Every category where a model named Zendesk AI Agents 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
AI IT support agents	IT operations and endpoint	6%	3 of 121	14%	35	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Zendesk AI Agents yet. From the next edition this section shows, per buyer segment and per category, whether its share moved by more than the measured noise floor.

By model

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

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	1	0	0	1
GPT-5.4 mini	1	2	1	0	4
Gemini 3.5 Flash	0	1	1	1	3
Perplexity Sonar	1	0	0	1	2
Grok 4.1 Fast	0	2	1	1	4
Mistral Small	1	0	0	0	1
DeepSeek V4 Flash	0	2	1	0	3
Llama 4 Maverick	0	0	2	0	2
Qwen 3.7 Flash	0	3	0	0	3
Kimi K2	1	1	0	1	3
GLM 4.7 FlashX	0	2	0	0	2
MiniMax M2.5	0	1	1	0	2
GPT-6 Luna	0	1	0	0	1
Muse Glimmer 30B	0	2	1	1	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

Direct13 labels1

Paraphrase28 labels4

Comparative20 labels1not counted in share

Budget-constrained13 labels1

Scale-constrained3 labelsNone

Negative10 labelsNone

First choiceAlternativeMentionNegative87 labels in all, every segment counted; 6 of the 7 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 fit is usually Freshworks (Freddy AI for ITSM) or Zendesk AI Agent” GPT-5.4 mini · AI IT agents · budget prompt · first choice

“I'd recommend Zendesk AI if you want the safest all-around choice” Perplexity Sonar · AI IT agents · paraphrase prompt · first choice

“Zendesk AI or Salesforce Agentforce are the top choices” Mistral Small · AI IT agents · paraphrase prompt · first choice

“Best overall resolution capabilities | Zendesk AI” Kimi K2 · AI IT agents · comparative 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.

“⚠️ Requires 2-3 week deployment (longer than competitors) ... Higher hallucination rate (~8-12%) reported in testing” Kimi K2 · AI IT agents · negative prompt · soft negative

“failures plague many (e.g., Zendesk AI, Intercom Fin, early Moveworks/Aisera setups per reviews)” Grok 4.1 Fast · AI IT agents · negative prompt · soft negative

“generally rated as more complex and enterprise-priced for true mid-market scale” Muse Glimmer 30B · AI IT agents · direct prompt · soft negative

“less budget-friendly because pricing starts around $1.50 per resolution” Perplexity Sonar · AI IT agents · budget prompt · soft negative

Named alongside

The products named in the same answers as Zendesk AI Agents, over the 87 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zendesk AI Agents was named but was not.

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ProductSame answerTook the first choice insteadHead to head

ServiceNow Now Assist49 of 8716Not among the top eight

Intercom Fin30 of 877Compare →

Moveworks26 of 876Not among the top eight

Freshdesk24 of 877Compare →

Aisera20 of 873Not among the top eight

Freshservice18 of 873Compare →

eesel AI12 of 874Not among the top eight

Zoho Desk11 of 873Compare →

Jira Service Management11 of 870Not among the top eight

Salesforce Agentforce10 of 870Not among the top eight

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 Zendesk AI Agents. 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 84 of the 87 answers that named Zendesk AI Agents and are not a share of its labels.

Domains cited

eesel.ai61

zendesk.comYour site44

g2.com25

helply.com22

usefini.com22

getmacha.com20

siit.io20

bland.ai19

enjo.ai18

freshworks.com18

225 of the 269 domain citations in answers naming Zendesk AI Agents came from somebody else's page.

Pages cited

zendesk.com/service/ai/customer-service-agents29

eesel.ai/blog/best-ai-service-desk25

bland.ai/blog/best-ai-customer-support-tools-for-it-teams17

eesel.ai/blog/best-customer-service-ai14

aimultiple.com/ai-help-desk13

helply.com/blog/15-best-ai-agents-for-small-business13

eesel.ai/blog/best-ai-helpdesk-for-enterprise12

siit.io/blog/best-ai-agent-platforms-small-business11

Pages are listed as the models cited them.

Search and answers

zendesk.com is not in Google's top ten for any of the category's searches. In the answers, Zendesk AI Agents takes 6% of first choices and Freshservice with Freddy AI takes 11%.

