Small business▼−1Since September 2026: 26% → 25%, −1 point. Inside the 11-point floor: within noise. Read over the models both editions asked.
25%from 26% in September 2026
Inside the floor by 10 pointsRank 2 of 51, unchanged
Zoho · 6 categories · RankedZoho Desk
137Judge labels
31First choices
7Negative labels
14 / 14Models named it
6Categories
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
25% in Helpdesk for small business buyers
Rank 4 of 55 in the mid-market standingaccepted challenger
0 of 14 models made it the first choice on the direct prompt; 0% of its 36 labels there were negative.
What the models named instead of Zoho Desk →By buyer segmentStrongest at small business.
Small business2 of 51
25%54 labels
accepted challenger
Mid-market4 of 55
12%36 labels
accepted challenger
Enterprise11 of 61
2%14 labels
criticized challenger
In helpdesk · 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 Zoho Desk 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 | 12% | 4 of 55 | 0% | 36 | accepted challenger | ▼−12Since September 2026: 23% → 11%, −12 points. Past the 11-point floor: movement. Read over the models both editions asked. |
| Knowledge base and self-service | Customer | 0% | 22 of 88 | 0% | 6 | under 10 labels · led by Notion at 21% | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| Chatbots and conversational AI for support | Customer | 0% | 45 of 114 | 0% | 3 | under 10 labels · led by Intercom Fin AI Agent at 41% | ▼−7Since September 2026: 7% → 0%, −7 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| Customer success platforms | Customer | 0% | 39 of 49 | 50% | 2 | under 10 labels · led by ChurnZero at 42% | newNew since September 2026: not ranked then, 0% now. |
| Contact center platforms | Customer | 0% | 62 of 86 | 0% | 1 | under 10 labels · led by Five9 at 18% | |
| Conversational marketing platforms | Marketing | 0% | 60 of 87 | 0% | 1 | under 10 labels · led by Tidio at 13% |
Movement
Since September 2026, Zoho Desk moved past the floor in one of six categories: Helpdesk, −12 points to 11%. It held within the floor in the other five.
Best category · Helpdesk · by segment
Mid-market▼−12Since September 2026: 23% → 11%, −12 points. Past the 11-point floor: movement. Read over the models both editions asked.
11%from 23% in September 2026
Cleared the floor by 1 pointRank 2 → 4 of 55
Enterprise▲+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 23 → 8 of 56
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| Helpdesk | 23% | 11% | ▼−12Since September 2026: 23% → 11%, −12 points. Past the 11-point floor: movement. Read over the models both editions asked. | Moved past the floor | Rank 2 → 4 of 55 |
| Support chatbots | 7% | 0% | ▼−7Since September 2026: 7% → 0%, −7 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 3 → 45 of 114 |
| Knowledge base | 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 29 → 22 of 88 |
| Customer success | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 39 of 49, unchanged |
| Contact center | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 62 of 86, unchanged |
| Conversational mktg | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 60 of 87, 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 Zoho Desk 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 Zoho Desk 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 | 4 | 0 | 0 | 4 |
| GPT-5.4 mini | 1 | 1 | 0 | 0 | 2 |
| Gemini 3.5 Flash | 1 | 2 | 0 | 0 | 3 |
| Perplexity Sonar | 0 | 3 | 1 | 1 | 5 |
| Grok 4.1 Fast | 0 | 3 | 2 | 0 | 5 |
| Mistral Small | 0 | 1 | 1 | 0 | 2 |
| DeepSeek V4 Flash | 1 | 4 | 2 | 0 | 7 |
| Llama 4 Maverick | 1 | 0 | 1 | 0 | 2 |
| Qwen 3.7 Flash | 0 | 1 | 1 | 0 | 2 |
| Kimi K2 | 2 | 1 | 1 | 0 | 4 |
| GLM 4.7 FlashX | 1 | 4 | 1 | 0 | 6 |
| MiniMax M2.5 | 0 | 0 | 1 | 0 | 1 |
| GPT-6 Luna | 1 | 1 | 0 | 0 | 2 |
| Muse Glimmer 30B | 1 | 2 | 1 | 0 | 4 |
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
Direct14 labels2
Paraphrase25 labels6
Comparative30 labels1not counted in share
Budget-constrained38 labels23
Scale-constrained13 labelsNone
Negative17 labels3not counted in share
First choiceAlternativeMentionNegative137 labels in all, every segment counted; 31 of the 35 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.
