Small business=heldSince September 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
2%from 2% in September 2026
Inside the floor by 11 pointsRank 8 of 57, unchanged
4 categories · RankedZendesk
70Judge labels
1First choices
20Negative labels
13 / 14Models named it
4Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.8, every buyer segment counted.
Best standing
2% in ITSM for small business buyers
Rank 13 of 69 in the mid-market standingaccepted challenger
0 of 14 models made it the first choice on the direct prompt; 12% of its 17 labels there were negative.
What the models named instead of Zendesk →By buyer segmentRead the same way at every buyer size.
Small business7 of 59
2%22 labels
accepted challenger
Mid-market13 of 69
0%17 labels
accepted challenger
Enterprise49 of 51
0%12 labels
criticized 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 Zendesk 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 | 0% | 13 of 69 | 12% | 17 | accepted challenger | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| Incident management and on-call | IT operations and endpoint | 0% | 50 of 65 | 33% | 3 | under 10 labels · led by incident.io at 32% | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| IT asset management | IT operations and endpoint | 0% | 76 of 82 | 100% | 1 | under 10 labels · led by Freshservice at 31% | |
| Remote support and remote access | IT operations and endpoint | 0% | 53 of 77 | 0% | 1 | under 10 labels · led by Splashtop Remote Support at 23% |
Movement
Since September 2026, Zendesk held within the floor in all four categories: no change cleared 11 points.
Best category · ITSM · by segment
Mid-market=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 19 → 12 of 56
Enterprise=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 35 → 44 of 45
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| ITSM | 0% | 0% | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 19 → 13 of 69 |
| Incidents | 0% | 0% | =heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 38 → 50 of 65 |
| ITAM | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 76 of 82, unchanged |
| Remote support | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 53 of 77, 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 Zendesk 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 Zendesk 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 | 0 | 0 | 1 | 0 | 1 |
| GPT-5.4 mini | 0 | 1 | 0 | 0 | 1 |
| Gemini 3.5 Flash | 0 | 0 | 0 | 0 | 0 |
| Perplexity Sonar | 0 | 0 | 1 | 0 | 1 |
| Grok 4.20 | 0 | 1 | 0 | 0 | 1 |
| Mistral Small | 0 | 0 | 0 | 0 | 0 |
| DeepSeek V4 Flash | 0 | 1 | 2 | 1 | 4 |
| Llama 4 Maverick | 0 | 0 | 0 | 0 | 0 |
| Qwen 3.7 Flash | 0 | 1 | 2 | 0 | 3 |
| Kimi K2 | 0 | 1 | 0 | 1 | 2 |
| GLM 4.7 FlashX | 0 | 1 | 0 | 1 | 2 |
| MiniMax M2.5 | 0 | 0 | 2 | 0 | 2 |
| GPT-6 Luna | 0 | 0 | 0 | 0 | 0 |
| Muse Glimmer 30B | 0 | 1 | 3 | 1 | 5 |
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
Direct15 labelsNone
Paraphrase18 labels1
Comparative11 labelsNone
Budget-constrained1 labelNone
Scale-constrained7 labelsNone
Negative18 labelsNone
First choiceAlternativeMentionNegative70 labels in all, every segment counted; 1 of the 1 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.
“Best where the primary need is customer-facing, omnichannel support... but less ITIL depth than Freshservice.” Muse Glimmer 30B · ITSM · direct prompt · alternative
“Choose Zendesk if your company wants a more general-purpose, employee-service-friendly ticketing experience” GPT-5.4 mini · ITSM · paraphrase prompt · alternative
“Look into Jira Service Management, Freshservice, or Zendesk” Qwen 3.7 Flash · ITSM · negative prompt · alternative
“High-volume customer-facing tickets | ~$19 | Less ITSM depth” Grok 4.20 · 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.
“ITSM-specific features (ITIL workflows, CMDB, change management) are less mature than dedicated ITSM platforms” DeepSeek V4 Flash · ITSM · comparative prompt · soft negative
“Lacks true IT service management features (more of a customer support tool)” Kimi K2 · ITSM · negative prompt · soft negative
“"Zendesk: While many praise its capabilities, it seems to get pricey."” Muse Glimmer 30B · ITAM · negative prompt · soft negative
“Cost escalation, better for customer support than internal operations” GLM 4.7 FlashX · Incidents · negative prompt · soft negative
Named alongside
The products named in the same answers as Zendesk, over the 70 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zendesk was named but was not.ShowHide
Named alongside
The products named in the same answers as Zendesk, over the 70 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zendesk 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 Zendesk. 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 63 of the 70 answers that named Zendesk and are not a share of its labels.
Domains cited
motadata.com25
freshworks.com24
zendesk.comYour site23
expertinsights.com21
blog.invgate.com20
g2.com18
deel.com15
ones.com14
atomicwork.com13
monday.com13
163 of the 186 domain citations in answers naming Zendesk came from somebody else's page.
Pages cited
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 takes 0% of first choices and Freshservice takes 58%.ShowHide
Search and answers
zendesk.com is not in Google's top ten for any of the category's searches. In the answers, Zendesk takes 0% of first choices and Freshservice takes 58%.
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
- 74,000 a month (“zendesk”)
- AI search demand for its name, est.
- 3,566 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)
In answers
This editionShare of first choices
0%
rank 13 of 69 in ITSM
Segment leader
58%
Freshservice
- First choices
- 1 across its categories
- Named in
- 70 answers
- Its own site cited
- in 63 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 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 | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| 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
What the judge wrote, as written, with how often. The vendor table decides that these count as Zendesk; a claim can dispute any of them.
Zendesk Suite 3Zendesk (Service Desk) 1Zendesk + Remote Support 1
Follow Zendesk
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 is its own company.ShowHide
The company
Zendesk is its own company.
ShowHideIn its own words
Stated by the vendor, not checked- Positioning
- AI-powered customer service platform
- For
- service teams; organizations of every size; businesses of all sizes
- Price stated
- Pricing built for your success zendesk.com
- Starting price
- 19 zendesk.com/pricing
- Free plan or trial
- 14-day free trial. No credit card required. zendesk.com
- Integrations claimed
- 1800 zendesk.com
- Customers named
- VimeoOpenlyNOBULLNEXTSiemensIndigovDunlop
- Not stated on the pages read
- Certifications, hosting
What Zendesk's own pages state, read September 28, 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'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.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for Zendesk by email, built from the raw record of the edition. It shows:
- where Zendesk 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, 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.