

Add ?theme=dark to the image address for dark backgrounds. The badge shows the category and the month of the latest evaluation, and EU-Made where that is the product’s provenance. It never shows a score.

Tiledesk 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
Panel verdict
The AI panel rates Tiledesk 2.5/5, the mean of 6 judges. 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. how scores are made
As of
Vendor pages captured 27 Oct 2026; evaluated by the panel 27 Oct 2026. all sources

Tiledesk alternatives, European ones first →

Read this page as one judge. Each weighs the same scores by what they care about.

The Skeptic

Weighted verdict

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.

Same scores as the panel view — this lens weights them the way this judge cares.

Scored by The Skeptic

Panel median The Skeptic This judge’s scores over the panel median. Each label opens its reasoning below.
Scores per criterion, in stars out of 5
Criterion Panel median The Skeptic
Ticketing, queues & SLA 2 of 5 2 of 5
Channels in one queue 3 of 5 2 of 5
Knowledge base & deflection 3 of 5 3 of 5
Customer data protection 2 of 5 2 of 5
Integrations & API 3 of 5 2.5 of 5
European sovereignty 2.5 of 5 3 of 5

Ticketing, queues & SLA

How this is scored

The engine: how work is routed, prioritised, escalated and measured — and whether an agent can find the ticket they need among ten thousand.

0 — A shared mailbox with labels; no ownership, no status model, no history beyond the thread.

3 — Tickets with assignment and open/closed status, but routing is manual, there are no SLA timers and search covers subject lines only.

5 — Queues with rules-based routing, priorities, a working status model, SLA timers with breach warnings, and full-text search across ticket bodies.

8 — Business-hours-aware SLA policies per queue or customer, escalation chains, macros and triggers, merge and split, and reporting on first-response and resolution time by agent and queue.

10 — The workload is managed rather than merely tracked: capacity-aware assignment, SLA per contract with reporting an account manager could show a customer, audit of every status change, and search that finds the ticket from a half-remembered phrase.

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The Skeptic

Departments with round-robin and pooled assignment, an unassigned pool and per-department defaults are documented, and canned responses, tags and analytics appear as API resources. We found no public information on SLA timers, breach warnings, priorities, escalation chains or search across ticket bodies. The terms state that uptime commitments, service credits and support response times apply only where expressly included in the relevant subscription, SLA or order form, and custom assignment is left to webhook code the buyer writes. 2 6 11

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Channels in one queue

How this is scored

Email, chat, phone, portal, messengers and social — judged on what actually lands in the same queue with the same history, not on how many channel logos the marketing page carries.

0 — Email only.

3 — Email plus one more channel, but the second lives in its own inbox: no shared history, and a customer who switches channel starts again.

5 — Email, a web form or portal and live chat all landing as tickets in one queue, with the customer's history visible whichever channel they used.

8 — The above plus telephony integration with call logging, at least one messenger (WhatsApp, Signal or similar) with its consent handling stated, and a customer portal where a requester can see their own tickets.

10 — Channel is an implementation detail: every channel including voice and messengers writes to one conversation with one history, agents answer from one screen, and the customer can move between channels mid-issue without repeating themselves.

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The Skeptic

The marketing page counts six channels — web, voice, Facebook Messenger, WhatsApp, SMS and email — but voice is described as automated interaction without human intervention, and we found no public information on telephony call logging, a customer portal or messenger consent handling. The developer page titled Multi Channel Message Flow was last updated three years ago and the captured content is no more than its title and an image reference. Nothing captured confirms that a customer's history follows them across channels, though a shared request and assignment model across departments is documented. 1 2 6 7

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Knowledge base & deflection

How this is scored

Whether the product reduces the number of tickets as well as organising them: public help centre, article workflow, suggestions to agents and to customers.

0 — No knowledge base; answers live in agents' heads and old tickets.

3 — A basic article list, public or internal, with no editorial workflow, no versioning and no link between articles and tickets.

