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
IT service management	IT operations and endpoint	58%	1 of 48	0%	51	endorsed leader
IT asset management	IT operations and endpoint	18%	3 of 61	6%	33	accepted challenger
Incident management and on-call	IT operations and endpoint	0%	15 of 53	20%	15	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Freshservice yet. 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 Freshservice across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	2	3	2	0	7
GPT-5.4 mini	2	3	1	0	6
Gemini 3.5 Flash	5	3	1	1	10
Perplexity Sonar	3	5	1	1	10
Grok 4.1 Fast	4	2	1	0	7
Mistral Small	3	2	2	2	9
DeepSeek V4 Flash	3	6	2	1	12
Llama 4 Maverick	1	1	3	0	5
Qwen 3.7 Flash	4	5	0	0	9
Kimi K2	4	4	1	0	9
GLM 4.7 FlashX	4	1	2	0	7
MiniMax M2.5	3	3	2	0	8

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

Direct62 labels28

Paraphrase29 labels13

Comparative63 labels12not counted in share

Budget-constrained37 labels9

Scale-constrained30 labels11

Negative34 labels7not counted in share

First choiceAlternativeMentionNegative255 labels in all, every segment counted; 61 of the 80 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.

“Freshworks officially joined ServiceNow and Atlassian in the Leader quadrant, largely due to its focus on ease of use and rapid setup.” Gemini 3.5 Flash · ITSM · comparative prompt · first choice

“Freshservice — Best fit for your size: live in days–2 weeks, transparent per-agent pricing, strong out-of-the-box workflows.” DeepSeek V4 Flash · ITSM · scale prompt · first choice

“my default recommendation is Freshservice if you want a balanced, easy-to-adopt platform with ITSM plus asset management” GPT-5.4 mini · ITAM · direct prompt · first choice

“Widely considered the "sweet spot" for mid-market companies. It is highly intuitive, has a very fast deployment cycle” Gemini 3.5 Flash · ITSM · scale 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.

“more general IT service desks (ticketing) rather than on-call incident response” DeepSeek V4 Flash · Incidents · comparative prompt · soft negative

“its Software Asset Management (SAM) modules can be too lightweight” Gemini 3.5 Flash · ITAM · negative prompt · soft negative

“better fits when you need full ITSM ... they may be overkill” Perplexity Sonar · Incidents · negative prompt · soft negative

“it lacks native on-call management and has limited integrations” Mistral Small · Incidents · negative prompt · soft negative

Named alongside

The products named in the same answers as Freshservice, over the 255 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.

ProductSame answerTook the first choice insteadHead to head

Jira Service Management162 of 25514Compare →

ServiceNow110 of 25530Not in the top three

ManageEngine ServiceDesk Plus83 of 2558Compare →

BMC Helix ITSM68 of 2551Not in the top three

Snipe-IT48 of 25517Compare →

Ivanti Neurons for ITSM44 of 2551Not in the top three

Zendesk44 of 2550Not in the top three

ManageEngine AssetExplorer42 of 2551Compare →

Lansweeper41 of 2554Not in the top three

ServiceNow IT Asset Management39 of 2556Not 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 Freshservice. 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 217 of the 255 answers that named Freshservice and are not a share of its labels.

Domains cited

gartner.com98

blog.invgate.com97

virima.com78

alloysoftware.com51

motadata.com49

expertinsights.com48

eesel.ai44

assetmanagement.global43

g2.com42

console.com41

591 of the 591 domain citations in answers naming Freshservice came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms83

alloysoftware.com/blog/best-itsm-platforms-for-small-business42

virima.com/blog/top-asset-management-tools-you-need-to-know-about39

eesel.ai/blog/itsm-for-smb36

motadata.com/blog/best-itsm-tools33

virima.com/blog/top-itsm-software-platforms-compared-2026-buyers-guide31

blog.invgate.com/it-asset-management-software30

guideflow.com/blog/it-service-management-tools30

Pages are listed as the models cited them.

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) 5Freshservice (by Freshworks) 3Freshservice ITAM 2Freshservice by Freshworks 2FreshService 1Freshservice Asset Management 1Freshservice Growth 1Freshservice IT Asset Management 1Freshworks Freshservice 1

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.

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 freshservice.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.