Every category where a model named Freshdesk for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant	Since September 2026
Customer support and helpdesk	Customer	27%	2 of 55	15%	74	accepted challenger	▼−18Since September 2026: 44% → 26%, −18 points. Past the 11-point floor: movement. Read over the models both editions asked.
Knowledge base and self-service	Customer	14%	3 of 88	4%	23	accepted challenger	=heldSince September 2026: 12% → 12%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Chatbots and conversational AI for support	Customer	4%	6 of 114	0%	18	accepted challenger	▲+2Since September 2026: 2% → 4%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer success platforms	Customer	0%	47 of 49	50%	4	under 10 labels · led by ChurnZero at 42%	newNew since September 2026: not ranked then, 0% now.
In-app messaging and customer communications	Customer	0%	31 of 105	0%	3	under 10 labels · led by Intercom at 21%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Contact center platforms	Customer	0%	28 of 86	0%	2	under 10 labels · led by Five9 at 18%
Conversational marketing platforms	Marketing	0%	35 of 87	0%	2	under 10 labels · led by Tidio at 13%
Call tracking platforms	Marketing	0%	37 of 63	0%	1	under 10 labels · led by CallRail at 43%
Contact center quality assurance	Customer	0%	41 of 81	0%	1	under 10 labels · led by EvaluAgent at 28%
Customer intelligence and data science	GTM data and infrastructure	0%	58 of 142	0%	1	under 10 labels · led by Amplitude at 18%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

Movement

Since September 2026, Freshdesk moved past the floor in one of ten categories: Helpdesk, −18 points to 26%. It held within the floor in the other nine.

Best category · Helpdesk · by segment

Small business▼−2Since September 2026: 36% → 34%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

34%from 36% in September 2026

Inside the floor by 9 pointsRank 1 of 51, unchanged

Mid-market▼−18Since September 2026: 44% → 26%, −18 points. Past the 11-point floor: movement. Read over the models both editions asked.

26%from 44% in September 2026

Cleared the floor by 7 pointsRank 1 → 2 of 55

Enterprise▼−10Since September 2026: 10% → 0%, −10 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

0%from 10% in September 2026

Inside the floor by 1 pointRank 3 → 14 of 56

All categories · Mid-market

Category	September 2026	Now	Change	Reading	Rank
Helpdesk	44%	26%	▼−18Since September 2026: 44% → 26%, −18 points. Past the 11-point floor: movement. Read over the models both editions asked.	Moved past the floor	Rank 1 → 2 of 55
Support chatbots	2%	4%	▲+2Since September 2026: 2% → 4%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 7 → 6 of 114
Knowledge base	12%	12%	=heldSince September 2026: 12% → 12%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 3 of 88, unchanged
Customer success	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 47 of 49, unchanged
In-app messaging	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 50 → 31 of 105
Contact center	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 28 of 86, unchanged
Conversational mktg	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 35 of 87, unchanged
Call tracking	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 37 of 63, unchanged
Contact center QA	0%	0%	newNew since September 2026: not ranked then, 0% now.	New this edition	Rank 41 of 81, unchanged
Customer intel	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 98 → 58 of 142

Shares here are read over the models both editions asked, so they can differ by a point or two from the standing above, which counts every model in this edition.

The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. Movement is read over the twelve models both editions asked; GPT-6 Luna, Muse Glimmer 30B joined this edition and are in the standing but not yet in the comparison. How the floor is measured · The editions

By model

How each model treated Freshdesk across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	2	4	1	1	8
GPT-5.4 mini	2	5	2	1	10
Gemini 3.5 Flash	0	4	0	1	5
Perplexity Sonar	2	6	0	1	9
Grok 4.1 Fast	3	3	3	2	11
Mistral Small	1	4	2	1	8
DeepSeek V4 Flash	3	5	1	1	10
Llama 4 Maverick	1	6	2	0	9
Qwen 3.7 Flash	1	7	2	1	11
Kimi K2	3	6	3	1	13
GLM 4.7 FlashX	3	4	2	1	10
MiniMax M2.5	1	3	4	1	9
GPT-6 Luna	0	5	0	1	6
Muse Glimmer 30B	5	3	1	1	10

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct53 labels13

Paraphrase64 labels15

Comparative58 labels7not counted in share

Budget-constrained54 labels22

Scale-constrained34 labels6

Negative41 labels4not counted in share

First choiceAlternativeMentionNegative304 labels in all, every segment counted; 56 of the 67 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“Freshdesk offers the most accessible entry point with a genuinely useful free tier for up to 10 agents and competitive Growth pricing at $15/agent/month.” Muse Glimmer 30B · Helpdesk · budget prompt · first choice

