Zendesk is named in 56% of AI answers to help desk software questions, more than any other brand in ChatGPT, Gemini and Google AI Overviews alike.
Share of answers that name each brand, across 160 buyer questions that name no brand themselves, asked in US English to ChatGPT, Gemini and Google AI Overviews on Oct 1, 2026: 471 answers in all. The three engines are pooled; orange marks the four brands named in more than a quarter of answers.
Source: Gemini (Ujeebu Gemini API), Google AI Overviews (Ujeebu SERP API), ChatGPT search answers. Collected Oct 1, 2026 with the Ujeebu API. Chart: Ujeebu, CC BY 4.0.
Powered by UjeebuKey takeaways
- Zendesk leads in every engine: 56% of answers name it (95% interval 52% to 61%), ahead of Freshdesk at 41% and Intercom at 36%.
- The three engines agree on the top three brands, Zendesk, Freshdesk and Intercom, but not on everything below them.
- The widest gaps between engines: ChatGPT names Intercom in 43% of its answers against 27% for Google AI Overviews, and Google AI Overviews names Zoho Desk in 19% of its answers against 9% for ChatGPT. Both gaps are wider than the 95% intervals.
- Only four brands are named in more than a quarter of answers, while 75 of the 80 help desk brands we track are named at least once.
The data
| Brand | All three engines | 95% low | 95% high | ChatGPT | Gemini | Google AI Overviews | All 200 questions | Answers naming it |
|---|---|---|---|---|---|---|---|---|
| Zendesk | 56% | 52% | 61% | 56% | 61% | 52% | 55% | 266 |
| Freshdesk | 41% | 37% | 46% | 35% | 50% | 39% | 41% | 195 |
| Intercom | 36% | 31% | 40% | 43% | 37% | 27% | 35% | 168 |
| Help Scout | 27% | 23% | 31% | 31% | 33% | 18% | 29% | 128 |
| Gorgias | 18% | 15% | 22% | 20% | 21% | 12% | 20% | 84 |
| Zoho Desk | 15% | 12% | 18% | 9% | 17% | 19% | 16% | 70 |
| HubSpot Service Hub | 13% | 10% | 16% | 8% | 15% | 15% | 13% | 59 |
| Jira Service Management | 11% | 9% | 14% | 14% | 8% | 11% | 11% | 52 |
| Front | 10% | 8% | 13% | 8% | 13% | 9% | 11% | 47 |
| Tidio | 10% | 7% | 13% | 8% | 13% | 9% | 11% | 46 |
| Salesforce Service Cloud | 7% | 5% | 10% | 8% | 9% | 5% | 7% | 34 |
| Hiver | 7% | 5% | 9% | 4% | 9% | 7% | 7% | 31 |
| ServiceNow | 5% | 3% | 7% | 7% | 6% | 3% | 6% | 24 |
| Tawk.to | 5% | 3% | 7% | 6% | 5% | 5% | 5% | 24 |
| Genesys | 5% | 3% | 7% | 6% | 4% | 4% | 4% | 22 |
| Crisp | 4% | 3% | 7% | 8% | 3% | 2% | 5% | 21 |
| Ada | 4% | 3% | 6% | 4% | 6% | 3% | 4% | 20 |
| Missive | 4% | 3% | 6% | 3% | 6% | 4% | 4% | 20 |
| osTicket | 4% | 3% | 6% | 4% | 5% | 4% | 3% | 20 |
| Richpanel | 4% | 2% | 6% | 4% | 4% | 3% | 5% | 18 |
| Re:amaze | 4% | 2% | 6% | 6% | 3% | 3% | 5% | 17 |
| Spiceworks | 4% | 2% | 6% | 2% | 2% | 7% | 3% | 17 |
| LiveChat | 3% | 2% | 5% | 2% | 4% | 3% | 4% | 15 |
| Shopify Inbox | 3% | 2% | 5% | 1% | 4% | 5% | 3% | 15 |
| Pylon | 3% | 2% | 5% | 1% | 6% | 1% | 3% | 14 |
Showing the first 25 of 80 rows. The full table is in the CSV.
Download the free sample CSV (CC BY 4.0) Full CSV, 80 rows
We make every effort to find high-quality data sources, but this data comes from AI engine answers collected from the open web and we cannot guarantee its accuracy, completeness or reliability. Use it at your own risk.
How we got this data
We collected these answers with Ujeebu's LLM APIs, which return what ChatGPT, Gemini and Google AI Overviews actually tell people, including the brands they name and the sources they cite, as structured JSON. The same APIs are available to you: ask any question and get the answer and its citations back in seconds.
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Methodology and known limits
What we asked. 200 buyer questions about help desk and AI customer service software: 80 asking for a recommendation, 50 describing a problem, 40 comparing named brands and 30 about price. They are written in US English from People Also Ask boxes, Reddit threads and keyword research, and frozen for the quarter (prompt set 2026Q4.1). Each question was asked once per engine, from the US, on Oct 1, 2026 between 19:27 and 21:26 UTC.
Where we asked. ChatGPT (search answers), Gemini and Google AI Overviews, through Ujeebu's LLM APIs.
What we counted. A brand is mentioned when the answer names it, anywhere in the text, matched against a list of 80 help desk brands and their aliases and checked by hand on a sample of answers. HubSpot and Salesforce count only as help desk products (HubSpot Service Hub, Salesforce Service Cloud), not when an answer names them as a CRM to connect. The chart counts the 160 questions that name no brand; the 40 comparison questions name their brands by construction, so they would inflate those brands. The "All 200 questions" column keeps them, as the weekly AI Citation Index does. The rate pools the three engines: answers naming the brand divided by 471 answers (ChatGPT 160, Gemini 160, Google AI Overviews 151; the other 9 searches showed no Google AI Overviews answer or failed). The 95% interval is the Wilson score interval.
How the AI Citation Index collects and counts answers: read the methodology.
Known limits
- One week: answers collected on Oct 1, 2026. AI answers change from day to day, so this is a snapshot, not a trend.
- 200 questions in US English, asked once per engine from the US; 160 of them count in the chart. With about 160 answers per engine, a gap of a few points between two engines is within the noise; the interval columns show how wide it is.
- Engines covered: ChatGPT (search answers), Gemini and Google AI Overviews.
- A mention is not a recommendation: an answer that names a brand to warn against it still counts. We do not score tone.
- Only the 80 brands on our help desk list are counted; a brand off the list is not in the table even when an answer names it.
The data comes from AI engine answers to our own questions. This page publishes aggregated counts only: no answer text and no personal data. Spotted an error? Tell us.
Disclaimer: We make every effort to find high-quality data sources, but this data comes from AI engine answers collected from the open web and we cannot guarantee its accuracy, completeness or reliability. Use it at your own risk.
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