5 — A searchable public help centre with categories, draft and publish states, and agents able to insert an article into a reply.

8 — Article suggestions to the customer before they submit and to the agent while they answer, multilingual articles, review dates that flag stale content, and reporting on which articles deflect.

10 — Knowledge is a managed asset: gaps identified from unanswered tickets, article performance measured against ticket volume by topic, versioned content with approval, and deflection reported as a number the team can act on.

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The Skeptic

Deflection is bot-shaped and evidenced: a Resolution bot type answers end users from the knowledge base before a human is involved, the AI copilot provides suggestions, relevant articles and contextual summaries to agents, and answers are multilingual. An unanswered-questions API exists to surface gaps, which is more than most show. We found no public information on editorial workflow, versioning, review dates, deflection reporting, or a human-facing public help centre — the knowledge base is presented entirely as a RAG engine feeding bots. 1 6 9 10

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Customer data protection

How this is scored

A ticket archive is personal data written by the data subject. Retention, deletion, access control, subject rights, and what the vendor does with attachments — judged on what executes rather than what is promised.

0 — No retention policy stated, no deletion path, agents all see everything, and no DPA is published.

3 — A DPA on request and coarse roles; deletion is described as something the customer arranges, and there is no stated retention period.

5 — A signable DPA published, configurable agent roles and queue-level visibility, a stated retention period, and deletion of a requester's data that can actually be executed.

8 — Automatic retention rules per queue or data category, attachment handling stated, an audit log of who opened which ticket, documented support for access and erasure requests, and pseudonymisation or redaction of ticket content.

10 — Built for a data-protection audit: retention executed and evidenced per category, field-level redaction, full audit trail, subprocessor list published, and the vendor's own support access to customer instances documented and consent-gated.

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The Skeptic

A Data Processing Agreement pursuant to Article 28 is referenced as governing the processing, the controller and processor split is stated, deletion or anonymisation after termination is described, and the terms commit to not using identifiable customer data to train the vendor's own general-purpose AI models. What executes is less clear: we found no public information on a stated retention period, an audit log of who opened which ticket, redaction of ticket content, attachment handling or a published subprocessor list. Access control rests on a single 'advanced user permissions' line on the security page. 2 3 4

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Integrations & API

How this is scored

The systems a helpdesk has to reach — CRM, shop, order management, identity — and whether the API is documented for building or gated behind a partner conversation.

0 — No API and no named integrations; context is copied in by hand.

3 — A handful of native integrations and a read-mostly API, with no webhooks and no documented rate limits.

5 — Named integrations for common CRM and shop systems, a documented REST API with keys, webhooks for the core ticket events, and SSO.

8 — Maintained bidirectional integrations, customer context from other systems shown inside the ticket, SCIM provisioning, documented rate limits and a sandbox.

10 — A component rather than a destination: versioned API with a deprecation policy, event streaming both directions, an app framework for in-ticket extensions, and integrations the vendor maintains rather than lists.

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The Skeptic

The REST API is documented with authentication methods, JSON-only and SSL-only rules, status codes and rate limits of at least 200 requests per minute answered by HTTP 429; webhooks fire on request updates, MCP is offered, and SSO plus native OpenAI and Shopify integrations are named. The main REST documentation page states it was last updated three years ago and the knowledge base API page two years ago, and the change policy allows the API's attributes and resources to be modified without advance notice. We found no public information on SCIM provisioning, a sandbox or a named CRM connector, and the VoIP claim is a marketing sentence rather than a documented integration. 1 4 10 11 12

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European sovereignty

How this is scored

Where the ticket archive lives, who the contracting entity is, which subprocessors touch it, and whether vendor support can read customer data. Independently sourced by the sovereignty pipeline; scored here as this buyer weighs it.

0 — Non-EU vendor and contracting entity, hosting unstated or non-EU, subprocessors unnamed.

