We went through ProProfs Chat and Tidio plan by plan, feature page by feature page, and trust page by trust page for this ProProfs Chat vs Tidio breakdown. It names the places each platform does the job better.
ProProfs Chat is built for instant, automated support. Its AI agent answers visitors from your own website, help center, uploaded files, and FAQs, cites the source, and brings in a human only when it needs one. Tidio is a customer service platform that bundles live chat, ticketing, Flows automation, and its Lyro AI agent, with a clear tilt toward small ecommerce stores, and Tidio says more than 300,000 businesses use it. Both run a solid chat widget. The difference is how much of the conversation the AI resolves on its own, what you can measure afterward, and how clearly you can predict the bill once your team grows.
Choose ProProfs Chat
Easiest live chat & AI customer service agent for instant, automated support. Pick it for an AI agent that resolves chats for you, with 100, 300, or 1,500 AI monthly conversations depending on your plan, 7 named AI capabilities from Advanced AI Agent Training to Risk Prediction, 5 named AI reports you can share with a no-login link, WhatsApp, Instagram, and Facebook Messenger bundled at Business and above, a forever-free plan, and live chat support that replies in under 2 minutes, 24/7.
Choose Tidio
Pick it for ticketing built into the same product, Lyro actions that check Shopify order status inside the chat, a SOC 2 Type II report that Tidio itself completed, a visual Flows builder tuned for storefront journeys, and a free plan that several teammates can share.
At a Glance
| What matters | ProProfs Chat | Tidio |
|---|---|---|
| Best for |
✓Easiest live chat & AI customer service agent for instant, automated support
|
Small ecommerce stores that want chat, Flows automation, and Shopify-ready AI
|
| Free plan |
✓Forever free for 1 operator with full feature access
|
✓Free plan shareable across several seats, with a monthly conversation limit
|
| Starting price |
✓From $19.99 per operator per month, billed annually
|
Starter from $29 per month, or $24.17 billed annually, with Lyro AI billed separately
|
| AI monthly conversations |
✓100 at Essentials, 300 at Business, and 1,500 at Business Complete Elite
|
Lyro runs on its own quota, with a one-time allowance on Free and Starter
|
| AI-Generated Answers |
✓Reads text and images and answers with the source cited
|
Answers from your support knowledge and hands off when a question falls outside it
|
| Action-Based AI Agents |
✓Updates orders, schedules meetings, and triggers notifications from chat at Business Complete Elite
|
✓Lyro actions check Shopify order status after verifying the shopper
|
| Sentiment Analysis and Risk Prediction |
✓Detects 5 emotions in real time and scores each conversation High, Medium, or Low for churn risk
|
Not listed on its public feature pages
|
| AI Agent Performance Reports |
✓Customers rate AI agent chats with thumbs up or down and comments, giving you a live view of satisfaction scores, top issues, and where the AI agent falls short, with 5 named AI reports at Business and above
|
Analytics dashboard with Lyro metrics
|
| WhatsApp, Instagram, and Facebook Messenger |
✓Bundled at Business and above
|
✓Unified inbox for live chat, email, Instagram, Messenger, and WhatsApp
|
| Ticketing |
✓Offline messages and missed chats convert to tickets; full ticket management uses ProProfs Help Desk
|
✓Native ticketing built into the product
|
| Shopify |
✓Shopify integration, plus Action-Based AI Agents for order lookups at Business Complete Elite
|
✓Native Shopify actions inside chat, including order status and cart preview
|
| SOC 2 |
✓SOC 2 inherited from AWS/IBM hosting only
|
✓SOC 2 Type II examination completed by Tidio, report on request
|
| Two-Factor-Authentication (2FA) |
✓Documented and functional, part of Enterprise Security at Business Complete Elite
|
✓Authenticator app codes at login
|
| Live chat support |
✓24/7, with replies in under 2 minutes
|
24/5 live chat support, plus email
|
| Customer Delight Suite |
✓5 tools in 1 from $499 per month: Live Chat, Help Desk, Knowledge Base, Survey Maker, and Qualaroo
|
Live chat, ticketing, Flows, and Lyro in one product
|
1. Live Chat and Widget Features
Both widgets cover the daily work of a support floor. The gaps show up in how much you can see about a visitor and how far you can go once a chat gets complicated.
