Reference · built on requestConnectorSupport & service desks

Tidio

Tickets, contacts, chat messages, operators, and satisfaction ratings from Tidio through its OpenAPI and webhooks.

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About

Tidio is a live chat and help desk product for small online businesses. A project holds contacts, their chat messages and viewed pages, tickets with a status of open, pending, or solved, operators, and departments. The OpenAPI at https://api.tidio.com reads and writes these on the Plus and Premium plans, and webhooks under Settings, Developer, Webhooks post signed events to a URL you register.

Through Fibric, an operator listens for ticket.created and ticket.replied, reads the ticket and the contact's message history, and proposes a public reply, an internal note, or a status, priority, or assignment change for your approval. Each approved write is one call, recorded with what changed and why.

This is a reference listing. It documents what Fibric would read from Tidio and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Tickets through GET /tickets and GET /tickets/{ticketId}, with subject, status, priority, contact_id, assigned_operator_id, and assigned_department_id
  • Ticket tags and ticket custom fields through GET /tickets/tags and GET /tickets/custom-fields
  • Contacts through GET /contacts and GET /contacts/{contactId}, with their properties and viewed pages history
  • Chat messages for a contact through GET /contacts/{contactId}/messages
  • Operators and departments through GET /operators and GET /departments
  • Webhook events such as ticket.created, ticket.status_updated, ticket.operator_assigned, ticket.replied, conversation.operator_replied, contact.created, and customer_satisfaction.rated

Proposed actions

  • Target capability: propose a public reply or an internal note through POST /tickets/{ticketId}/reply with message_type public or internal
  • Target capability: propose a status, priority, assigned operator or department, tag_ids, or custom_fields change through PATCH /tickets/{ticketId}
  • Target capability: propose a new ticket on a contact's behalf through POST /tickets/as-contact
  • Target capability: propose a contact property update through PATCH /contacts/{contactId}

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Answer a new ticket from the contact's chat history

    On ticket.created the operator reads the ticket and the contact's messages and viewed pages and proposes a public reply for approval.

    With First Response

  • Set priority and department on arrival

    The operator reads the subject and the contact's properties and proposes a priority and an assigned department through PATCH /tickets/{ticketId}.

    With Ticket Triage

  • Reach out after a poor CSAT score

    customer_satisfaction.rated carries the survey result. For a low score the operator proposes an internal note and a follow-up reply on the ticket.

    With Detractor Callback

  • Solve tickets that have gone quiet

    For pending tickets with no contact reply since the last operator message, the operator proposes status solved, one PATCH per ticket.

    With Backlog Sweep

Requirements

  • A Tidio project on the Plus or Premium plan; the OpenAPI is not available on the Free plan
  • OpenAPI credentials from Developer, OpenAPI, which only project owners and administrators can open
  • The Accept header application/json; version=1 on every request
  • A webhook endpoint registered under Settings, Developer, Webhooks, and the webhook secret for signature checks
Authentication
A client id prefixed ci_ and a client secret prefixed cs_ from Developer, OpenAPI in the Tidio panel, sent in the X-Tidio-Openapi-Client-Id and X-Tidio-Openapi-Client-Secret headers over HTTPS.

Limits

  • Rate limits are per project: 60 requests per minute on Plus and 120 on Premium, reported in x-ratelimit-limit and x-ratelimit-remaining; HTTP 429 above that
  • GET /tickets pages with a cursor and returns tickets without their messages; each ticket's messages need GET /tickets/{ticketId}
  • Webhooks are not delivered in order and may repeat; each carries a webhook_id and created_at, and the endpoint must answer 2xx within 4 seconds
  • Failed deliveries are retried 9 times over about 4 hours and 45 minutes, then dropped

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Which Tidio plans include the OpenAPI and webhooks?
Plus and Premium. The Free plan has no OpenAPI access, and the Free Trial, Starter, and Growth plans reach only the Products Recommendation endpoints. Webhooks are likewise available on Plus and Premium.
How does the connector check a Tidio webhook signature?
Each request carries an x-tidio-signature header. The value is an HMAC SHA-256 of the request body joined to the signing timestamp with an underscore, keyed with the webhook secret Tidio provides. The connector recomputes it and drops any request that does not match.
Can the connector post a note the customer cannot see?
Yes. POST /tickets/{ticketId}/reply takes message_type. The value public sends a reply to the contact and internal adds a note visible to operators only. The body also names author_type, operator or contact, and an optional operator_id.
Ask about Tidio

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Tidio through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy