# Freshdesk: how AI models rank it, October 2026

GTM AI Recommendation Index, October 2026 Edition. Named in 129 judge labels across 10 categories by 14 of 14 models. Page: https://gtm-ai-index.com/vendors/freshdesk/

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| Customer support and helpdesk | 27% | 2 | 15% | 74 |
| Knowledge base and self-service | 14% | 3 | 4% | 23 |
| Chatbots and conversational AI for support | 4% | 6 | 0% | 18 |
| Customer success platforms | 0% | 47 | 50% | 4 |
| In-app messaging and customer communications | 0% | 31 | 0% | 3 |
| Contact center platforms | 0% | 28 | 0% | 2 |
| Conversational marketing platforms | 0% | 35 | 0% | 2 |
| Call tracking platforms | 0% | 37 | 0% | 1 |
| Contact center quality assurance | 0% | 41 | 0% | 1 |
| Customer intelligence and data science | 0% | 58 | 0% | 1 |

## What the models said for it

- "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)
- "The best customer support and helpdesk platform for a company with a limited budget is Freshdesk, Zoho Desk, or HelpDesk." (Llama 4 Maverick, Helpdesk)
- "Best value / fastest time-to-value: Freshdesk
Freshdesk is repeatedly called out as the mid-market value play." (Muse Glimmer 30B, Helpdesk)
- "For most mid-market B2B companies, Freshdesk offers the best balance of capability, cost, and ease of use." (DeepSeek V4 Flash, Helpdesk)

## And against it

- "Freshdesk (poor support, technical instability, billing surprises)" (DeepSeek V4 Flash, Helpdesk)
- "avoid using support-focused tools for customer success" (Mistral Small, Customer success)
- "Why be cautious: Recurrent complaints about authorization / email routing issues, limited documented PII redaction / data residency options on lower tiers" (Muse Glimmer 30B, Helpdesk)
- "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)

## Movement since September 2026

Floor: 11 points of share, measured on the calibration repeat. A larger change is movement; a smaller one is noise.

- Customer support and helpdesk: 44% to 27%, −18. Cleared the floor by 7 points · rank 1 → 2 of 55.
- Chatbots and conversational AI for support: 2% to 4%, +2. Inside the floor by 9 points · rank 7 → 6 of 114.
- Knowledge base and self-service: 12% to 14%, ±0. Inside the floor by 11 points · rank 3 of 88, unchanged.
- Customer success platforms: 0% to 0%, ±0. New · not ranked in September 2026 · rank 47 of 49.
- In-app messaging and customer communications: 0% to 0%, ±0. Inside the floor by 11 points · rank 50 → 31 of 105.
- Contact center platforms: 0% to 0%, ±0. New · not ranked in September 2026 · rank 28 of 86.
- Conversational marketing platforms: 0% to 0%, ±0. New · not ranked in September 2026 · rank 35 of 87.
- Call tracking platforms: 0% to 0%, ±0. New · not ranked in September 2026 · rank 37 of 63.
- Contact center quality assurance: 0% to 0%, ±0. New · not ranked in September 2026 · rank 41 of 81.
- Customer intelligence and data science: 0% to 0%, ±0. Inside the floor by 11 points · rank 98 → 58 of 142.

## The company

Freshworks; https://www.freshworks.com/; San Mateo. From Wikidata, fetched 2026-09-14.

## In its own words

What Freshdesk's own pages state, read 2026-09-28. Stated by the vendor, not checked by the index.

- Positioning: Scale your support, not your costs (https://freshworks.com/)
- For: CISO; security architect; privacy officer; procurement (https://trust.freshworks.com)
- Free plan or trial: Start for free (https://freshworks.com/)
- Certifications: ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type 2, Cyber Essentials, Cyber Essentials Plus, TX-RAMP, CCPA
- Customers named: Bahamas Government, Bangor Savings Bank

## Record

- Method: https://gtm-ai-index.com/methodology/
- Raw judge labels and full responses: https://gtm-ai-index.com/data/
- License: CC BY 4.0. Cite as GTM AI Recommendation Index, October 2026 Edition, gtm-ai-index.com.