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
Knowledge base and self-service	Customer	0%	20 of 96	16%	19	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Zendesk Guide yet. The next is due October 1, 2026. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

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

Model	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	1	1	0	2
GPT-5.4 mini	0	1	0	1
Gemini 3.5 Flash	2	1	1	4
Perplexity Sonar	1	1	0	2
Grok 4.1 Fast	1	2	0	3
Mistral Small	0	0	0	0
DeepSeek V4 Flash	1	0	1	2
Llama 4 Maverick	0	0	0	0
Qwen 3.7 Flash	1	0	0	1
Kimi K2	1	1	1	3
GLM 4.7 FlashX	0	0	0	0
MiniMax M2.5	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

Direct16 labels2

Paraphrase4 labelsNone

Comparative13 labelsNone

Budget-constrained3 labelsNone

Scale-constrained8 labelsNone

Negative10 labelsNone

First choiceAlternativeMentionNegative54 labels in all, every segment counted; 2 of the 2 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.

“suited for customer support teams at mid-market and enterprise companies that already use Zendesk” Claude Haiku 4.5 · Knowledge base · direct prompt · alternative

“best if your knowledge base is part of a customer support stack and you already use Zendesk” Perplexity Sonar · Knowledge base · direct prompt · alternative

“Zendesk Guide (part of Zendesk Suite) remains the default market standard.” Gemini 3.5 Flash · Knowledge base · paraphrase prompt · alternative

“For a Customer Support Portal: Go with Zendesk or Document360.” Qwen 3.7 Flash · Knowledge base · comparative 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 This Tool | Zendesk Guide | You only need a knowledge base (not full support suite)” DeepSeek V4 Flash · Knowledge base · negative prompt · hard negative

“However, it is expensive and requires a dedicated administrator to set up correctly.” Gemini 3.5 Flash · Knowledge base · direct prompt · soft negative

“Excellent if you already use Zendesk. Don't buy the suite just for the KB.” Kimi K2 · Knowledge base · negative prompt · soft negative

Named alongside

The products named in the same answers as Zendesk Guide, over the 54 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.

ProductSame answerTook the first choice insteadHead to head

Notion43 of 546Not in the top three

Document36041 of 549Not in the top three

Confluence39 of 543Not in the top three

Guru36 of 541Not in the top three

Slite22 of 543Not in the top three

Helpjuice17 of 541Not in the top three

Tettra15 of 540Not in the top three

Bloomfire14 of 541Not in the top three

Help Scout13 of 540Not in the top three

Slab12 of 540Not in the top three

A head-to-head page exists where both products are in a category's top three. 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, four of the twelve in this edition, so these counts come from 8 of the 54 answers that named Zendesk Guide and are not a share of its labels.

Domains cited

slite.com5

assembly.com4

learn.g2.com4

ferndesk.com3

helpcenter.io3

productlift.dev3

zendesk.comYour site3

bettermode.com2

egain.com2

exoplatform.com2

Twenty-eight of the thirty-one domain citations in answers naming Zendesk Guide came from somebody else's page.

Pages cited

slite.com/learn/knowledge-base-softwares5

assembly.com/blog/best-knowledge-base-software4

helpcenter.io/blog/best-knowledge-base-software-20263

learn.g2.com/best-knowledge-base-software3

productlift.dev/best-knowledge-base-software3

bettermode.com/blog/knowledge-base-software2

egain.com/best-knowledge-base-software-20262

exoplatform.com/blog/best-knowledge-management-software2

Pages are listed as the models cited them.

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 Guide / Zendesk Knowledge 1Zendesk Knowledge 1

The company

Zendesk is the company behind Zendesk Guide.

Website: zendesk.com
Headquarters: San Francisco, United States
Founded: 2007
Employees: about 3,830 (2020)
Ownership: Public, zen on New York Stock Exchange

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

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.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at zendesk.com is approved on the spot, any other address is reviewed by hand.

Your name and company appear on the claimed page, or the company alone if you ask below. A title and a LinkedIn address appear there too if you give them, and are left off if you do not. Your email address is never published.