3 — EU hosting offered as an option while the contracting entity is non-EU, or the subprocessor list is absent.

5 — EU hosting as standard and an EU contracting entity, but parts of the chain — support tooling, analytics, AI features — are non-EU without an explained safeguard.

8 — EU or DACH hosting with a named data-centre provider, EU contracting entity, full subprocessor list published, and any non-EU processing named with its legal basis.

10 — Sovereign end to end and evidenced: vendor, entity, hosting and every subprocessor in the EU, certification published, and a self-hosted or private-cloud option for buyers who need the archive on their own infrastructure.

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The Skeptic

The contracting entity is Tiledesk S.r.l. with an Italian VAT number, Italian governing law and exclusive jurisdiction in the courts of Lecce, under GDPR and the Italian privacy code. The self-hosted path is more than a claim: Docker Compose and Kubernetes Helm distributions and local vector storage such as Qdrant are documented, which puts the archive on the buyer's own infrastructure. For the cloud path we found no public information on hosting location, a named data-centre provider, a subprocessor list or certification. 1 2 3 6 9

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Pricing transparency not rated — the vendor publishes no price

How this is scored

Whether a support lead can compute the real annual invoice for their agent count — including the channels and features they actually need — from public pages alone.

0 — No public prices at all; every tier is a sales conversation.

3 — A per-agent headline exists, but the tier where the needed channel or SLA feature begins is unstated, or light-agent and contact limits are not mentioned.

5 — Per-agent prices public for the main tiers with billing period stated, but at least one commonly needed capability (telephony, messengers, SLA policies) sits in an unpriced bundle.

8 — Every tier and add-on priced publicly with per-agent maths, billing period, minimum term and VAT treatment stated; only genuinely custom enterprise work lacks a number.

10 — Complete price computability: a calculator or table producing the annual invoice for a given agent count and channel selection, including usage-metered channels and overage.

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The Skeptic

The only number we found in public is '14-day free trial No credit card required Cancel anytime'; we found no public information on per-agent prices, tier names, or the tier where any channel or SLA feature begins, so an annual invoice cannot even be started. The terms supply commercial small print with no figures: fees are exclusive of VAT, monthly and annual subscriptions auto-renew, non-renewal needs thirty days' notice, commitments are non-cancellable mid-term, and suspension can follow fifteen days unpaid. We found no public information on whether the AI copilot or the human handoff is included or metered in any tier. 1 2

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European sovereignty — proven facts

0 of 4 dimensions proven

Built only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.

Ownership Not determined — uncited Report an error
Data residency Not determined — uncited Report an error
Subprocessors Not determined — uncited Report an error

Questions about Tiledesk

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), HubSpot Service Hub (3/5) and Crisp (3/5) 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 (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: Tiledesk alternatives.

Where this could be wrong

What we left out

A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.

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Sources (12)

The pages every claim on this page was read from — each one checked, dated, and kept verifiable.

  1. 1 Vendor page tiledesk.com Checked 27 Oct 2026 Details →
  2. 2 Terms of service — found from the homepage tiledesk.com Checked 27 Oct 2026 Details →
  3. 3 Privacy policy — found from the homepage tiledesk.com Checked 27 Oct 2026 Details →
  4. 4 Security / trust page — found from the homepage tiledesk.com Checked 27 Oct 2026 Details →
  5. 5 Ticketing, queues & SLA — found from sitemap tiledesk.com Checked 27 Oct 2026 Details →
  6. 6 Ticketing, queues & SLA — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →
  7. 7 Channels in one queue — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →
  8. 8 Channels in one queue — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →
  9. 9 Knowledge base & deflection — found from sitemap tiledesk.com Checked 27 Oct 2026 Details →
  10. 10 Knowledge base & deflection — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →
  11. 11 Integrations & API — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →
  12. 12 Integrations & API — found from sitemap developer.tiledesk.com Checked 27 Oct 2026 Details →