Every category where a model named Zoho Desk 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%	6 of 121	0%	10	accepted challenger
IT service management	IT operations and endpoint	0%	17 of 69	0%	3	under 10 labels · led by Freshservice at 58%	=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%	46 of 65	0%	1	under 10 labels · led by incident.io at 32%
IT asset management	IT operations and endpoint	0%	64 of 82	0%	1	under 10 labels · led by Freshservice at 31%	newNew since September 2026: not ranked then, 0% now.

Movement

This is the first edition on this tier, so no move can be computed for Zoho Desk 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 Zoho Desk 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	Labels
Claude Haiku 4.5	0	1	0	1
GPT-5.4 mini	0	0	0	0
Gemini 3.5 Flash	1	0	0	1
Perplexity Sonar	0	0	0	0
Grok 4.20	0	2	1	3
Mistral Small	0	0	0	0
DeepSeek V4 Flash	0	2	0	2
Llama 4 Maverick	0	0	0	0
Qwen 3.7 Flash	1	0	3	4
Kimi K2	1	0	0	1
GLM 4.7 FlashX	0	1	0	1
MiniMax M2.5	0	0	0	0
GPT-6 Luna	0	0	0	0
Muse Glimmer 30B	0	1	1	2

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

Direct3 labelsNone

Paraphrase15 labels2

Comparative6 labelsNone

Budget-constrained19 labels7

Scale-constrained5 labelsNone

Negative2 labelsNone

First choiceAlternativeMentionNegative50 labels in all, every segment counted; 9 of the 9 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.

“Zoho Desk - Best Overall Value ... Most affordable entry point with solid AI capabilities” Kimi K2 · AI IT agents · budget prompt · first choice

“If you want ticketing software for almost nothing, get Zoho Desk (Express tier)” Gemini 3.5 Flash · AI IT agents · budget prompt · first choice

“Zoho Desk – *Best Overall Value*” Qwen 3.7 Flash · AI IT agents · budget prompt · first choice

“If you're cost-sensitive or on Zoho: Go Zoho Desk—cheapest entry with solid Zia AI.” Grok 4.20 · AI IT agents · 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.

No model argued against it.

Named alongside

The products named in the same answers as Zoho Desk, over the 50 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Zoho Desk was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Freshdesk24 of 508Compare →

Freshservice23 of 506Compare →

Jira Service Management18 of 502Not among the top eight

ManageEngine ServiceDesk Plus11 of 502Not among the top eight

Zendesk AI Agents11 of 500Compare →

Tidio9 of 501Not among the top eight

eesel AI9 of 501Not among the top eight

ServiceNow ITSM7 of 500Not among the top eight

incident.io6 of 504Not among the top eight

Intercom Fin6 of 501Compare →

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 Zoho Desk. 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 47 of the 50 answers that named Zoho Desk and are not a share of its labels.

Domains cited

eesel.ai23

zendesk.com21

g2.com20

siit.io17

blog.invgate.com15

freshworks.com15

motadata.com12

desk365.io10

helpdesk.com10

helply.com10

153 of the 153 domain citations in answers naming Zoho Desk came from somebody else's page.

Pages cited

siit.io/blog/best-ai-agent-platforms-small-business12

eesel.ai/blog/itsm-for-smb9

helply.com/blog/15-best-ai-agents-for-small-business8

aiagentsquare.com/blog/best-ai-agents-by-company-size7

cybernews.com/it-management/best-incident-management-software7

eesel.ai/blog/best-ai-helpdesk-tools-for-small-teams7

helpdesk.com/learn/top-help-desk-softwares7

expertinsights.com/it-management/the-top-incident-management-software6

Pages are listed as the models cited them.

Search and answers

zoho.com is not in Google's top ten for any of the category's searches. In the answers, Zoho Desk 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: 8,100 a month (“zoho desk”)
AI search demand for its name, est.: 105 a month
Organic visits to its site: about 1,216,894 a month
Searches its site ranks for: 86,394 · 6,226 in the top three
Sites linking to it: 126,341
Paid Google search: 62 searches its ads show for, about 875 clicks and $51,031 a month (estimate)

Ads on GoogleDetailLess

119+ ads · 101 text, 9 image, 9 video · 119 shown in the last 30 days

First shown October 2021, as Zoho Corporation Pvt. Ltd., verified. Ads started 2025-10 to 2026-09: 20 in the year, 99 before. 1 more by other advertisers linking to it.

On Google's pages: 1 2 3 4

In answers

This edition

Share of first choices

rank 6 of 121 in AI IT agents

Segment leader

11%

Freshservice with Freddy AI

First choices: 9 across its categories
Named in: 50 answers
Its own site cited: in 47 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 zoho.com

14,035

subdomains included

Content

1,218

counted in the table below

Documentation

4,053

Product · Integration

145 · 214

Kind	Pages	Last 90 days	Latest
Report or ebook	247	1	2026-09-09
Case study	196	undated
Template or tool	183	undated
Conference or event	170	undated
Blog	164	12	2026-09-28
Comparison	82	0	2015-12-11
Podcast or video	65	undated
News or press	44	undated
Glossary or explainer	35	0	2021-07-15
Webinar or virtual event	32	undated

Most recent

2026-09-28App spotlight kit extension for zoho crm blog
2026-09-28App spotlight benchmark email for zoho crm blog
2026-09-25Pro tips 4 tips to overcome data problems in your crm blog
2026-09-25Pdf editor blog
2026-09-24Introducing zoho agentinbox blog
2026-09-24Introducing zoho dap blog

How it is countedHide how it is counted

Every page zoho.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 Zoho Desk

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

Zoho Desk (with Zia AI) 2Zoho Desk (Asset module) 1Zoho Desk (Zia AI) 1

Follow Zoho Desk

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

Zoho Desk is its own company.

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In its own words

Stated by the vendor, not checked

Positioning: Being the industry's first context-aware help desk software
zoho.com/desk/why-choose-zoho-desk.html
For: customer service teams
zoho.com/desk/why-choose-zoho-desk.html
Price stated: The pricing is flexible as well: you can opt to pay monthly or annually. Once you pay, you get to use the full set of features. And if you don't want to pay for a plan, you can use our free version indefinitely. zoho.com/desk/why-choose-zoho-desk.html
Free plan or trial: use our free version indefinitely; No credit card required. zoho.com/desk/why-choose-zoho-desk.html
Certifications: SOC 2GDPRHIPAACCPA
Hosting: 16 available locationsUS
Customers named: Mitrefinch
Not stated on the pages read: Starting price, integrations

What Zoho Desk's own pages state, read September 28, 2026: zoho.com/desk/why-choose-zoho-desk.html, zoho.com/desk/zohodesk-zendesk-quiz.html, zoho.com/assist/zoho-desk-integration.html, zoho.com/analytics/zoho-desk-advanced-analytics.html, zoho.com/analytics/zoho-desk-analytics-solutions.html. 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 Zoho Desk'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 Zoho Desk, 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 Zoho Desk by email, built from the raw record of the edition. It shows:

where Zoho Desk 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 Zoho Desk, 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.