| Live chat & widget | ProProfs Chat | Tidio |
|---|---|---|
| Canned responses |
✓Ready-made replies your whole team can reuse
|
✓Canned responses for faster replies
|
| Real-time visitor tracking |
✓Location, IP, pages viewed, referral, and custom properties
|
Live visitors list with visitor info and page history
|
| Proactive chat invitations |
✓Greetings triggered by time on page or the URL a visitor is viewing
|
✓Proactive messages through Flows, such as abandoned cart prompts
|
| Live typing insights |
✓See what a visitor is typing before they send it
|
✓Live typing preview for agents
|
| Chat transcripts |
✓Saved for every chat, with unlimited chat history at Business and above
|
✓Transcripts saved or emailed to customers
|
| No-code chatbot builder |
✓Ready-to-use templates, plus appointment booking bots at Business and above
|
✓Visual Flows builder for lead capture, cart recovery, and follow-ups
|
| Multilingual widget support |
✓70+ languages
|
✓Multilingual support in the widget
|
| Co-browsing |
✓Co-browsing and screen share at Business and above
|
Not listed on its public feature pages
|
| Video chat |
✓Available at Business Complete Elite and above
|
✓Video calls inside live chat
|
ProProfs Chat: Canned responses, chat routing, chat transcripts, and read receipts come with every plan. Real-time visitor tracking shows location, IP, pages viewed, referral, and custom properties, and the widget speaks 70+ languages. Co-browsing and the Business Hours Scheduler arrive at Business and above, and video chat at Business Complete Elite.
Tidio: Its widget is light and fast to launch. The Flows builder gives stores a visual way to run cart recovery, lead capture, and follow-ups, and agents get live typing, operating hours, automatic chat assignment, and video calls. It is built around storefront journeys, so it reads as more of an ecommerce toolkit than a general website support desk.
2. AI Capabilities and Automation
Both tools pitch an AI agent. In this ProProfs Chat vs Tidio comparison, the difference is how much of the AI sits inside your plan and how much of it you can see and measure.
| AI capability | ProProfs Chat | Tidio |
|---|---|---|
| Advanced AI Agent Training |
✓Trains on your website, help center, uploaded files, and FAQs, with test runs before going live
|
✓Lyro trains on your support content, website pages, and FAQ documents
|
| AI-Generated Answers |
✓Reads text and images, pulls from trained data, and answers with the source cited
|
Answers from your support knowledge and redirects to your team when a question is out of scope
|
| Action-Based AI Agents |
✓Updates orders, schedules meetings, and triggers notifications from chat at Business Complete Elite
|
✓Lyro actions pull Shopify order status after verifying the shopper
|
| Sentiment Analysis |
✓Detects angry, sad, confused, confident, or happy in real time; AI sentiment tagging starts at Essentials
|
Not listed on its public feature pages
|
| Risk Prediction |
✓Scores every conversation High, Medium, or Low for churn risk at Business Complete Elite
|
Not listed on its public feature pages
|
| Resolution Overview |
✓Auto-summarizes what the customer raised and how it was resolved
|
Not listed on its public feature pages
|
| AI Copilot |
✓Helps your operators reply faster at Business and above
|
✓AI reply assistant for agents
|
| AI-to-human handoff |
✓Passes the chat to an operator, available from Essentials
|
✓Redirects customers to your support team when a question is outside its knowledge
|
| AI monthly conversations |
✓100 at Essentials, 300 at Business, and 1,500 at Business Complete Elite, which includes 3 operators
|
Lyro is metered on its own quota, with a one-time allowance on Free and Starter
|
ProProfs Chat: The AI agent is genuine retrieval-based AI, not a decision tree. You train it on your website, help center, uploaded files, and FAQs, test it before going live, and it answers with the source cited. Across the AI Support Agent you get 7 named capabilities, from Advanced AI Agent Training to AI Agent Performance Reports. The AI is capped, not unlimited, but every plan states its cap: 100, 300, or 1,500 AI monthly conversations.
Tidio: Lyro is a capable agent. It replies across live chat, email, Messenger, Instagram, and WhatsApp, and its Smart Actions can look up Shopify orders without a human in the loop. The catch is the meter. On Free, Starter, and Growth, Lyro is billed on its own quota, so the AI cost sits on top of your chat plan.
