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About Tiledesk

No-code platform enhancing customer engagement and aiding support teams. Design flows, automate tasks, use AI for human-like response.

Learn more about Tiledesk

Pros:

It is a cost-effective tool but needs lots of improvement.

Cons:

Setting up a self instance was complicated. I'll leave that to the pros.

Tiledesk ratings

Average score

Ease of Use
4.5
Customer Service
4.4
Features
4.4
Value for Money
4.5

Likelihood to recommend

8.7/10

Tiledesk has an overall rating of 4.5 out 5 stars based on 147 user reviews on Capterra.

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Filter reviews (147)

Brian
Brian
Digital Marketing Specialist in US
Verified LinkedIn User
Consumer Goods, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Meeting all customer services at your comfort.

5.0 2 years ago

Comments: Great experience with this platform when it comes to customer services for many reasons it's friendly and much easy to access. Engagement with our customers has made marketing and campaigns reliable.

Pros:

Chat and communication bot has easy to use features a very fast search engine.Contacting customers is way easier on this tool.A wide platform for online meetings and enhancing marketing.

Cons:

This service desk has been our day to day help for customer services from vendors and to our customers. Absolutely nothing to dislike this far.

Frinto
Manager-Operations in India
Management Consulting, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

All in one open source chat software for promoting customer engagement and interaction !

5.0 2 years ago

Comments: Overall, it's a great product to use and experience. Wonderful functionalities with extreme usability for achieving this at its best. level of Customer engagement and interaction has attained a different level of exposure and rapport due to this. The platform is dynamic and keep offering lot of features and utilities for using this full fledge in full capacity. Its chatting features and chatbot capabilities are fantastic and there is lot of word of mouth marketing everywhere.

Pros:

The features inbuilt in this free open source chat software is just amazing. It is equipped with Chatbots which facilitates live chatting seamlessly without any trouble. Their Live chat service is available in local languages 24/7 which is quite useful for our vertical dealing with training pan india where training requirement calls from pan india are being engaged and queries are addressed properly with complete evidence and recording. Also, we are using their smart AI driven chat bot service for engaging with our vendors, partner and clients to establish better relation and move together constructively. Highly reliable and stable software as it never shows any sign of shut down or slowdown which is awesome. Through their unified messaging service, we are attaining the best in class timebound chat services and our clients are happy. Customer service is our prime motto and we are achieving this through Tiledesk.

Cons:

Well, there is no problem in the software as such. Though, we request for bringing some annual subscription models with low, medium and premium pricing involvement so that customer segregation and category can be differentiated easily and their unique /customized requirement can be fulfilled with special focus and attention. It should be researched first and then after analyzing primary and secondary data and then pulling some insights can help in achieving this.

Gabriele
Freelance Developer in Italy
Computer Software, Self Employed
Used the Software for: 1-5 months
Reviewer Source

ReviewTiledesk

3.0 2 years ago

Comments: The experience on TileDesk was excellent, although the platform is still undergoing a major evolution, because the excellent customer support is combined with a clear user dashboard and basic but super easy to integrate features

Pros:

The thing I liked most about TileDesk was the outstanding customer support

Cons:

The thing I liked least about TileDesk was the lack of possibility to integrate the scrollable sliders among the contents to show in the chatbot messages

Ankur
Credit Analyst in India
Financial Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Best-in-class open source communication software for client and customer engagement !

5.0 2 years ago

Comments: Good so far. No trouble in integration or deployment. Quite mature software for managing business through continuous messaging and live chat service in streamlined manner.

Pros:

AI powered live chat facility is one of the best features for automated customer engagement. All different WhatsApp business for different verticals is managed and integrated with Tilesdesk and ensure real time complete flow of information end to end. Unified message service and complete ticketing management for resolving queries and issues in timely manner.

Cons:

More customisation are welcome and we request for incorporation of diversified templates so that we may gave beteer seamless communication flow of information.

Verified Reviewer
Verified LinkedIn User
Sporting Goods, Self Employed
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Open-source CX with a future

4.0 2 years ago

Comments: Tiledesk is great to get going and I was able to get it to 90% of expectation in a very short amount of time. The pricing is extremely competitive and the open-source license is a panacea for commitmentphobes.

