Small business▲+5Since September 2026: 39% → 44%, +5 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
44%from 39% in September 2026
Inside the floor by 6 pointsRank 1 of 57, unchanged
9 categories · RankedFreshservice
407Judge labels
107First choices
34Negative labels
14 / 14Models named it
9Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.8, every buyer segment counted.
Best standing
58% in ITSM for mid-market buyers
Rank 1 of 69 in the mid-market standingendorsed leader
14 of 14 models made it the first choice on the direct prompt; 2% of its 66 labels there were negative.
What the models named instead of Freshservice →By buyer segmentStrongest at mid-market.
Small business1 of 59
47%70 labels
endorsed leader
Mid-market1 of 69
58%66 labels
endorsed leader
Enterprise3 of 51
9%54 labels
accepted challenger
In itsm · 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 Freshservice 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 |
|---|---|---|---|---|---|---|---|
| IT service management | IT operations and endpoint | 58% | 1 of 69 | 2% | 66 | endorsed leader | =heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| IT asset management | IT operations and endpoint | 31% | 1 of 82 | 8% | 50 | endorsed leader | ▲+13Since September 2026: 18% → 31%, +13 points. Past the 11-point floor: movement. Read over the models both editions asked. |
| Incident management and on-call | IT operations and endpoint | 10% | 3 of 65 | 6% | 17 | accepted challenger | ▲+10Since September 2026: 0% → 10%, +10 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| AI IT support agents | IT operations and endpoint | 9% | 2 of 121 | 0% | 17 | accepted challenger | |
| IT documentation | IT operations and endpoint | 8% | 6 of 92 | 0% | 9 | under 10 labels · led by Hudu at 17% | |
| AIOps platforms | IT operations and endpoint | 2% | 15 of 93 | 0% | 6 | under 10 labels · led by New Relic at 17% | |
| IT financial management | IT operations and endpoint | 2% | 22 of 159 | 0% | 2 | under 10 labels · led by Nicus ITFM Platform at 9% | |
| Digital employee experience | IT operations and endpoint | 0% | 81 of 219 | 0% | 1 | under 10 labels · led by ControlUp at 13% | |
| GRC platforms | Security operations | 0% | 59 of 75 | 100% | 1 | under 10 labels · led by Hyperproof at 19% |
Movement
Since September 2026, Freshservice moved past the floor in one of nine categories: ITAM, +13 points to 31%. It held within the floor in the other eight.
Best category · ITSM · by segment
Mid-market=heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
58%from 58% in September 2026
Inside the floor by 11 pointsRank 1 of 56, unchanged
Enterprise▲+3Since September 2026: 7% → 10%, +3 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
10%from 7% in September 2026
Inside the floor by 8 pointsRank 3 of 45, unchanged
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| ITAM | 18% | 31% | ▲+13Since September 2026: 18% → 31%, +13 points. Past the 11-point floor: movement. Read over the models both editions asked. | Moved past the floor | Rank 3 → 1 of 82 |
| AI IT agents | 0% | 11% | newNew since September 2026: not ranked then, 11% now. | New this edition | Rank 2 of 121, unchanged |
| Incidents | 0% | 10% | ▲+10Since September 2026: 0% → 10%, +10 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 15 → 3 of 65 |
| IT documentation | 0% | 9% | newNew since September 2026: not ranked then, 9% now. | New this edition | Rank 6 of 92, unchanged |
| AIOps | 0% | 2% | newNew since September 2026: not ranked then, 2% now. | New this edition | Rank 15 of 93, unchanged |
| IT financial mgmt | 0% | 2% | newNew since September 2026: not ranked then, 2% now. | New this edition | Rank 22 of 159, unchanged |
| ITSM | 58% | 58% | =heldSince September 2026: 58% → 58%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 1 of 69, unchanged |
| DEX | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 81 of 219, unchanged |
| GRC | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 59 of 75, 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 Freshservice 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 Freshservice 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 | 5 | 6 | 0 | 2 | 13 |
| GPT-5.4 mini | 3 | 2 | 2 | 0 | 7 |
| Gemini 3.5 Flash | 6 | 7 | 1 | 1 | 15 |
| Perplexity Sonar | 5 | 3 | 4 | 0 | 12 |
| Grok 4.20 | 5 | 7 | 2 | 1 | 15 |
| Mistral Small | 5 | 2 | 2 | 1 | 10 |
| DeepSeek V4 Flash | 5 | 8 | 3 | 0 | 16 |
| Llama 4 Maverick | 2 | 1 | 3 | 0 | 6 |
| Qwen 3.7 Flash | 7 | 6 | 2 | 0 | 15 |
| Kimi K2 | 7 | 4 | 2 | 0 | 13 |
| GLM 4.7 FlashX | 4 | 6 | 1 | 0 | 11 |
| MiniMax M2.5 | 5 | 5 | 1 | 0 | 11 |
| GPT-6 Luna | 3 | 5 | 1 | 0 | 9 |
| Muse Glimmer 30B | 4 | 6 | 4 | 2 | 16 |
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
Direct88 labels51
Paraphrase76 labels30
Comparative83 labels15not counted in share
Budget-constrained61 labels10
Scale-constrained46 labels16
Negative53 labels7not counted in share
First choiceAlternativeMentionNegative407 labels in all, every segment counted; 107 of the 129 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.