3. Channels and Omnichannel
Customers reach out wherever they already are. What matters is which of those channels sit inside one inbox and which tier you need to unlock them.
| Channel | ProProfs Chat | Tidio |
|---|---|---|
| WhatsApp, Instagram, and Facebook Messenger |
✓Bundled at Business and above, not sold as a separate purchase
|
✓Unified inbox covers WhatsApp, Instagram, and Messenger
|
| SMS chat |
✓Included in the channel set alongside email
|
Inbox channels are chat, email, Instagram, Messenger, and WhatsApp
|
|
✓Email conversations alongside chat
|
✓Multiple email inboxes connect to the help desk
|
|
| Apps |
✓Windows, Mac, iOS, and Android apps for agents
|
✓Mobile app for replying on the go
|
ProProfs Chat: The website widget runs on every plan. WhatsApp, Instagram, and Facebook Messenger come bundled at Business and above, with SMS chat and email rounding out the set. Agents get native apps for Windows, Mac, iOS, and Android. ProProfs Chat connects each channel as its own integration rather than one unified customer timeline.
Tidio: Its help desk brings live chat, email, Instagram, Messenger, and WhatsApp into one inbox, and Flows can run on those channels too. It is a tidy setup for a small team that wants every message in one place.
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4. Reporting and Analytics
In any ProProfs Chat and Tidio comparison, reporting is where the gap is easiest to measure, because one side names every report and the other keeps analytics in a single dashboard.
| Reporting & analytics | ProProfs Chat | Tidio |
|---|---|---|
| AI Agent Performance Reports |
✓Customers rate AI agent chats with thumbs up or down and comments, giving you a live view of satisfaction scores, top issues, and where the AI agent falls short. Included at Business and above
|
Analytics dashboard with Lyro metrics
|
| AI Agent Summary Report |
✓Included at Business and above
|
Not listed as a separate report
|
| AI Answer Accuracy Report |
✓Included at Business and above
|
Not listed as a separate report
|
| AI Chatbot Satisfaction Report |
✓Included at Business and above
|
Not listed as a separate report
|
| Chatbot Resolution Report |
✓Included at Business and above
|
✓Resolution rate metrics for Lyro
|
| Operator Performance Report |
✓Included at Business and above
|
✓Agent and response time analytics
|
ProProfs Chat: At Business and above you get 5 named AI reports: AI Agent Summary Report, AI Answer Accuracy Report, AI Chatbot Satisfaction Report, Chatbot Resolution Report, and Operator Performance Report. They reach stakeholders 2 ways, scheduled to an inbox on a custom frequency or opened through a live link with no login, and they export to CSV and Excel. Standard reports add chat summary, visitor, and ticket response metrics.
Tidio: It includes an analytics dashboard with response times, resolution rates, and Lyro metrics that help you tune answers. Some recent reviews describe the depth as lighter than enterprise tools, and one notes there is no analytics view for individual Flows.
5. Integrations and Admin
Both connect to the CRM, store, and email tools most teams already run. The difference is where each one goes deepest.
| Admin and platform | ProProfs Chat | Tidio |
|---|---|---|
| Integrations |
✓Salesforce, HubSpot, Shopify, and Zendesk, plus 7 named CRMs, popular CMS, e-commerce, and email-marketing tools, and Zapier
|
✓Native integrations including Shopify, WooCommerce, Salesforce, and Google Analytics
|
| Shopify |
✓Shopify integration, plus Action-Based AI Agents for order lookups at Business Complete Elite
|
✓Native Shopify actions inside chat, including order status, cart preview, and order history
|
| API |
✓API, callbacks, and webhooks at Business Complete Elite
|
✓API access, with OpenAPI at the higher tiers
|
| White Label |
✓Add-on at $300 per year
|
✓Branding removal available as an add-on
|
ProProfs Chat: Salesforce, HubSpot, Shopify, and Zendesk lead the list, followed by 7 named CRMs including Microsoft Dynamics 365 and Zoho, plus WordPress, Magento, BigCommerce, and email-marketing tools. Slack and Microsoft Teams connect through Zapier or the API, not as one-click marketplace apps. API, callbacks, and webhooks sit at Business Complete Elite.
Tidio: It goes deepest on Shopify. Shoppers can ask where their order is, and Lyro verifies them and shows the status in chat, while agents preview carts and manage orders without leaving the conversation. That is a real edge for a Shopify store.