Pros:

Tiledesk was incredibly easy to get up and running and all of the features just worked. It is also extremely cost effective, and the open-source aspect of the licensing makes it possible to effect change if one is motivated enough.

Cons:

There are a handful of visual/UI flows that feel somewhat cumbersome. Unsure if that is an issue of refinement, or if that is by design.

Michael
CTO in Austria
Computer Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great product, great support, excited to see more businesses using Tiledesk in the future

4.0 2 years ago

Pros:

The usability of Tiledesk has seen a high improvement and a lot of extremely helpful features have made their way into the platform in the last years. Operating on an open source model is a big plus point for me specifically.

Cons:

We are hosting Tiledesk on premise and had some troubles in deploying the Firebase version of Tiledesk in 2020 but the support was always extremely helpful and fast in their response.

Tiledesk Response

2 years ago

Hi Michael, thank you for the feedback. We strive to make our customers happy all the time :-) We invite you to install our new version, based on Rabbit MQTT protocol. Check the install page on our website: https://tiledesk.com/install/

Trevor
Managing Director in UK
Information Technology & Services, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Full-featured and unlimited free plan

5.0 2 years ago

Comments: Livechat for support and/or sales, and visitor monitoring.

Pros:

It's not often you find a software with a full-featured fee plan... Tiledesk is one of the best, and it is easy to integrate with your website or third-party application using JavaScript code. You can create your own bots, and have unlimited agent access (even on the free plan).

Cons:

I don't see a way to send a contact details capture form.

Tiledesk Response

2 years ago

Hello Trevor, the feature you requested (contact form) is on our roadmap. Please join our Discord server to be updated about it. This is the invite link: https://discord.gg/nERZEZ7SmG

oscar
R+D in Mexico
Computer Software, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Very surprised and very happy with the ease of use and integration

5.0 2 years ago

Comments: I like it a lot, for me it works as the perfect bridge between any third party app and my sales software.

Pros:

Apps, a lot of integrations with third party apps with very good documentation

Cons:

No context in the conversation, I can't follow up a conversation very far, cant store data and webhooks are very confusing

Hina
Hina
Analyst in India
Verified LinkedIn User
Information Technology & Services, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

"An Unforgettable Experience at Tiledesk: A Comprehensive Review

4.0 2 years ago

Comments: Using Tiledesk has been an incredibly positive experience. Its easy-to-use interface, comprehensive customer support, and impressive set of features make it a great platform for customer service. The chatbot feature is especially useful, as it allows customers to quickly get answers to common questions without having to wait for a response from a customer service agent. Tiledesk also offers a wide variety of integrations, so customers can use the platform with their existing services. I've been very pleased with my experience using Tiledesk and would highly recommend it to anyone looking for a reliable and user-friendly customer service platform.

Pros:

I liked that Tiledesk was able to easily create web chat applications with a wide range of features. It has a great user interface, which makes it easy to understand and use, and it can easily be customized and adapted to different applications. The platform also provides great support and customer service. Finally, it integrates well with various third-party services, allowing for a greater range of features and functions.

Cons:

Tiledesk's lack of customization options was one of the things I liked least. Unlike some of its competitors, Tiledesk doesn't offer an extensive range of customization settings, meaning that it can be difficult to personalize the interface to fit the look and feel of your business. Furthermore, the support staff can be slow to respond to queries, which can be frustrating when you need help quickly.

Abi
Abi
Head of Content in India
Verified LinkedIn User
Marketing & Advertising, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

The WhatsApp marketing platform we love the most

5.0 4 months ago

Comments: With Tiledesk chatbots, we enable our customers to reach us via WhatsApp for instant support. We also share our promotions there, as the open rates of messages exceed 90%

Pros:

Thanks to Tiledesk, we’re able to engage with our customers on WhatsApp. This not only accelerates our sales cycle by 7x, but also cultivates lasting relationships with our customers.

Cons:

I’ve requested video support for WhatsApp from the team

Thanos
Web Development Specialist in UK
Nonprofit Organisation Management, 1,001–5,000 Employees
Used the Software for: Free Trial
Reviewer Source

TileDesk LiveChat Review

4.0 2 years ago

Comments: The overall experience is good but they need more work with installing the software on Azure. It seems that they have experience installing it on a local server/PC but not on Azure.Also, the answers to our questions came, sometimes, after many days. I suppose that this was because we were using the free version, so we didn't have priority.In general the product looks very professional and at an exceptionally good price or even free for the basic version which is suitable for small e-commerce and early-stage startups.

