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eDesk vs Tidio Comparison (2026)
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Good recommendations?
Overview
eDesk’s AI-powered customer service software is designed specifically for eCommerce businesses, to take the complexity out of managing multiple marketplaces, webstore and social media support.
Tidio is a customer service suite with help desk, live chat, chatbot, and AI agent options. Lyro, it's conversional AI chatbot, is capable of resolving up to 64% of incoming issues. Sign up for a free 7-day trial.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.4
71
5
4
3
2
1
42
20
6
2
1
- Value for money
- Ease of use
- Features
- Customer support
69%
would recommend this app4.7
590
5
4
3
2
1
467
101
15
2
5
- Value for money
- Ease of use
- Features
- Customer support
85%
would recommend this appPros
“Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. .”
LD
Loic D.
European Sales Manager
“After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.”
FC
Frank C.
CEO
“Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place”
VK
Viktor K.
Manager
Pros
“The live chat helps users instantly ask queries about admissions, fees, results, timetables, and login issues.”
MD
Monika D.
Software Engineer
“It automates FAQs, integrates seamlessly, tracks interactions, and provides detailed analytics for optimized sales.”
EF
Edward F.
Sales Operations Manager
“You can also customize these autoflows to suit your business needs, such as sending messages, updating orders, or setting appointment reminders.”
KS
KRISANPAL S.
Digital Marketing Executive
Cons
“No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first.”
JS
Jake S.
Partnet
“Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price.”
JS
Jake S.
Partnet
“Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.”
FC
Frank C.
CEO
Cons
“The email integration doesn't seem to want to work, I set it up as per the instructions but the emails never end up in Tidio although it is showing up in my coporate account.”
WH
Wadhah H.
Founder
“I think the least stuff that I like, maybe is that a little complicate to match information using a website, For example in my website couldn't match the subcategory of products, but”
LR
LUIS R.
Marketing and Branding Coordinator
“I was promised a free upgrade to help promote the product, but after multiple follow-ups, I never received a reply from the partner or support team.”
CJ
Calvin J.
Marketer
- Vendor responds to reviews
- Last review2 years ago
- Vendor responds to reviews
- Last review7 months ago
Key features
- Total features74
- A/B Testing
- AI
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- Appointment Scheduling
- Assignment Management
- Attachments/Screencasts
- Audience Targeting
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automated response
- Autonomous Task Execution
- Autoresponders
- Batch Communications
- Business Process Automation
- CRM
- CRM Integration
- Calendar Management
- Call Center Management
- Call Recording
- Call Routing
- Campaign Management
- Campaign Segmentation
- Canned Responses
- Case Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Communication Management
- Communications Strategy Development
- Compliance Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Contextual Guidance
- Control
- Conversation Archiving
- Conversation Intelligence
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Accounts
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Customization Interface
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Storage Management
- Data Visualization
- Decision Making
- Document Management
- Document Storage
- Drag & Drop
- Drip sequences
- Email Automation
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Sales Teams/Organizations
- For Sales/Marketing
- For eCommerce
- Gamification
- Generative AI
- Geotargeting
- Group Messaging
- Help Desk Management
- Human Handover
- IVR
- Inbound Identification
- Inbox Management
- Integrations
- Intelligent Routing
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Inventory Management
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Management
- Language
- Language Detection
- Lead Capture
- Lead Development
- Lead Distribution
- Lead Gathering
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Learning
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Menu bars
- Mobile Access
- Mobile App
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multi-Store
- Multi-step Planning
- Multiple Data Sources
- Natural Language Interaction
- Natural Language Processing
- Notifications
- Offline Form
- On-Demand Communications
- One-to-One Messaging
- Open Listening
- Order Management
- Order Tracking
- Other
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Assistance
- Proactive Chat
- Product Recommendations
- Profiles
- Query Suggestions