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In search

Google, US estimates

Position for “ai it support agents”

–

not in the top ten

Position for “ai agent for it support”

–

not in the top ten

Searches for its name, Google: 590 a month (“zendesk ai agents”)
AI search demand for its name, est.: 32 a month
Organic visits to its site: about 5,365,445 a month
Searches its site ranks for: 665,842 · 40,244 in the top three
Sites linking to it: 343,954
Paid Google search: 12 searches its ads show for, about 932 clicks and $16,181 a month (estimate)

Ads on GoogleDetailLess

63+ ads · 63 text · 63 shown in the last 30 days

First shown September 2024, as Depop Limited, verified. Ads started 2025-10 to 2026-09: 2 in the year, 61 before. 57 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 3 of 121 in AI IT agents

Segment leader

11%

Freshservice with Freddy AI

First choices: 6 across its categories
Named in: 87 answers
Its own site cited: in 84 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

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Addresses on zendesk.com

10,131

subdomains included

Content

2,565

counted in the table below

Documentation

6,313

Product · Integration

39 · 731

Kind	Pages	Last 90 days	Latest
Blog	1,365	32	2026-09-18
News or press	473	4	2026-09-14
Case study	356	10	2026-09-23
Comparison	114	0	2025-09-21
Report or ebook	102	1	2026-09-10
Glossary or explainer	59	7	2026-09-25
Conference or event	48	1	2026-09-18
Podcast or video	38	0	2026-06-01
Webinar or virtual event	5	0	2025-06-13
Template or tool	5	0	2026-06-22

Most recent

2026-09-25What is ai governance customer service glossary or explainer
2026-09-23Solo by myob case study
2026-09-22Thoughtworks case study
2026-09-22Star21 case study
2026-09-18Zendesk AI Summit 2026 conference or event
2026-09-18Custom ai agents blog

How it is countedHide how it is counted

Every page zendesk.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 Zendesk AI Agents

What the judge wrote, as written, with how often. The vendor table decides that these count as Zendesk AI Agents; a claim can dispute any of them.

Zendesk AI 22Zendesk 7Zendesk (AI Agents + Copilot) 1Zendesk (with Advanced AI & Copilot) 1Zendesk AI Agent 1Zendesk with AI Agents 1

Follow Zendesk AI Agents

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

Zendesk AI Agents is its own company.

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In its own words

Stated by the vendor, not checked

Positioning: Resolve even the most complex issues on any channel autonomously
zendesk.com
For: service teams
zendesk.com
Price stated: Pricing built for your success zendesk.com
Free plan or trial: 14-day free trial. No credit card required. zendesk.com
Integrations claimed: 1800 zendesk.com
Certifications: enterprise-grade securityindustry-leading certifications
Hosting: worldwide
Customers named: VimeoOpenlyNOBULLNEXTDunlopSiemens Financial ServicesIndigov
Not stated on the pages read: Starting price

What Zendesk AI Agents's own pages state, read October 5, 2026: zendesk.com, zendesk.com/pricing, zendesk.com/blog/analytics-and-data/security, zendesk.com/platform, zendesk.com/marketplace. 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 Zendesk AI Agents'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 AI Agents, 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 Zendesk AI Agents by email, built from the raw record of the edition. It shows:

where Zendesk AI Agents 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 Zendesk AI Agents, 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 Zendesk AI Agents is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.

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Zendesk AI Agents 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

Show the code

<a href="https://it-ai-index.com/operations/ai-it-support-agents/"><img src="https://it-ai-index.com/badges/2026-10/zendesk-ai-agents--ai-it-support-agents-wide.svg" alt="Among AI models' top three in AI IT support agents, October 2026 Edition, IT AI Recommendation Index" width="320" height="104"></a>

Copy the code as it is. The link is part of the badge: it points at the AI IT support agents standing, where the claim can be checked.

Square · 240 × 240 LinkedIn, slides

Show the code

<a href="https://it-ai-index.com/operations/ai-it-support-agents/"><img src="https://it-ai-index.com/badges/2026-10/zendesk-ai-agents--ai-it-support-agents-square.svg" alt="Among AI models' top three in AI IT support agents, October 2026 Edition, IT AI Recommendation Index" width="240" height="240"></a>

Copy the code as it is. The link is part of the badge: it points at the AI IT support agents standing, where the claim can be checked.

Compact · 200 × 56 Email signature, footer

Show the code

<a href="https://it-ai-index.com/operations/ai-it-support-agents/"><img src="https://it-ai-index.com/badges/2026-10/zendesk-ai-agents--ai-it-support-agents-compact.svg" alt="Among AI models' top three in AI IT support agents, October 2026 Edition, IT AI Recommendation Index" width="200" height="56"></a>

Copy the code as it is. The link is part of the badge: it points at the AI IT support agents standing, where the claim can be checked.

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.