“The best overall value for a small to medium-sized business (SMB) that needs to handle multiple support channels.” GLM 4.7 FlashX · Helpdesk · budget prompt · first choice
“Best Overall Value (SaaS): Zoho Desk ... the most robust hosted helpdesk you can get for the lowest price” Gemini 3.5 Flash · Helpdesk · budget prompt · first choice
“More affordable at scale, AI included in price, better for Zoho ecosystem users” Kimi K2 · Helpdesk · negative prompt · first choice
“Zoho Desk or Freshdesk offer the best value with robust features” Kimi K2 · Helpdesk · budget 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.
“cheaper support tools, but they are more customer service platforms than full customer success platforms” Perplexity Sonar · Customer success · budget prompt · soft negative
Named alongside
The products named in the same answers as Zoho Desk, over the 136 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zoho Desk was named but was not.ShowHide
Named alongside
The products named in the same answers as Zoho Desk, over the 136 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zoho Desk 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 Zoho Desk. 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 130 of the 136 answers that named Zoho Desk and are not a share of its labels.
Domains cited
helpdesk.com66
intercom.com66
freshworks.com57
learn.g2.com57
capterra.com48
zendesk.com46
g2.com38
hiverhq.com31
blog.hubspot.com30
cloudtalk.io29
468 of the 468 domain citations in answers naming Zoho Desk came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
Where Zoho Desk stands in Google search beside where it stands in the models' answers.ShowHide
Search and answers
Where Zoho Desk stands in Google search beside where it stands in the models' answers.
ShowHideIn search
Google, US estimates- Searches for its name, Google
- 8,100 a month (“zoho desk”)
- AI search demand for its name, est.
- 105 a month
- Its own site
- It sits on Zoho's site (zoho.com), so there are no site figures for it alone
In answers
This editionShare of first choices
12%
rank 4 of 55 in helpdesk
Segment leader
31%
Zendesk Support Suite
- First choices
- 31 across its categories
- Named in
- 136 answers
- Its own site cited
- in 130 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 Zoho Desk
What the judge wrote, as written, with how often. The vendor table decides that these count as Zoho Desk; a claim can dispute any of them.
Zoho 1
Follow Zoho Desk
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
Zoho is the company behind Zoho Desk.ShowHide
The company
Zoho is the company behind Zoho Desk.
ShowHideOn record
Company records- Also from Zoho
- Bigin by Zoho, Zoho Analytics, Zoho Backstage, Zoho Backstage Lead Retrieval, Zoho Billing, Zoho Bookings, Zoho CPQ, Zoho CRM and 27 more
In its own words
Stated by the vendor, not checked- Positioning
- Being the industry's first context-aware help desk software
- For
- customer service teams
- Price stated
- The pricing is flexible as well: you can opt to pay monthly or annually. Once you pay, you get to use the full set of features. And if you don't want to pay for a plan, you can use our free version indefinitely. zoho.com/desk/why-choose-zoho-desk.html
- Free plan or trial
- use our free version indefinitely; No credit card required. zoho.com/desk/why-choose-zoho-desk.html
- Certifications
- SOC 2GDPRHIPAACCPA
- Hosting
- 16 available locationsUS
- Customers named
- Mitrefinch
- Not stated on the pages read
- Starting price, integrations
What Zoho Desk's own pages state, read September 28, 2026: zoho.com/desk/why-choose-zoho-desk.html, zoho.com/desk/zohodesk-zendesk-quiz.html, zoho.com/assist/zoho-desk-integration.html, zoho.com/analytics/zoho-desk-advanced-analytics.html, zoho.com/analytics/zoho-desk-analytics-solutions.html. 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 Zoho Desk'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 Zoho Desk, 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 Zoho Desk by email, built from the raw record of the edition. It shows:
- where Zoho Desk 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 Zoho Desk, 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.