Every category where a model named Help Scout Docs 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
Knowledge base and self-service	Customer	2%	13 of 88	6%	18	accepted challenger	▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

Movement

Since September 2026, Help Scout Docs held within the floor in its one category: no change cleared 11 points.

Best category · Knowledge base · by segment

Small business▲+4Since September 2026: 10% → 14%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

14%from 10% in September 2026

Inside the floor by 7 pointsRank 4 → 2 of 75

Mid-market▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

2%from 0% in September 2026

Inside the floor by 9 pointsRank 19 → 12 of 85

Enterprise=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

0%from 0% in September 2026

Inside the floor by 11 pointsRank 53 → 56 of 79

All categories · Mid-market

Category	September 2026	Now	Change	Reading	Rank
Knowledge base	0%	2%	▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 19 → 13 of 88

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 Help Scout Docs 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	1	1	0	0	2
GPT-5.4 mini	0	1	0	0	1
Gemini 3.5 Flash	0	1	0	0	1
Perplexity Sonar	0	0	1	0	1
Grok 4.20	0	1	0	1	2
Mistral Small	0	1	0	0	1
DeepSeek V4 Flash	0	1	0	0	1
Llama 4 Maverick	0	1	1	0	2
Qwen 3.7 Flash	0	0	0	0	0
Kimi K2	0	1	1	0	2
GLM 4.7 FlashX	0	4	0	0	4
MiniMax M2.5	0	0	0	0	0
GPT-6 Luna	0	0	0	0	0
Muse Glimmer 30B	0	1	0	0	1

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

Direct10 labels3

Paraphrase17 labels5

Comparative13 labels2not counted in share

Budget-constrained7 labelsNone

Scale-constrained3 labelsNone

Negative6 labelsNone

First choiceAlternativeMentionNegative56 labels in all, every segment counted; 8 of the 10 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.

“I'd recommend starting with Help Scout or Freshdesk” Claude Haiku 4.5 · Knowledge base · paraphrase prompt · first choice

“"Help Scout Docs works well for small and mid-sized support teams that want simple self-service."” Muse Glimmer 30B · Knowledge base · comparative prompt · alternative

“Help Scout works well for small teams wanting a knowledge base and shared inbox under one login” Claude Haiku 4.5 · Knowledge base · comparative prompt · alternative

“good fit, but it tends to be better for smaller teams or teams that want to stay lightweight” GPT-5.4 mini · Knowledge base · paraphrase prompt · alternative

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.

“Avoid if Budget < $0: ... Help Scout (5 users/10 articles)” Grok 4.20 · Knowledge base · budget prompt · hard negative

Named alongside

The products named in the same answers as Help Scout Docs, over the 56 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Help Scout Docs was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Notion33 of 5615Not among the top eight

Document36027 of 565Not among the top eight

Zendesk Guide27 of 564Not among the top eight

Confluence25 of 562Not among the top eight

Guru19 of 560Not among the top eight

Slite18 of 562Not among the top eight

Freshdesk17 of 566Not among the top eight

Intercom Articles14 of 560Not among the top eight

Slab10 of 562Not among the top eight

Tettra10 of 560Not 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 Help Scout Docs. 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 55 of the 56 answers that named Help Scout Docs and are not a share of its labels.

Domains cited

learn.g2.com28

plain.com19

blog.hubspot.com17

mangoapps.com17

zendesk.com17

helply.com16

assembly.com14

helpjuice.com14

albato.com13

freshworks.com13

168 of the 168 domain citations in answers naming Help Scout Docs came from somebody else's page.

Pages cited

learn.g2.com/best-knowledge-base-software21

mangoapps.com/articles/best-knowledge-management-software17

assembly.com/blog/best-knowledge-base-software14

albato.com/blog/publications/best-knowledge-base-software13

helpjuice.com/blog/knowledge-base-software-buying-guide13

plain.com/blog/best-knowledge-base-software-12-top-tools-for-202513

slite.com/learn/knowledge-base-softwares12

squibler.io/learn/software/knowledge-management-software12

Pages are listed as the models cited them.

Search and answers

helpscout.com is not in Google's top ten for any of the category's searches. In the answers, Help Scout Docs takes 2% of first choices and Notion takes 21%.

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In search

Google, US estimates

Position for “knowledge base software”

–

not in the top ten

Position for “best knowledge base software”

–

not in the top ten

Searches for its name, Google: 70 a month (“help scout docs”)
AI search demand for its name, est.: 0 a month
Organic visits to its site: about 37,899 a month
Searches its site ranks for: 9,325 · 424 in the top three
Sites linking to it: 27,100
Paid Google search: No ads found in the estimate; that does not mean it runs none

Ads on GoogleDetailLess

107 ads · 80 image, 23 text, 4 video · 14 shown in the last 30 days

First shown August 2025, as HELP SCOUT PBC, verified. Ads started 2025-10 to 2026-09: 94 in the year, 13 before.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 13 of 88 in knowledge base

Segment leader

21%

Notion

First choices: 8 across its categories
Named in: 56 answers
Its own site cited: in 55 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.

What it publishes

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Addresses on helpscout.com

951

subdomains included

Content

347

counted in the table below

Documentation

313

Product · Integration

1 · 0

Kind	Pages	Last 90 days
Blog	287	undated
Comparison	27	undated
Webinar or virtual event	11	undated
Glossary or explainer	10	undated
Report or ebook	5	undated
Case study	2	undated
Template or tool	2	undated
Podcast or video	2	undated
News or press	1	undated

How it is countedHide how it is counted

Every page helpscout.com exposes, subdomains included. Kind is read from the address and title. The last 90 days, the latest date and the twelve months count pages by when they were published, from the site's feeds, a date in the address, or the page's own publication date, read from up to a hundred of its most recently changed pages; a page that says only when it last changed is counted in its kind but not in when, so the recent counts are a floor, and a kind none of whose pages gives a publication date reads undated. An event counts as online when its address or title says so (webinar, on demand, virtual or online summit); a conference, summit, trade show, expo or roadshow that does not say so is counted as a conference or event, which on a vendor's site is mostly in person. Read September 29, 2026.

Names read as Help Scout Docs

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

Help Scout 14Help Scout (Docs) 1

Follow Help Scout Docs

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

Help Scout is the company behind Help Scout Docs.

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On record

Wikidata

Website: helpscout.com
Headquarters: Boston, United States
Founded: 2011

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

In its own words

Stated by the vendor, not checked

Positioning: Searchable product tutorials
helpscout.com
For: customer-first teams
helpscout.com/platform
Price stated: Additional Docs sites are available for $20 per month when paid annually (or $24 per month). helpscout.com/pricing
Free plan or trial: Start for Free helpscout.com
Integrations claimed: 100 helpscout.com
Certifications: HIPAASOC 2 Type II
Customers named: FreightzyeCatholicKing Arthur FlourMixmaxBrain.fmLitmusGeorge Washington University
Not stated on the pages read: Starting price, hosting

What Help Scout Docs's own pages state, read October 5, 2026: helpscout.com, helpscout.com/pricing, trust.helpscout.com, helpscout.com/platform, helpscout.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 Help Scout Docs'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 Help Scout Docs, 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 Help Scout Docs by email, built from the raw record of the edition. It shows:

where Help Scout Docs 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 Help Scout Docs, 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.