6. Security and Compliance
Security is where the buyer's checklist matters most, so this table keeps to what each vendor documents publicly.
| Security and compliance | ProProfs Chat | Tidio |
|---|---|---|
| IP restriction |
✓IP restriction and blocking, plus admin access controls
|
Not listed on its public security page
|
| Vault data-restore |
✓Restore data from the Vault
|
Not listed on its public security page
|
| Two-Factor-Authentication (2FA) |
✓Documented and functional, part of Enterprise Security at Business Complete Elite
|
✓Authenticator app codes at login
|
| SOC 2 |
✓SOC 2 inherited from AWS/IBM hosting only
|
✓SOC 2 Type II examination completed by Tidio, report on request
|
| GDPR and CCPA |
✓Documented, with a dedicated compliance page
|
✓GDPR and CCPA compliant
|
ProProfs Chat: IP restriction and blocking, admin access controls, Vault data-restore, and SSO are shipped features. Data is encrypted with TLS in transit, and WAF, DDoS mitigation, and daily backups cover every plan. GDPR and CCPA compliance is documented. The SOC 2 Type 2 exists at the AWS and IBM hosting level, not as a report issued to ProProfs.
Tidio: It completed a SOC 2 Type II examination with an independent firm, covering Security, Availability, and Confidentiality, and shares the report on request. It also lists authenticator-based 2FA, TLS encryption, annual penetration testing, and GDPR and CCPA compliance.
7. Pricing
Tidio vs ProProfs Chat pricing looks close at the entry level. The difference is what the bill covers once AI enters the picture.
| Plan | ProProfs Chat | Tidio |
|---|---|---|
| Free plan |
✓Forever free for 1 operator with full feature access
|
✓Free plan shareable across several seats, with a monthly conversation limit
|
| Essentials |
✓From $19.99 per operator per month, billed annually, with unlimited conversations, 100 AI monthly conversations, AI sentiment tagging, and AI-to-human handoff
|
Starter from $29 per month, or $24.17 billed annually, based on conversation volume
|
| Business |
✓From $29.99 per operator per month, billed annually, with 300 AI monthly conversations, omnichannel chat, AI Copilot, AI Conversation Memory, and appointment booking bots
|
Growth from $59 per month, or $49.17 billed annually, in volume steps
|
| Business Complete Elite |
✓$179.97 per month for 3 operators, billed annually, with 1,500 AI monthly conversations, KB-trained bots, advanced routing, and enterprise security
|
Plus is usage-based and Premium is custom
|
| Customer Delight Suite |
✓From $499 per month: Live Chat, Help Desk, Knowledge Base, Survey Maker, and Qualaroo
|
No suite; Lyro and Flows are metered separately
|
| Free trial and money-back guarantee |
✓15-day free trial with all premium features and no credit card, plus a 15-day money-back guarantee
|
Free trial on paid plans
|
ProProfs Chat: The ladder has 5 clear rungs: Free, Essentials, Business, Business Complete Elite, and the Customer Delight Suite. Paid plans are priced per operator, billed monthly or annually, and annual billing saves up to 50%. Each plan states its AI cap up front, so the AI is inside the price, not on top of it. Please confirm live rates at signup.
Tidio: It is easy to start on. The Free plan lets a small team share an inbox, and Starter is a modest step up. The bill is then shaped by 3 meters, human conversations, Lyro conversations, and Flows visitors, so the real monthly cost depends on how much AI and automation you switch on.
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8. 24/7 Awesome Human Support
When a chat tool breaks at 2 AM, the support model is the product. Here is what each vendor puts behind its plans.
| Support | ProProfs Chat | Tidio |
|---|---|---|
| Live chat support |
✓24/7, with replies in under 2 minutes
|
24/5 live chat support
|
| Phone support |
✓(855) 776-7763, Mon to Fri 8AM to 6PM EST, from Business and above
|
Email and live chat support
|
| Email support |
✓One business day response guaranteed
|
✓Email support
|
| Dedicated Success Manager |
✓Business Complete Elite, with quarterly strategy reviews at the Customer Delight Suite
|
✓Dedicated success manager at Plus
|
| Help Center |
✓1,000+ help-center articles and video guides
|
✓Help Center and blog guides
|
ProProfs Chat: Live chat support is available 24/7 and replies in under 2 minutes. Email gets a response within one business day, and Business and above add phone. Elite adds a dedicated Success Manager, and the Customer Delight Suite adds a named Success Manager with quarterly strategy reviews. A Help Center of 1,000+ articles and video guides sits behind all of it.
