Small business▲+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 76 → 10 of 75
1 category · RankedZendesk Guide
112Judge labels
19First choices
21Negative labels
14 / 14Models named it
1Category
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10-05.2, every buyer segment counted.
Best standing
28% in Knowledge base for enterprise buyers
Rank 4 of 88 in the mid-market standingaccepted challenger
1 of 14 models made it the first choice on the direct prompt; 10% of its 40 labels there were negative.
What the models named instead of Zendesk Guide →By buyer segmentStrongest at enterprise.
Small business11 of 77
2%27 labels
criticized challenger
Mid-market4 of 88
7%40 labels
accepted challenger
Enterprise1 of 85
28%44 labels
accepted challenger
In knowledge base · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading
Standing by category
Every category where a model named Zendesk Guide 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 | 7% | 4 of 88 | 10% | 40 | accepted challenger | ▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
Movement
Since September 2026, Zendesk Guide held within the floor in its one category: no change cleared 11 points.
Best category · Knowledge base · by segment
Mid-market▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
8%from 6% in September 2026
Inside the floor by 9 pointsRank 4 of 85, unchanged
Enterprise▼−5Since September 2026: 30% → 26%, −5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
26%from 30% in September 2026
Inside the floor by 6 pointsRank 1 → 2 of 79
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| Knowledge base | 6% | 8% | ▲+2Since September 2026: 6% → 8%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 4 of 88, unchanged |
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 Zendesk Guide across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
How each model treated Zendesk Guide across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.
ShowHide| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 3 | 0 | 0 | 3 |
| GPT-5.4 mini | 3 | 0 | 0 | 0 | 3 |
| Gemini 3.5 Flash | 0 | 3 | 1 | 1 | 5 |
| Perplexity Sonar | 0 | 1 | 1 | 0 | 2 |
| Grok 4.20 | 1 | 0 | 2 | 0 | 3 |
| Mistral Small | 1 | 0 | 1 | 1 | 3 |
| DeepSeek V4 Flash | 0 | 2 | 0 | 1 | 3 |
| Llama 4 Maverick | 0 | 1 | 1 | 0 | 2 |
| Qwen 3.7 Flash | 0 | 3 | 2 | 0 | 5 |
| Kimi K2 | 0 | 1 | 0 | 1 | 2 |
| GLM 4.7 FlashX | 0 | 1 | 2 | 0 | 3 |
| MiniMax M2.5 | 0 | 1 | 1 | 0 | 2 |
| GPT-6 Luna | 0 | 3 | 0 | 0 | 3 |
| 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
Direct27 labels5
Paraphrase32 labels14
Comparative22 labels1not counted in share
Budget-constrained8 labelsNone
Scale-constrained9 labelsNone
Negative14 labelsNone
First choiceAlternativeMentionNegative112 labels in all, every segment counted; 19 of the 20 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.
“my default recommendation would be Zendesk. It's the safest all-around choice” GPT-5.4 mini · Knowledge base · paraphrase prompt · first choice
“Best overall for B2B support + self-service: Zendesk ... I'd start with Zendesk.” GPT-5.4 mini · Knowledge base · direct prompt · first choice
“I'd recommend Zendesk as the top customer self-service help center tool.” Grok 4.20 · Knowledge base · paraphrase prompt · first choice
“If you run customer support: start with Zendesk or Intercom” GPT-5.4 mini · Knowledge base · comparative 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.
“typical enterprise tools (like Zendesk or Salesforce) are often too expensive” Gemini 3.5 Flash · Knowledge base · budget prompt · soft negative
“Higher price point; may be overkill for smaller mid-market teams” Kimi K2 · Knowledge base · direct prompt · soft negative
“can become expensive, especially with add-ons like AI features” Mistral Small · Knowledge base · negative prompt · soft negative
“arguably overkill (and overpriced) for most mid-sized teams” DeepSeek V4 Flash · Knowledge base · paraphrase prompt · soft negative
Named alongside
The products named in the same answers as Zendesk Guide, over the 112 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zendesk Guide was named but was not.ShowHide
Named alongside
The products named in the same answers as Zendesk Guide, over the 112 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zendesk Guide was named but was not.
