# Freshdesk vs Zendesk: which do AI models recommend for knowledge base, September 2026

GTM AI Recommendation Index, September 2026 Edition, Knowledge base and self-service. Zero of twelve models named Freshdesk first on the direct prompt; one named Zendesk. Page: https://gtm-ai-index.com/customer/knowledge-base-and-self-service/freshdesk-vs-zendesk/

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| Freshdesk | 12% | #3 of 16 | 0% | 22 | 11 of 12 |
| Zendesk | 6% | #5 of 16 | 8% | 24 | 12 of 12 |

## The direct prompt, model by model

- GPT-5.4 mini: zendesk first (first choices: Zendesk) (alternatives: Confluence, Intercom)
- Mistral Small: neither first, one named (first choices: Plain) (alternatives: Confluence, Document360, Freshdesk, Guru, Slite)
- DeepSeek V4 Flash: neither first, one named (first choices: Document360) (alternatives: Freshdesk, Guru, Help Scout, Helpjuice, Zendesk)
- Llama 4 Maverick: neither first, one named (first choices: Helpjuice) (alternatives: Document360, Freshdesk, Pylon)
- Qwen 3.7 Flash: neither first, one named (first choices: Guru, Intercom) (alternatives: Atlassian Confluence, Document360, Zendesk)
- Claude Haiku 4.5: neither named (alternatives: Bloomfire, Document360, Lore, Stonly, Zendesk Guide)
- Gemini 3.5 Flash: neither named (first choices: Document360, Guru) (alternatives: Confluence, Help Scout Docs, Helpjuice, Notion)
- Perplexity Sonar: neither named (first choices: Document360) (alternatives: Confluence, Helpjuice, Zendesk Guide)
- Grok 4.1 Fast: neither named (first choices: Document360) (alternatives: Confluence, Helpjuice, Notion, Slite, Zendesk Guide)
- Kimi K2: neither named (first choices: Confluence) (alternatives: Guru, Helpjuice, Notion, Slite, Zendesk Guide)
- GLM 4.7 FlashX: neither named (first choices: Helply) (alternatives: Confluence, Notion, Plain, Slite)
- MiniMax M2.5: neither named (first choices: Document360) (alternatives: Helpjuice, Zendesk Guide/Knowledge)

Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all twelve models, for a mid-market B2B company; rank is within the category. Comparisons are drawn for the top eight products in each category. Published under CC BY 4.0; the output is the models' output, and nothing here is a recommendation by the index.