AI IT support agents · October 2026 Edition
Freshservice vs Zendesk AI Agents
Three of fourteen models named Freshservice first on the direct prompt; zero named Zendesk AI Agents. Freshservice was named by thirteen of the fourteen models and Zendesk AI Agents by fourteen and Freshservice carries 17 labels and Zendesk AI Agents 35, so the shares are not directly comparable.
Named in nine categories this edition.
Named in one category this edition.
First-choice share9%6%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate0%14%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#1#2A position in a field of 8; printed, not drawn.
Labels1735A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, Freshservice reading right to left. Rank and label count are printed, not drawn.Freshservice vs Intercom Fin · Freshservice vs Freshdesk · Freshservice vs Zoho Desk
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the AI IT support agents page.
By framing
How many of the fourteen models made each the first choice, per way of asking, and how many argued against it.
FreshserviceFirst choices, of fourteen modelsZendesk AI Agents
Direct301 against Zendesk AI Agents
Paraphrase22
Comparative01
Budget-constrained011 against Zendesk AI Agents
Scale-constrained00
Negative003 against Zendesk AI Agents
Bars are first choices, 0 to 14 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to fourteen.
Every model, every framing
The eighty-four answers behind the chart above, one cell each: where Freshservice and Zendesk AI Agents stood in it.
| Model | Direct | Paraphrase | Comparative | Budget-constrained | Scale-constrained | Negative |
|---|---|---|---|---|---|---|
| Claude Haiku 4.5 | | | ||||
| GPT-5.4 mini | | | | |||
| Gemini 3.5 Flash | | | | |||
| Perplexity Sonar | | | ||||
| Grok 4.1 Fast | | | | | ||
| Mistral Small | | | ||||
| DeepSeek V4 Flash | | | ||||
| Llama 4 Maverick | | |||||
| Qwen 3.7 Flash | | | | | ||
| Kimi K2 | | | | | ||
| GLM 4.7 FlashX | | | ||||
| MiniMax M2.5 | | | ||||
| GPT-6 Luna | | | ||||
| Muse Glimmer 30B | | | |
Freshservice Zendesk AI Agents first choice named as an alternative argued againstblank: not namedEach cell is one answer, Freshservice on the left and Zendesk AI Agents on the right.The direct prompt
The plain question, one answer per model, grouped by where Freshservice and Zendesk AI Agents stood in it.
Freshservice first, Zendesk AI Agents an alternative
3 of 14 modelsZendesk AI Agents was named in the answer but not as the choice, or not at all.Mistral SmallAtera, Freshservice, SysAid alternatives: Conversica, Forethought, Genesys Cloud CX
Llama 4 MaverickFreshservice, SysAid alternatives: DeskFerry, HelpDesk, Relevance AI, n8n
Qwen 3.7 FlashFreshservice, Intercom Fin alternatives: Jira Service Management, Zendesk AI Agents
Neither was the first choice, one was named
3 of 14 modelsThe answer put something else first and named one of the two as an alternative.Claude Haiku 4.5Risotto alternatives: Freshservice, Moveworks, Zoho Desk, eesel AI
Grok 4.1 FastFreshservice with Freddy AI alternatives: Aisera, Freshdesk, Moveworks, Zendesk AI Agents
MiniMax M2.5Decagon alternatives: Forethought, Freshservice, Jira Service Management, SysAid, eesel AI
Neither was named
8 of 14 modelsThe answer made no first choice from these two in this category.GPT-5.4 miniFreshservice with Freddy AI alternatives: Moveworks, ServiceNow Now Assist, SysAid
Gemini 3.5 FlashRisotto alternatives: Atomicwork, Decagon, Siit
Perplexity SonarFreshservice with Freddy AI alternatives: Ada, Intercom Fin, Kustomer
DeepSeek V4 FlashFreshservice with Freddy AI alternatives: SysAid, eesel AI
Kimi K2Rezolve.ai alternatives: Aisera, Moveworks
GLM 4.7 FlashXForethought alternatives: Fini, Moveworks, ServiceNow Now Assist
GPT-6 LunaFreshservice with Freddy AI Agent alternatives: Jira Service Management, Moveworks
Muse Glimmer 30BAtomicwork Atom, Freshworks Freshservice with Freddy AI
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
Level: the same share of first choices.
Freshservice2%#7 of 9Zendesk AI Agents2%#8 of 9Mid-marketThe figures above
Freshservice leads by four points.
Freshservice9%#1 of 8Zendesk AI Agents6%#2 of 8Enterprise
The order flips: Zendesk AI Agents leads at enterprise.
Zendesk AI Agents4%#4 of 6Freshservice0%#6 of 6What the models said about Freshservice
No label in this category carried a quote.
What the models said about Zendesk AI Agents
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Six of eight in this category shown.
“⚠️ Requires 2-3 week deployment (longer than competitors) ... Higher hallucination rate (~8-12%) reported in testing” Kimi K2 · negative prompt · soft negative
“failures plague many (e.g., Zendesk AI, Intercom Fin, early Moveworks/Aisera setups per reviews)” Grok 4.1 Fast · negative prompt · soft negative
“generally rated as more complex and enterprise-priced for true mid-market scale” Muse Glimmer 30B · direct prompt · soft negative
“the best fit is usually Freshworks (Freddy AI for ITSM) or Zendesk AI Agent” GPT-5.4 mini · budget prompt · first choice
“I'd recommend Zendesk AI if you want the safest all-around choice” Perplexity Sonar · paraphrase prompt · first choice
“Zendesk AI or Salesforce Agentforce are the top choices” Mistral Small · paraphrase prompt · first choice
Also compared
Comparisons are drawn for the top eight products in each category, each against each. The output is the models' output; nothing here is a recommendation by the index.