Pros:

We wanted an open source webchat app for one of our businesses. TileDesk looked a good option so we gave it a try. It was very easy to install and use the cloud solution they provided. Easy to customize the widget, change the style, the language (10+ are available) and insert a logo.Also, bring a Chatbot onboard, if there is such need.There is the option to install the software on premises, on your own servers, which gives full control over the software. We have tried this option but had issues installing it on our Azure platform.

Cons:

We tried to install the software on our Azure platform. There are 2 options:1. Install Tiledesk with Kubernetes and Helm2. Deploying Tiledesk Community using Docker ComposeWe have tried both options and although we managed to install the backend, we couldn't make the widget work. We were able to log into the Tiledesk backend and customise the widget but the widget didn't appear in the website, although we followed the instructions Tiledesk provided.The technical support they provided didn't solve the problem, i think that they don't have enough experience with installing it on Azure.

Abhishek
Abhishek
Sales Executive in India
Verified LinkedIn User
Consumer Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great platform to improve interaction with customers

4.0 2 years ago

Comments: The over all experience with tiledesk was good as we use it regularly and interaract with lot of customers using it. It does its purpose by making a strong relation with our company and the customers with its AI features

Pros:

It is one of the best platforms that provide real-time chatting with customers and gives notifications if a person contacts you. It can be also used as an AI-based chatbot that can assist customers.

Cons:

The options available on tiledesk are great and very useful but there are limited customization options available on the software for interacting with customers. The performance of the software can also be improved a little bit.

Ferşat
Ferşat
Owner in Türkiye
Verified LinkedIn User
Logistics & Supply Chain, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Doing it's job

4.0 last year

Comments: I think I will use it for months in future. It's solving my live chat problem and that's all for me for now.

Pros:

If you are searching for a live chat solution, Tiledesk is a good choice. It's easy to use and works like a charm.

Cons:

It might more faster and maybe has a better UI.

Kushal
Researcher in India
Research, 1,001–5,000 Employees
Used the Software for: 1-5 months
Reviewer Source

My experience with Tiledesk.

5.0 2 years ago

Comments: Overall, I think Tiledesk is a great customer engagement tool. It is easy to use, offers a great help desk solution, and is powered by AI. If you are looking for a chatbot to improve your customer service, I highly recommend Tiledesk.

Pros:

There are a lot of things to like about Tiledesk, but here are some of our favorite things:The customer engagement chatbot is awesome. It really helps to keep our customers engaged and provides a great way to get help when needed.The help desk feature is also great. It's very easy to use and provides a lot of helpful information.The AI feature is also very cool. It's really helpful to have a system that can help you with your work.

Cons:

The only thing I dislike about Tiledesk is the lag that can occur when using it. This can be frustrating when trying to get work done in a timely manner.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Best application to have effiective communucation with customers !

4.0 2 years ago

Comments: Mid size companies can go with Tiledesk application to have effective customer communications.

Pros:

The wide range of features of the product helps the company to have an effective communication with its customer . The help desk feature helps to deal and act on the immediate issues that needs resolving.

Cons:

There is not great flexibility in customizing the product . The mobile based application for this product is also not so great !

Palla
Senior BLogger in India
Computer Software, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

The Best Live Chat Software on the Market

5.0 2 years ago

Comments: Tiledesk is an open source customer service platform designed to provide efficient customer support through automated customer service and multi-channel support. It is easy to set up and use, and offers customizable features that make it suitable for businesses of all sizes. Users report a positive experience with Tiledesk, noting that it provides great customer service and is easy to use.

Pros:

Pros of Tiledesk include: easy to use and set up, provides multi-channel support, automated customer service, customizable with help of various methods and APIs, can address customers by name in live chat conversations, scalable customer service for mobile apps, website, WhatsApp, Facebook, and more. In summary1. Easy to set up and use. 2. Provides multi-channel support. 3. Offers automated customer service with customizable features.