“The best customer support and helpdesk platform for a company with a limited budget is Freshdesk, Zoho Desk, or HelpDesk.” Llama 4 Maverick · Helpdesk · budget prompt · first choice

“Best value / fastest time-to-value: Freshdesk Freshdesk is repeatedly called out as the mid-market value play.” Muse Glimmer 30B · Helpdesk · direct prompt · first choice

“For most mid-market B2B companies, Freshdesk offers the best balance of capability, cost, and ease of use.” DeepSeek V4 Flash · Helpdesk · direct prompt · first choice

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Freshdesk (poor support, technical instability, billing surprises)” DeepSeek V4 Flash · Helpdesk · negative prompt · hard negative

“avoid using support-focused tools for customer success” Mistral Small · Customer success · negative prompt · hard negative

“Why be cautious: Recurrent complaints about authorization / email routing issues, limited documented PII redaction / data residency options on lower tiers” Muse Glimmer 30B · Helpdesk · negative prompt · soft negative

“Several negative reviews cite: Poor customer support response times... However, it's important to note that Freshdesk is still used by many businesses” MiniMax M2.5 · Helpdesk · negative prompt · soft negative

Named alongside

The products named in the same answers as Freshdesk, over the 303 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshdesk was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Zendesk Support Suite152 of 30346Compare →

Zoho Desk115 of 30316Compare →

Help Scout107 of 30319Compare →

Intercom106 of 3038Not among the top eight

HubSpot Service Hub98 of 3038Compare →

Salesforce Service Cloud79 of 3036Not among the top eight

Tidio39 of 30311Compare →

Zendesk Guide34 of 3039Compare →

Jira Service Management33 of 3032Not among the top eight

LiveAgent31 of 3034Not among the top eight

A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Freshdesk. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 283 of the 303 answers that named Freshdesk and are not a share of its labels.

Domains cited

intercom.com119

helpdesk.com110

freshworks.comYour site103

zendesk.com101

learn.g2.com95

capterra.com89

g2.com79

plain.com73

kayako.com65

blog.hubspot.com60

791 of the 894 domain citations in answers naming Freshdesk came from somebody else's page.

Pages cited

intercom.com/learning-center/best-help-desk-software78

helpdesk.com/blog/best-customer-service-software67

helpdesk.com/learn/top-help-desk-softwares66

freshworks.com/helpdesk/software49

learn.g2.com/best-help-desk-software42

tech.co/crm-software/best-helpdesk-software42

happyfox.com/helpdesk/use-cases/customer-service-software-solutions37

plain.com/blog/customer-support-software36

Pages are listed as the models cited them.

Search and answers

freshworks.com is not in Google's top ten for any of the category's searches. In the answers, Freshdesk takes 27% of first choices and Zendesk Support Suite takes 31%.

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In search

Google, US estimates

Position for “customer support and helpdesk platform”

–

not in the top ten

Position for “best customer support and helpdesk platform”

–

not in the top ten

Searches for its name, Google: 12,100 a month (“freshdesk”)
AI search demand for its name, est.: 391 a month
Its company's site: freshworks.com shared with Freshworks's other products; the figures are the site's
Organic visits to its site: about 111,586 a month
Searches its site ranks for: 18,995 · 1,140 in the top three
Sites linking to it: 42,554
Paid Google search: 30 searches its ads show for, about 436 clicks and $14,486 a month (estimate)

Ads on GoogleDetailLess

113+ ads · 108 text, 5 video · 113 shown in the last 30 days

First shown October 2021, as Freshworks Inc., verified. Ads started 2025-10 to 2026-09: 14 in the year, 99 before. 7 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

27%

rank 2 of 55 in helpdesk

Segment leader

31%

Zendesk Support Suite

First choices: 56 across its categories
Named in: 303 answers
Its own site cited: in 283 of the answers that named it

Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.

Names read as Freshdesk

What the judge wrote, as written, with how often. The vendor table decides that these count as Freshdesk; a claim can dispute any of them.

Freshdesk (Freshworks) 7Freshdesk (by Freshworks) 5Freshdesk/Freshchat 3Freshdesk (Freshchat) 2Freshdesk / Freshworks 2Freshchat/Freshdesk 1Freshdesk (Freddy AI) 1Freshdesk (Freshknowledge) 1Freshdesk (now Freshworks) 1Freshdesk / Freshdesk Omni 1Freshdesk / Freshservice 1Freshdesk/Freshservice 1Freshworks (Freshdesk) 1Freshworks / Freshdesk 1

Follow Freshdesk

An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.