ShowHideProductSame answerTook the first choice insteadHead to head
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 Zendesk Guide. 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 99 of the 112 answers that named Zendesk Guide and are not a share of its labels.
Domains cited
learn.g2.com50
slite.com43
plain.com37
zendesk.comYour site32
g2.com29
helply.com26
blog.hubspot.com24
document360.com23
monday.com23
helpjuice.com21
276 of the 308 domain citations in answers naming Zendesk Guide came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
zendesk.com is not in Google's top ten for any of the category's searches. In the answers, Zendesk Guide takes 7% of first choices and Notion takes 21%.ShowHide
Search and answers
zendesk.com is not in Google's top ten for any of the category's searches. In the answers, Zendesk Guide takes 7% of first choices and Notion takes 21%.
ShowHideIn search
Google, US estimatesPosition 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
- 210 a month (“zendesk guide”)
- AI search demand for its name, est.
- 1 a month
- Organic visits to its site
- about 5,365,445 a month
- Searches its site ranks for
- 665,842 · 40,244 in the top three
- Sites linking to it
- 343,954
- Paid Google search
- 12 searches its ads show for, about 932 clicks and $16,181 a month (estimate)
In answers
This editionShare of first choices
7%
rank 4 of 88 in knowledge base
Segment leader
21%
Notion
- First choices
- 19 across its categories
- Named in
- 112 answers
- Its own site cited
- in 99 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
ShowHide
What it publishes
ShowHideAddresses on zendesk.com
10,131
subdomains included
Content
2,565
counted in the table below
Documentation
6,313
Product · Integration
39 · 731
| Kind | Pages | Last 90 days | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| Blog | 1,365 | 32 | 2026-09-18 | ||
| News or press | 473 | 4 | 2026-09-14 | ||
| Case study | 356 | 10 | 2026-09-23 | ||
| Comparison | 114 | 0 | 2025-09-21 | ||
| Report or ebook | 102 | 1 | 2026-09-10 | ||
| Glossary or explainer | 59 | 7 | 2026-09-25 | ||
| Conference or event | 48 | 1 | 2026-09-18 | ||
| Podcast or video | 38 | 0 | 2026-06-01 | ||
| Webinar or virtual event | 5 | 0 | 2025-06-13 | ||
| Template or tool | 5 | 0 | 2026-06-22 |
Most recent
- 2026-09-25What is ai governance customer service glossary or explainer
- 2026-09-23Solo by myob case study
- 2026-09-22Thoughtworks case study
- 2026-09-22Star21 case study
- 2026-09-18Zendesk AI Summit 2026 conference or event
- 2026-09-18Custom ai agents blog
How it is countedHide how it is counted
Every page zendesk.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 Zendesk Guide
What the judge wrote, as written, with how often. The vendor table decides that these count as Zendesk Guide; a claim can dispute any of them.
Zendesk 19Zendesk Knowledge 2Zendesk Guide / Zendesk Knowledge 1Zendesk Knowledge Base 1
Follow Zendesk Guide
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
Zendesk is the company behind Zendesk Guide.ShowHide
The company
Zendesk is the company behind Zendesk Guide.
ShowHideOn record
Wikidata- Website
- zendesk.com
- Headquarters
- San Francisco, United States
- Founded
- 2007
- Employees
- about 3,830 (2020)
- Ownership
- Public, zen on New York Stock Exchange
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- Free plan or trial
- 14-day free trial zendesk.com
- Integrations claimed
- 1800 zendesk.com
- Customers named
- VimeoOpenlyNOBULLNEXTSiemensIndigovDunlop-Sports
- Not stated on the pages read
- Positioning, who it is for, price, starting price, certifications, hosting
What Zendesk Guide's own pages state, read September 28, 2026: zendesk.com, zendesk.com/pricing, zendesk.com/blog/analytics-and-data/security, zendesk.com/platform, zendesk.com/marketplace. 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 Zendesk Guide'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 Zendesk Guide, 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 Zendesk Guide by email, built from the raw record of the edition. It shows:
- where Zendesk Guide 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 Zendesk Guide, 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.