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Real-time Conversations
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Returns Management
- Reviews Management
- Role-Based Permissions
- Role-based access
- Route To Human
- SSL Security
- Sales Conversion
- Sales Order Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shipping Management
- Social Media Integration
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Templates
- Third-Party Integrations
- Ticket Management
- Visual Analytics
- Workflow Management
- Total features180
- A/B Testing
- AI
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- Appointment Scheduling
- Assignment Management
- Attachments/Screencasts
- Audience Targeting
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automated response
- Autonomous Task Execution
- Autoresponders
- Batch Communications
- Business Process Automation
- CRM
- CRM Integration
- Calendar Management
- Call Center Management
- Call Recording
- Call Routing
- Campaign Management
- Campaign Segmentation
- Canned Responses
- Case Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Communication Management
- Communications Strategy Development
- Compliance Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Contextual Guidance
- Control
- Conversation Archiving
- Conversation Intelligence
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Accounts
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Customization Interface
- Dashboard
- Data Extraction
- Data Import/Export
- Data Security
- Data Storage Management
- Data Visualization
- Decision Making
- Document Management
- Document Storage
- Drag & Drop
- Drip sequences
- Email Automation
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Sales Teams/Organizations
- For Sales/Marketing
- For eCommerce
- Gamification
- Generative AI
- Geotargeting
- Group Messaging
- Help Desk Management
- Human Handover
- IVR
- Inbound Identification
- Inbox Management
- Integrations
- Intelligent Routing
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Inventory Management
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Management
- Language
- Language Detection
- Lead Capture
- Lead Development
- Lead Distribution
- Lead Gathering
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Learning
- Live Chat
- Machine Learning
- Macros/Templated Responses
- Menu bars
- Mobile Access
- Mobile App
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multi-Store
- Multi-step Planning
- Multiple Data Sources
- Natural Language Interaction
- Natural Language Processing
- Notifications
- Offline Form
- On-Demand Communications
- One-to-One Messaging
- Open Listening
- Order Management
- Order Tracking
- Other
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Assistance
- Proactive Chat
- Product Recommendations
- Profiles
- Query Suggestions
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-time Consumer-facing Chat
- Real-time Conversations
- Regulatory Compliance
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Returns Management
- Reviews Management
- Role-Based Permissions
- Role-based access
- Route To Human
- SSL Security
- Sales Conversion
- Sales Order Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shipping Management
- Social Media Integration
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Templates
- Third-Party Integrations
- Ticket Management
- Visual Analytics
- Workflow Management
Integrations
- Total integrations22
- Adobe Commerce
- AfterShip
- Agile CRM
- Aircall
- BigCommerce
- Brevo
- Brightpearl
- Campaign Monitor by Marigold
- Capsule
- ChannelEngine
- Drupal
- Ecwid
- FreshBooks
- GetResponse
- Gmail
- Google Analytics 360
- Highrise
- HubSpot CRM
- Jimdo
- Joomla
- Klaviyo
- Kommo
- Linnworks
- MailerLite
- Meta for Business
- Microsoft Outlook
- Mirakl
- Netskope One Platform
- Nimble
- Omnisend
- OpenCart
- Pipedrive
- PrestaShop
- ProProfs Knowledge Base
- Rithum
- SITE123
- Shift4
- Shift4Shop
- ShipStation
- Shippingbo
- Shopify
- Shopify Plus
- Shopware
- Squarespace
- Twitter/X
- UserVoice
- Veeqo
- Webydo
- Weebly
- Wix
- WooCommerce
- WordPress
- Zendesk Sell
- Zendesk Suite
- Zoho CRM
- Total integrations43
- Adobe Commerce
- AfterShip
- Agile CRM
- Aircall
- BigCommerce
- Brevo
- Brightpearl
- Campaign Monitor by Marigold
- Capsule
- ChannelEngine
- Drupal
- Ecwid
- FreshBooks
- GetResponse
- Gmail
- Google Analytics 360
- Highrise
- HubSpot CRM
- Jimdo
- Joomla
- Klaviyo
- Kommo
- Linnworks
- MailerLite
- Meta for Business
- Microsoft Outlook
- Mirakl
- Netskope One Platform
- Nimble
- Omnisend
- OpenCart
- Pipedrive
- PrestaShop
- ProProfs Knowledge Base
- Rithum
- SITE123
- Shift4
- Shift4Shop
- ShipStation
- Shippingbo
- Shopify
- Shopify Plus
- Shopware
- Squarespace
- Twitter/X
- UserVoice
- Veeqo
- Webydo
- Weebly
- Wix
- WooCommerce
- WordPress
- Zendesk Sell
- Zendesk Suite
- Zoho CRM
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