“Freshservice (Best All-Rounder) ... often the go-to recommendation for SMBs ... Start with Freshservice if you want the least amount of headache” Qwen 3.7 Flash · ITSM · budget prompt · first choice
“Highly intuitive UI, exceptionally fast implementation, and excellent out-of-the-box AI features. Highly recommended for mid-market teams.” Gemini 3.5 Flash · ITSM · scale prompt · first choice
“Extremely popular for the mid-market. It is fast to set up, highly intuitive, and bundles hardware, software, and ticketing beautifully.” Gemini 3.5 Flash · ITAM · scale prompt · first choice
“I'd recommend Freshservice as the best default choice if your priority is a modern IT service desk that is easy to adopt and manage.” Perplexity Sonar · ITSM · paraphrase 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.
“can outgrow the platform's configuration flexibility, and some customers report needing workarounds for highly custom approval chains” Claude Haiku 4.5 · ITSM · negative prompt · soft negative
““regulated organisations using ServiceNow, HaloITSM, and Freshservice. Ownership is unclear, evidence stays fragmented”” Muse Glimmer 30B · GRC · negative prompt · soft negative
“may not be ideal for organizations requiring deep configuration management or those with very complex IT environments” Mistral Small · ITAM · negative prompt · soft negative
“Very slow to deploy, highly complex, and intensely disliked by most modern software engineering/DevOps teams” Gemini 3.5 Flash · Incidents · comparative prompt · soft negative
Named alongside
The products named in the same answers as Freshservice, over the 407 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshservice was named but was not.ShowHide
Named alongside
The products named in the same answers as Freshservice, over the 407 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshservice 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 Freshservice. 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 381 of the 407 answers that named Freshservice and are not a share of its labels.
Domains cited
blog.invgate.com143
freshworks.comYour site127
g2.com118
motadata.com110
virima.com93
expertinsights.com81
resources.rework.com76
desk365.io73
deel.com69
eesel.ai69
832 of the 959 domain citations in answers naming Freshservice came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
Where Freshservice stands in Google search beside where it stands in the models' answers.ShowHide
Search and answers
Where Freshservice stands in Google search beside where it stands in the models' answers.
ShowHideIn search
Google, US estimatesPosition for “itsm platform”
–
not in the top ten
Position for “itsm platforms”
–
not in the top ten
- Searches for its name, Google
- 8,100 a month (“freshservice”)
- AI search demand for its name, est.
