2 categories · RankedZendesk
Standing by category
| Category | Function | Share | Rank | Negative rate | Labels | Quadrant |
|---|---|---|---|---|---|---|
| IT service management | IT operations and endpoint | 0% | 20 of 48 | 36% | 14 | criticized challenger |
| Incident management and on-call | IT operations and endpoint | 0% | 39 of 53 | 0% | 1 | under 10 labels · led by incident.io at 25% |
Movement
By model
| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 0 | 0 | 0 | 0 |
| GPT-5.4 mini | 0 | 1 | 0 | 0 | 1 |
| Gemini 3.5 Flash | 0 | 0 | 1 | 0 | 1 |
| Perplexity Sonar | 0 | 0 | 0 | 0 | 0 |
| Grok 4.1 Fast | 0 | 0 | 3 | 0 | 3 |
| Mistral Small | 0 | 0 | 0 | 0 | 0 |
| DeepSeek V4 Flash | 0 | 0 | 1 | 2 | 3 |
| Llama 4 Maverick | 0 | 0 | 0 | 0 | 0 |
| Qwen 3.7 Flash | 1 | 1 | 1 | 0 | 3 |
| Kimi K2 | 0 | 0 | 0 | 1 | 1 |
| GLM 4.7 FlashX | 0 | 1 | 0 | 0 | 1 |
| MiniMax M2.5 | 0 | 0 | 0 | 2 | 2 |
By framing
What the models said for it
Verbatim evidence the judge attached to positive labels.
“Stick to lightweight SaaS tools like Jira Service Management, Zendesk, or Freshservice.” Qwen 3.7 Flash · ITSM · negative prompt · first choice
“Choose Zendesk if ease of use and broad service desk simplicity matter more than ITIL-heavy depth” GPT-5.4 mini · ITSM · paraphrase prompt · alternative
“Choose Zendesk if: Customer experience and omnichannel support are your top priorities.” GLM 4.7 FlashX · ITSM · comparative prompt · alternative
“Zendesk remains the market leader” Qwen 3.7 Flash · ITSM · paraphrase prompt · alternative
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.
“"one of the worst ITSM tools I have ever used — very expensive for the 'value' without the right features"” DeepSeek V4 Flash · ITSM · negative prompt · hard negative
“ITSM‑specific features (SLA, change management) are less mature. • Not built for deep ITIL processes.” MiniMax M2.5 · ITSM · direct prompt · soft negative
“More expensive at scale, less ITIL depth than dedicated ITSM tools” DeepSeek V4 Flash · ITSM · comparative prompt · soft negative
“you'll miss deeper ITSM processes like problem/change management” MiniMax M2.5 · ITSM · budget prompt · soft negative
Named alongside
What carried it into the answer
Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 37 of the 52 answers that named Zendesk and are not a share of its labels.
Domains cited
Ninety-five of the 108 domain citations in answers naming Zendesk came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Names read as Zendesk
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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'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, 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 zendesk.com is approved on the spot, any other address is reviewed by hand.
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