Twig

AI assistant for customer support that resolves issues instantly

Tiledesk

Open-source AI agent builder for customer support with self-hosting option — made in Italy

Twig

Moderate

14/25

Tiledesk

Strong

20/25

Score Breakdown

DimensionTwigTiledesk

Data Residency

Where is your data stored and processed?

Twig: US-based infrastructure. No EU data residency option. Support ticket data processed in US.

Tiledesk: Open-source with self-hosting: customer conversations stay entirely on your own infrastructure. Cloud option hosted in EU. Maximum data sovereignty achievable.

2/5

US-based infrastructure. No EU data residency option. Support ticket data processed in US.

5/5

Open-source with self-hosting: customer conversations stay entirely on your own infrastructure. Cloud option hosted in EU. Maximum data sovereignty achievable.

Legal Jurisdiction

Which laws govern the company and your data?

Twig: US Delaware corporation. Subject to US jurisdiction. GDPR DPA available for EU customers.

Tiledesk: Italian SRL, fully under EU law. No US parent or investor control. GDPR applies natively.

2/5

US Delaware corporation. Subject to US jurisdiction. GDPR DPA available for EU customers.

5/5

Italian SRL, fully under EU law. No US parent or investor control. GDPR applies natively.

Data Retention & Training

Is your data used for model training?

Twig: Customer support data isolated per account. No cross-customer training. Clear data handling practices. Data deletion available.

Tiledesk: Self-hosted deployment gives complete control over data lifecycle. No data leaves the organisation's infrastructure. Open-source code is auditable.

4/5

Customer support data isolated per account. No cross-customer training. Clear data handling practices. Data deletion available.

5/5

Self-hosted deployment gives complete control over data lifecycle. No data leaves the organisation's infrastructure. Open-source code is auditable.

Certifications

ISO 27001, SOC 2, Cyber Essentials, etc.

Twig: SOC 2 Type II certified. GDPR compliant with DPA. No ISO 27001.

Tiledesk: No SOC 2 or ISO 27001 certifications. Early-stage company. The open-source/self-hosted model partially compensates as organisations can apply their own security controls.

3/5

SOC 2 Type II certified. GDPR compliant with DPA. No ISO 27001.

1/5

No SOC 2 or ISO 27001 certifications. Early-stage company. The open-source/self-hosted model partially compensates as organisations can apply their own security controls.

Regulatory Fit

Suitability for regulated industries and professional services

Twig: SOC 2 certified support tool suitable for SaaS and technology companies. Source citation feature provides transparency. Appropriate for standard business support workflows.

Tiledesk: EU-native, open-source, self-hostable. Ideal for organisations that can manage their own infrastructure and need maximum data control. Certification gaps may block enterprise procurement that requires SOC 2.

3/5

SOC 2 certified support tool suitable for SaaS and technology companies. Source citation feature provides transparency. Appropriate for standard business support workflows.

4/5

EU-native, open-source, self-hostable. Ideal for organisations that can manage their own infrastructure and need maximum data control. Certification gaps may block enterprise procurement that requires SOC 2.

Total Score

14/25

20/25

Best For

Twig

Best for EU-headquartered organisations needing maximum data sovereignty; privacy-conscious teams who need strong data retention controls; organisations that need self-hosted or on-premise deployment; teams on a tight budget.

Tiledesk

Best for privacy-conscious teams who need strong data retention controls; enterprises requiring SSO integration.

Detailed Comparison

Tiledesk vs Twig: Trust & Compliance Comparison

Tiledesk (Tiledesk, IT) scores 20/25 overall with a Silver (Strong) trust badge. Open-source AI agent builder for customer support with self-hosting option — made in Italy. Twig (Twig, US) scores 14/25 with a Bronze (Moderate) trust badge. AI assistant for customer support that resolves issues instantly.

Dimension-by-Dimension Breakdown

#### Data Residency

Tiledesk leads with 5/5 vs 2/5.

●Tiledesk (5/5): Open-source with self-hosting: customer conversations stay entirely on your own infrastructure. Cloud option hosted in EU. Maximum data sovereignty achievable.

●Twig (2/5): US-based infrastructure. No EU data residency option. Support ticket data processed in US.

#### Legal Jurisdiction

Tiledesk leads with 5/5 vs 2/5.

●Tiledesk (5/5): Italian SRL, fully under EU law. No US parent or investor control. GDPR applies natively.

●Twig (2/5): US Delaware corporation. Subject to US jurisdiction. GDPR DPA available for EU customers.

#### Data Retention & Training

Tiledesk leads with 5/5 vs 4/5.

●Tiledesk (5/5): Self-hosted deployment gives complete control over data lifecycle. No data leaves the organisation's infrastructure. Open-source code is auditable.

●Twig (4/5): Customer support data isolated per account. No cross-customer training. Clear data handling practices. Data deletion available.

#### Certifications

Twig leads with 3/5 vs 1/5.

●Tiledesk (1/5): No SOC 2 or ISO 27001 certifications. Early-stage company. The open-source/self-hosted model partially compensates as organisations can apply their own security controls.

●Twig (3/5): SOC 2 Type II certified. GDPR compliant with DPA. No ISO 27001.

#### Regulatory Fit

Tiledesk leads with 4/5 vs 3/5.

●Tiledesk (4/5): EU-native, open-source, self-hostable. Ideal for organisations that can manage their own infrastructure and need maximum data control. Certification gaps may block enterprise procurement that requires SOC 2.

●Twig (3/5): SOC 2 certified support tool suitable for SaaS and technology companies. Source citation feature provides transparency. Appropriate for standard business support workflows.

Certifications at a Glance

Certification	Tiledesk	Twig
GDPR DPA	No	Yes
SOC 2 Type II	No	Yes

Overall Verdict

Tiledesk has a clear trust advantage, scoring 20/25 compared to Twig's 14/25. Tiledesk particularly excels in data residency, legal jurisdiction, data retention & training, regulatory fit.

Frequently Asked Questions

Which is better for EU compliance, Twig or Tiledesk?

Twig has a TrustKit score of 14/25 while Tiledesk scores 20/25. Tiledesk currently rates higher across data residency, legal jurisdiction, data retention, certifications, and regulatory fit.

How do Twig and Tiledesk compare on data residency?

Twig scores 2/5 for data residency (US-based infrastructure. No EU data residency option. Support ticket data processed in US.), while Tiledesk scores 5/5 (Open-source with self-hosting: customer conversations stay entirely on your own infrastructure. Cloud option hosted in EU. Maximum data sovereignty achievable.).

Are Twig and Tiledesk GDPR compliant?

Both tools are assessed across five compliance dimensions. Twig has a regulatory fit score of 3/5 and Tiledesk scores 4/5. Check the full comparison above for a detailed breakdown.

Explore Each Tool