Cons:

1. Lag can occur when using the platform, which can be frustrating. 2. As an open source platform with separate components, it can be difficult to deploy.

Verified Reviewer
Verified LinkedIn User
Financial Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Proactive Customer support tool

4.0 last year

Comments: Overall, I would still give 8 points based on features that I used & which really helped me in improving the customer support of our business.

Pros:

1. Live & proactive chat.2. Query ticket & support ticket management.3. Real time consumer facing chat.4. Chat history is available.5. Intelligent chatbot is very useful.6. Real time activity tracking.7. Automatic responders are very helpful.

Cons:

1. Pricing is more expensive that other options.2. Difficult to customize the tool for specific use.

Andrew
Information Technology Administrator in Kenya
Security & Investigations, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

With a variety of features to choose from in aid of easy communication.

5.0 2 years ago

Comments: The experience is great it has made it easy to hold communication and customer services too. Anytime we need support or need to offer support.

Pros:

Direct messaging and instant chats on chatboxCustomer services at any time and good way to collect information from customers too.

Cons:

Easy features to use and very reliable. I have nothing to dislike.

Abhishek
Abhishek
Associate Consultant in India
Verified LinkedIn User
Market Research, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Best chatbot service tool for customer support!

4.0 2 years ago

Comments: Overall, it's a great tool for chatbot services. Easy to use and integrate. Its real-time chat system provides a seamless experience to the customers.

Pros:

The best part of this tool is that it is very simple and easy to use. Conversational workflow is very easy to create and its 24x7 chat service with addition of local language feature is super helpful in resolving customer's queries.

Cons:

Templates are very basic and standard. More attractive templates and chat boxes can be added. Addition of contact form can bean added advantage.

Kevin
System Administrator in Kenya
Business Supplies & Equipment, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Communicating with customers directly made easier

5.0 2 years ago

Comments: I cant complain, i have been able to chat directly with my clients

Pros:

Tiledesk has bots which makes it easy to answer quick questions of the customers. It also has real time notifications.

Cons:

It has limited customisations options, kindly work on that

Sandro
Engineer in Italy
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Very Good Platform

5.0 2 years ago

Comments: Tiledesk is a high quality open source project that helped us offering an high quality customer support and engaging experience for the students.

Pros:

The high quality of its user interface, the amount of ways it can be configured to adapt to our needs and how easy it was to integrate Tiledesk in our portals and with our authentication services.

Cons:

There are no critical aspects to mention

Elijah
Data Scientist in Canada
Computer Software, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Tildesk, an Avant-garde in AI-oriented chatbots

4.0 2 years ago

Pros:

As an AI engineer, the least headache you ask for is from infrastructure capabilities and deployment procedures. Tiledesk although a new player in the realm, has done avant-garde movement and provided complete AI-considered support for the whole procedure.

Cons:

There are no big issues with Tiledesk generally, the fact is that the software and the company both are new in the field and still evolving to meet the high standards. So the maturity may not be as the same as the other main players in this field.

Santhiya
Santhiya
Executive hub operations in India
Verified LinkedIn User
Warehousing, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Tiledesk Review

4.0 2 years ago

Pros:

It is user-friendly, and we can integrate it with other applications. Chatbot and communication is very easy

Cons:

It works slowly when we use large data. It could have multi-language support. Sometimes bot will not understand the real-time issues

Klodian
Production technician in Germany
Mechanical or Industrial Engineering, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Automated Chat Bot

5.0 2 years ago

Comments: Generally happy.

Pros:

Automated chat with Bots its really Handy when it comes to costumer chat.

Cons:

It was really helpfull. Had a good experience.

Verified Reviewer
Verified LinkedIn User
Higher Education, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Great for Support

4.0 2 years ago

Comments: My overall experience with Tiledesk has been very good so far. I definitely recommend it.

Pros:

Tiledesk is one of the nicest tools for providing support to customers through chat boxes. It is a very user-friendly software and gives the customer an easier experience while inquiring about their issues. Tiledesk is also great because it supports both live agents and chatbots offering 24/7 coverage.

Cons:

Some of the things I don't really like about Tiledesk is the limited customization of the chat box. Another point is the lack of a slider tool to go through the chat history inside the chat box. These are all minor issues but it would be nice to see them improved/fixed