Tidio: It offers live chat support 24 hours a day on weekdays and email support, and users regularly praise how helpful and fast the team is. Its Plus tier adds a dedicated success manager.
9. Beyond a Live Chat Tool
Tidio is more than a widget, since ticketing and automation ship in the same product. ProProfs Chat reaches further, because it sits inside suites that connect chat to a help desk, a knowledge base, and customer feedback under one AI.
| Scope | ProProfs Chat | Tidio |
|---|---|---|
| Live Chat |
✓Live chat and AI customer service in one product
|
✓Live chat with Lyro AI in one product
|
| Help Desk |
✓Bundled in the Customer Delight Suite; offline messages and missed chats convert to tickets on their own
|
✓Native ticketing built into the product
|
| Knowledge Base |
✓Bundled in the suite, with your AI trained on it
|
Lyro learns from your existing help content
|
| AI agent |
✓One AI Brain trained once across chat, help desk, and knowledge base
|
Lyro across live chat, email, and social channels
|
| Survey Maker and Qualaroo |
✓Both included in the Customer Delight Suite
|
Pre-chat and automated satisfaction surveys inside chat
|
| Packaged as |
✓2 named suites, each from $499 per month
|
One product with Lyro and Flows metered separately
|
ProProfs Chat: Chat sits inside 2 named suites. The Customer Delight Suite, from $499 per month, brings together Live Chat, Help Desk, Knowledge Base, Survey Maker, and Qualaroo: 5 tools in 1, with 1 AI Brain. The Customer Growth Suite, also from $499 per month, adds Picreel and BIGContacts CRM for teams that capture and nurture leads.
Tidio: It keeps live chat, ticketing, Flows, and Lyro inside one product. That is a clean fit when ticketing is the only thing you need beyond chat, and a team that only wants a chat widget does not need a suite either.
Which Should You Choose
Here is the simplest way to decide.
Pick ProProfs Chat to Automate Your Customer Support
If you want the AI to close out routine conversations, not just deflect them, this is built for exactly that. The AI agent answers from your own website and help center with the source cited, with 100, 300, or 1,500 AI monthly conversations depending on the plan. You also get 5 named AI reports, Sentiment Analysis and Risk Prediction, WhatsApp, Instagram, and Facebook Messenger at Business and above, and a real person answering chat in under 2 minutes, 24/7, with a forever-free plan to start.
Pick Tidio if You Run a Shopify Store and Want Ticketing Built In
If your customers mostly ask where their order is, you want native ticketing in the same product, and a company-held SOC 2 Type II report matters to your buyers, Tidio fits that shape well. Its free plan also lets a small team share one inbox while you test.
How to Migrate from Tidio
- Step 1: Pull your contacts, saved replies, and conversation history out of Tidio before you cancel, so nothing is lost in the switch.
- Step 2: Set up your ProProfs Chat account and point the AI agent at your website, help center, uploaded files, and FAQs, then run the test runs before going live.
- Step 3: Rebuild your Flows with the no-code chatbot builder templates, recreate your routing rules, and import your saved replies as canned responses.
- Step 4: Connect WhatsApp, Instagram, and Facebook Messenger. These are bundled at Business and above, so check which plan you need before you move them.
- Step 5: If you used Tidio's native ticketing, plan for ProProfs Help Desk, which comes bundled in the Customer Delight Suite. Then run both widgets side by side briefly and swap the tracking code once the AI agent's answers look right.
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The Complete Buyer's Guide: ProProfs Chat vs Tidio
TL;DR
- ProProfs Chat puts a retrieval-based AI agent inside every paid plan, with stated caps of 100, 300, and 1,500 AI monthly conversations. Tidio meters Lyro on its own quota.
- ProProfs Chat adds 5 named AI reports, Sentiment Analysis, and Risk Prediction. Tidio gives you a lighter analytics dashboard.
- Tidio leads on native ticketing, Shopify order actions, and a SOC 2 Type II report it completed itself.
- Both bring WhatsApp, Instagram, and Messenger into one inbox. ProProfs Chat bundles them at Business and above and adds SMS chat.
