Tier2Compare / Decagon

Tier2 vs Decagon

Decagon and Tier2 solve different problems for a support queue. Decagon closes conversations across chat, voice, email and SMS by taking real actions through deep API access. Tier2 never touches your infrastructure at all: it reproduces a reported bug in its own sandbox, probes your systems read-only, and cites the evidence behind every claim. If your queue is routine and the actions are reversible, Decagon is the right purchase. If it is the technical escalations that end up on an engineer's desk anyway, that is the queue Tier2 was built for.

Decagon, in their own words

An AI concierge platform for enterprise support across chat, voice, email and SMS. Agent Operating Procedures are written in natural language, versioned in Git, and shipped with evals.

Offer surface-level, read-only API connections that can only retrieve information ... Achieves deep API integration, enabling the AI to both read information and take meaningful actions.
decagon.ai/blog/ai-agent-assistance

How it differs. Decagon markets deep API access and autonomous closure as the point. It treats read-only integration as a limitation to be overcome, which is the exact constraint we treat as the guarantee.

Buy Decagon instead if: You have high routine volume, the actions are reversible, and you are measured on deflection or resolution rate.

Side by side

Tier2 vs Decagon: the ten questions that actually decide it

	Tier2	Decagon
Primary goal	Produce evidence an engineer will trust	Resolve the conversation without a human
Answers from a knowledge base	Yes, cited to the article	Yes, and it is the core of the product
Calls your APIs to take actions	No. No write-capable credential enters the sandbox	Yes. Refunds, account updates, subscription changes
Runs code to reproduce a reported bug	Yes, in a per-tenant sandbox	Not a published capability
Live DNS, TLS and HTTP probes	Yes, against validated public hostnames	Not a published capability
Reads your database	Named, parameterized queries on a read replica	Through APIs and connectors, not SQL
Sends to the customer unattended	Never. Draft-only, earned per category	Yes. Autonomous resolution is the product
Uncited claims	Dropped by the renderer, and the drop is counted	A supervisor model reviews for grounding
Pricing basis	Flat plan, no per-seat charge	Per conversation or per resolution
Buyer	Technical teams, roughly 3 to 15 engineers	Enterprise CX organisations

This page compares one capability set against the other. For the full picture including Sierra and Intercom Fin, see the Tier2 comparison overview, or read why Tier2 does not close your tickets for the reasoning behind the read-only, draft-only design.

Ready when you are

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Send your last 200 technical tickets and we will show you what Tier2 would have answered and what it would have escalated.

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Draft-only by defaultRead + probe access only