Already following? Everything you follow, with a stop for each.

The company

Freshworks is the company behind Freshdesk.

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On record

Wikidata

Website: freshworks.com
Headquarters: San Mateo
Also from Freshworks: Freshservice, Freshworks CRM, Freshworks Freddy AI, Freshworks Freddy AI Agent

Fetched September 14, 2026. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata

In its own words

Stated by the vendor, not checked

Positioning: Scale your support, not your costs
freshworks.com
For: CISO; security architect; privacy officer; procurement
trust.freshworks.com
Free plan or trial: Start for free freshworks.com
Certifications: ISO/IEC 27001:2022ISO/IEC 27701:2019SOC 3SOC 2 Type 2Cyber EssentialsCyber Essentials PlusTX-RAMPCCPA
Customers named: Bahamas GovernmentBangor Savings Bank
Not stated on the pages read: Price, starting price, integrations, hosting

What Freshdesk's own pages state, read September 28, 2026: freshworks.com, freshworks.com/pricing, trust.freshworks.com, freshworks.com/products, freshworks.com/customers. A claimed page can correct any of them.

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Freshdesk's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Freshdesk, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

What a new claim receivesHide what a new claim receives

A new claim receives the current edition's vendor brief for Freshdesk by email, built from the raw record of the edition. It shows:

where Freshdesk is named, by buyer and by framing, and which cells hold its first choices;
the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
its vocabulary against the segment leader's, and the pages the models cited;
who was chosen in the answers that did not name Freshdesk, and every reason the record gives;
a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
one page of published figures cleared to show a buyer.

Badges

Wins only: a badge exists where Freshdesk is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.

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Customer support and helpdesk

Freshdesk is among the products AI models recommend first in Customer support and helpdesk this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.

Wide · 320 × 104 Website, beside other badges

Show the code

<a href="https://gtm-ai-index.com/customer/customer-support-helpdesk/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--customer-support-helpdesk-wide.svg" alt="Among AI models' top three in Customer support and helpdesk, October 2026 Edition, GTM AI Recommendation Index" width="320" height="104"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer support and helpdesk standing, where the claim can be checked.

Square · 240 × 240 LinkedIn, slides

Show the code

<a href="https://gtm-ai-index.com/customer/customer-support-helpdesk/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--customer-support-helpdesk-square.svg" alt="Among AI models' top three in Customer support and helpdesk, October 2026 Edition, GTM AI Recommendation Index" width="240" height="240"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer support and helpdesk standing, where the claim can be checked.

Compact · 200 × 56 Email signature, footer

Show the code

<a href="https://gtm-ai-index.com/customer/customer-support-helpdesk/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--customer-support-helpdesk-compact.svg" alt="Among AI models' top three in Customer support and helpdesk, October 2026 Edition, GTM AI Recommendation Index" width="200" height="56"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer support and helpdesk standing, where the claim can be checked.

Knowledge base and self-service

Freshdesk is among the products AI models recommend first in Knowledge base and self-service this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.

Wide · 320 × 104 Website, beside other badges

Show the code

<a href="https://gtm-ai-index.com/customer/knowledge-base-and-self-service/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--knowledge-base-and-self-service-wide.svg" alt="Among AI models' top three in Knowledge base and self-service, October 2026 Edition, GTM AI Recommendation Index" width="320" height="104"></a>

Copy the code as it is. The link is part of the badge: it points at the Knowledge base and self-service standing, where the claim can be checked.

Square · 240 × 240 LinkedIn, slides

Show the code

<a href="https://gtm-ai-index.com/customer/knowledge-base-and-self-service/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--knowledge-base-and-self-service-square.svg" alt="Among AI models' top three in Knowledge base and self-service, October 2026 Edition, GTM AI Recommendation Index" width="240" height="240"></a>

Copy the code as it is. The link is part of the badge: it points at the Knowledge base and self-service standing, where the claim can be checked.

Compact · 200 × 56 Email signature, footer

Show the code

<a href="https://gtm-ai-index.com/customer/knowledge-base-and-self-service/"><img src="https://gtm-ai-index.com/badges/2026-10/freshdesk--knowledge-base-and-self-service-compact.svg" alt="Among AI models' top three in Knowledge base and self-service, October 2026 Edition, GTM AI Recommendation Index" width="200" height="56"></a>

Copy the code as it is. The link is part of the badge: it points at the Knowledge base and self-service standing, where the claim can be checked.

Badges read on light and dark pages. Alt text carries the claim, the category, the edition and the index, so it stays a citation where the image does not load.