- 221 a month
- Organic visits to its site
- about 111,586 a month
- Searches its site ranks for
- 18,995 · 1,140 in the top three
- Sites linking to it
- 42,554
- Paid Google search
- 30 searches its ads show for, about 436 clicks and $14,486 a month (estimate)
In answers
This editionShare of first choices
58%
rank 1 of 69 in ITSM
First choices
107
across its categories
- Named in
- 407 answers
- Its own site cited
- in 381 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 freshworks.com
5,924
subdomains included
Content
893
counted in the table below
Documentation
2,139
Product · Integration
53 · 20
| Kind | Pages | Last 90 days | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| Case study | 258 | 54 | 2026-09-24 | ||
| Conference or event | 165 | 7 | 2026-09-24 | ITSM | |
| News or press | 162 | 18 | 2026-09-24 | ITSM, ITAM | |
| Comparison | 107 | 4 | 2026-09-24 | ITSM | |
| Webinar or virtual event | 64 | 1 | 2026-07-30 | ITSM, ITAM | |
| Blog | 63 | 5 | 2026-09-24 | ITSM | |
| Report or ebook | 30 | 3 | 2026-09-24 | ITSM | |
| Glossary or explainer | 23 | 2 | 2026-09-24 | ||
| Template or tool | 18 | 0 | 2026-01-07 | ||
| Podcast or video | 3 | 1 | 2026-09-24 |
Most recent
- 2026-09-24Freshworks launches new partner program with expanded reseller and services offerings news or press
- 2026-09-24Freshworks reports first quarter 2025 results news or press
- 2026-09-24Freshworks reports fourth quarter and full year 2024 results news or press
- 2026-09-24Freshworks and unisys join forces to transform it service management for mid market and enterprise companies news or press
- 2026-09-24Freshworks reports third quarter 2024 results news or press
- 2026-09-24Piracanjuba selects freshworks to transform service management across enterprise news or press
Events in person
Upcoming
- November 12, 2026What's New in FreshserviceVirtual · hosts
Last twelve months
- October 22, 2026Refresh Roadshow Chicago 2026Odyssey Chicago River, Chicago · hosted
- October 21, 2026An Executive Dinner at Bourbon Steak with FreshworksBourbon Steak Orlando, Walt Disney World Dolphin Hotel 1500 Epcot Resorts Blvd., Lake Buena Vista, FL 32830, Lake Buena Vista · hosted
- November 19, 2025Freshworks User Network - New York - Annual Meetup 2025A+E Networks, New York, US · hosted
As the event pages on freshworks.com state them, read September 28, 2026.
How it is countedHide how it is counted
Every page freshworks.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 Freshservice
What the judge wrote, as written, with how often. The vendor table decides that these count as Freshservice; a claim can dispute any of them.
Freshservice (Freshworks) 18Freshservice (by Freshworks) 6Freshservice ITAM 5Freshservice (Freddy AI) 3Freshservice by Freshworks 3Freshservice / Freshworks 2Freshworks Freshservice 2Freshservice (ITSM) 1Freshservice (with Freddy AI) 1Freshservice (with ITSM + ITAM) 1Freshservice / FireHydrant 1Freshservice / Freddy AI 1Freshservice / Freshdesk 1Freshservice / Freshworks ITAM 1Freshservice Growth 1Freshworks / Freshservice ITAM 1
Follow Freshservice
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.
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 Freshservice'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 Freshservice, 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 Freshservice by email, built from the raw record of the edition. It shows:
- where Freshservice 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 Freshservice, 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.
Badges
Wins only: a badge exists where Freshservice is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.ShowHide
Badges
Wins only: a badge exists where Freshservice is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.
ShowHideIT service management
Every AI model in the set recommends Freshservice first in IT service management this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.
Wide · 320 × 104 Website, beside other badges
Square · 240 × 240 LinkedIn, slides
Compact · 200 × 56 Email signature, footer
IT asset management
AI models recommend Freshservice first in IT asset management this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.
Wide · 320 × 104 Website, beside other badges
Square · 240 × 240 LinkedIn, slides
Compact · 200 × 56 Email signature, footer
Incident management and on-call
Freshservice is among the products AI models recommend first in Incident management and on-call this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.
Wide · 320 × 104 Website, beside other badges
Square · 240 × 240 LinkedIn, slides
Compact · 200 × 56 Email signature, footer
AI IT support agents
Freshservice is among the products AI models recommend first in AI IT support agents this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.
Wide · 320 × 104 Website, beside other badges
Square · 240 × 240 LinkedIn, slides
Compact · 200 × 56 Email signature, footer
Badges read on light and dark pages. Alt text carries the claim, the category, the edition and the index, so it stays a citation where the image does not load.