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

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

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| Zendesk | 6% | #5 of 16 | 8% | 24 | 12 of 12 |
| Guru | 4% | #7 of 16 | 0% | 27 | 12 of 12 |

## The direct prompt, model by model

- GPT-5.4 mini: zendesk first (first choices: Zendesk) (alternatives: Confluence, Intercom)
- Gemini 3.5 Flash: guru first (first choices: Document360, Guru) (alternatives: Confluence, Help Scout Docs, Helpjuice, Notion)
- Qwen 3.7 Flash: guru first (first choices: Guru, Intercom) (alternatives: Atlassian Confluence, Document360, Zendesk)
- 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)
- Kimi K2: neither first, one named (first choices: Confluence) (alternatives: Guru, Helpjuice, Notion, Slite, Zendesk Guide)
- Claude Haiku 4.5: neither named (alternatives: Bloomfire, Document360, Lore, Stonly, Zendesk Guide)
- 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)
- Llama 4 Maverick: neither named (first choices: Helpjuice) (alternatives: Document360, Freshdesk, Pylon)
- 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)

## What the models said about Guru

- "Guru (Best for Sales, CS, & Revenue Ops Enablement)" (Gemini 3.5 Flash, direct prompt, first choice)
- "start with Guru for internal alignment" (Qwen 3.7 Flash, direct prompt, first choice)

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.