- ProProfs Chat starts at $19.99 per operator per month with a forever-free plan. Tidio starts at $29 per month and bills Lyro separately.
- ProProfs Chat's Customer Delight Suite puts 5 tools under 1 AI Brain from $499 per month.
Which one should you actually buy?
If your goal is to cut the number of conversations a human has to touch, start with ProProfs Chat. If you run a Shopify store, need ticketing inside the same product, or your procurement team asks for a vendor-held SOC 2 Type II report, start the conversation with Tidio.
How do the pricing models really compare?
ProProfs Chat prices per operator in 5 clear steps, starting at free, with paid plans from $19.99 and each plan stating its AI cap. Tidio prices by conversation volume, and the full bill depends on 3 meters: human conversations, Lyro conversations, and Flows visitors.
How deep is the AI, really?
ProProfs Chat's AI agent is retrieval-based, cites its sources, reads images, and can take actions like order updates and meeting scheduling at Business Complete Elite. It also scores sentiment and churn risk on every conversation. Lyro is a strong answer engine with Shopify actions, but it sits on its own meter and does not list sentiment or churn scoring on its public pages.
How far does the omnichannel reach go?
Both reach WhatsApp, Instagram, and Messenger from one inbox. ProProfs Chat bundles them at Business and above and includes SMS chat. Tidio brings in email and social DMs through its help desk.
What about security and compliance?
This is Tidio's clearest advantage. It completed its own SOC 2 Type II examination. ProProfs Chat's SOC 2 exists only at the AWS and IBM hosting level, though it ships IP restriction, Vault data-restore, SSO, and 2FA, and documents GDPR and CCPA compliance.
What does support look like day to day?
ProProfs Chat answers live chat 24/7 in under 2 minutes, adds a phone line at Business and above, and backs it with 1,000+ help-center articles and video guides. Tidio offers live chat 24/5 plus email.
How do you decide between the two suites?
Choose ProProfs Chat's Customer Delight Suite if you want chat, help desk, knowledge base, and surveys under one price with AI trained once across all of them. Choose Tidio if one product with chat, ticketing, Flows, and Lyro is all you need.
Frequently Asked Questions
The pointed questions buyers ask, answered on the facts. Where Tidio is the better choice, it says so.
Is Tidio's AI included in the plan?
Not on the lower tiers. On Free, Starter, and Growth, Lyro is billed on its own quota, and on Free and Starter the allowance is a one-time 50 conversations. ProProfs Chat's AI agent is built into the plan, with 100, 300, or 1,500 AI monthly conversations each month.
Does Tidio have a free plan?
Yes. It includes live chat and ticketing with a monthly conversation limit, and several teammates can share it. ProProfs Chat has a forever-free plan for 1 operator with full feature access, plus a 15-day free trial and a 15-day money-back guarantee on paid plans.
Does Tidio include ticketing?
Yes, and this is a real advantage. Ticketing is native to the product. With ProProfs Chat, offline messages and missed chats convert to tickets automatically, but full ticket management uses ProProfs Help Desk, which is bundled in the Customer Delight Suite.
Can Tidio's AI take actions?
Yes. Lyro can check Shopify order status after verifying the shopper. ProProfs Chat's Action-Based AI Agents update orders, schedule meetings, and trigger notifications from chat at Business Complete Elite.
Does Tidio score sentiment or churn risk?
We could not find sentiment or churn-risk scoring on Tidio's public feature pages. ProProfs Chat's Sentiment Analysis detects 5 emotions in real time, and Risk Prediction scores every conversation High, Medium, or Low.
Is Tidio SOC 2 compliant?
Tidio says it completed a SOC 2 Type II examination by an independent firm and shares the report on request. ProProfs Chat's SOC 2 Type 2 belongs to its AWS and IBM hosting providers, not to ProProfs as a vendor-issued report.
How does support compare?
ProProfs Chat offers live chat 24/7 with replies in under 2 minutes, email within one business day, and phone at Business and above. Tidio lists live chat 24/5 and email support.
What does Tidio genuinely do better?
Four things stand out. Native ticketing is built into the product. Lyro's Shopify actions go deeper than ProProfs Chat's order lookups. Tidio holds its own SOC 2 Type II report. And its Free plan can be shared across several seats. For a Shopify store that wants ticketing in the same tool, those are real, specific reasons to choose it.
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