{
  "metadata": {
    "canonicalUrl": "https://supaintent.com/ai-brand-index/customer-service-help-desk-software",
    "categoryName": "Help Desk Software",
    "categoryPath": "Customer Service > Help Desk Software",
    "csvUrl": "https://supaintent.com/ai-brand-index/data/customer-service-help-desk-software.csv",
    "generatedBy": "SupaIntent AI Brand Index",
    "jsonUrl": "https://supaintent.com/ai-brand-index/data/customer-service-help-desk-software.json",
    "methodologyUrl": "https://supaintent.com/ai-brand-index/methodology",
    "providers": {
      "chatgpt": "ChatGPT",
      "google_ai_mode": "Google AI Mode",
      "gemini": "Gemini",
      "perplexity": "Perplexity"
    },
    "refreshDate": "2026-08-09",
    "slug": "customer-service-help-desk-software",
    "snapshots": [
      "2026-06-28",
      "2026-07-05",
      "2026-07-12",
      "2026-07-19",
      "2026-07-26",
      "2026-08-02",
      "2026-08-09"
    ]
  },
  "summary": {
    "brandCount": 17,
    "citedSourceCount": 16,
    "currentLeader": "Zendesk",
    "officialBrandSiteCitationShare": 8,
    "sourceMentionTotal": 60,
    "topBrandSites": [
      {
        "displayName": "G2",
        "domain": "g2.com"
      },
      {
        "displayName": "Topickz",
        "domain": "topickz.com"
      },
      {
        "displayName": "Capterra",
        "domain": "capterra.com"
      }
    ],
    "topBrands": [
      "Zendesk",
      "Freshdesk",
      "Zoho Desk"
    ],
    "updateCadence": "weekly"
  },
  "findings": [
    "As of 9 August 2026, SupaIntent tracked 17 help desk software brands across buying-intent prompts on ChatGPT, Google AI Mode, Gemini and Perplexity. Zendesk appeared in the most answers overall, followed by Freshdesk and Zoho Desk.",
    "Zendesk held the top position, but the ranking below it moved sharply: Jira Service Management dropped at least three positions.",
    "Review platforms shape this category: G2, Capterra and Software Advice are the most cited review sources, and review platforms account for 40% of all citations.",
    "All four engines name Zendesk first, which is unusual: in most categories the engines disagree."
  ],
  "ranking": [
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      "domain": "zendesk.com",
      "isNew": false,
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        "google_ai_mode": 1,
        "gemini": 1,
        "perplexity": 1
      }
    },
    {
      "brand": "Freshdesk",
      "domain": "freshworks.com",
      "isNew": false,
      "movement": 0,
      "officialUrl": "https://www.freshworks.com/freshdesk/",
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      "previousPosition": 2,
      "providerPositions": {
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        "google_ai_mode": 2,
        "gemini": 2,
        "perplexity": 2
      }
    },
    {
      "brand": "Zoho Desk",
      "domain": "zoho.com",
      "isNew": false,
      "movement": 0,
      "officialUrl": "https://www.zoho.com/desk/",
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      "previousPosition": 3,
      "providerPositions": {
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        "google_ai_mode": 3,
        "gemini": 3,
        "perplexity": 4
      }
    },
    {
      "brand": "ServiceNow",
      "domain": "servicenow.com",
      "isNew": false,
      "movement": 3,
      "officialUrl": "https://www.servicenow.com",
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      "previousPosition": 7,
      "providerPositions": {
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        "gemini": 4,
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      }
    },
    {
      "brand": "Intercom",
      "domain": "intercom.com",
      "isNew": false,
      "movement": 1,
      "officialUrl": "https://www.intercom.com/",
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      "previousPosition": 6,
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        "gemini": 7,
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      }
    },
    {
      "brand": "HubSpot Service Hub",
      "domain": "hubspot.com",
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      "officialUrl": "https://www.hubspot.com/products/service",
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        "gemini": null,
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      }
    },
    {
      "brand": "Help Scout",
      "domain": "helpscout.com",
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      "officialUrl": "https://www.helpscout.com/",
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      }
    },
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      "officialUrl": "https://www.atlassian.com/software/jira/service-management",
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        "gemini": 5,
        "perplexity": null
      }
    },
    {
      "brand": "Kayako",
      "domain": "kayako.com",
      "isNew": false,
      "movement": 4,
      "officialUrl": "https://www.kayako.com/",
      "position": 9,
      "previousPosition": 13,
      "providerPositions": {
        "chatgpt": null,
        "google_ai_mode": null,
        "gemini": null,
        "perplexity": 5
      }
    },
    {
      "brand": "Salesforce Service Cloud",
      "domain": "salesforce.com",
      "isNew": false,
      "movement": -1,
      "officialUrl": "https://www.salesforce.com/service/",
      "position": 10,
      "previousPosition": 9,
      "providerPositions": {
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        "google_ai_mode": null,
        "gemini": null,
        "perplexity": null
      }
    },
    {
      "brand": "Gorgias",
      "domain": "gorgias.com",
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      "officialUrl": "https://www.gorgias.com/",
      "position": 11,
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        "google_ai_mode": null,
        "gemini": 9,
        "perplexity": null
      }
    },
    {
      "brand": "Front",
      "domain": "front.com",
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      "officialUrl": "https://front.com",
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      "previousPosition": 14,
      "providerPositions": {
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        "google_ai_mode": 9,
        "gemini": null,
        "perplexity": null
      }
    },
    {
      "brand": "Agree",
      "domain": "agree.ai",
      "isNew": true,
      "movement": null,
      "officialUrl": "https://agree.ai/",
      "position": 13,
      "previousPosition": 0,
      "providerPositions": {
        "chatgpt": null,
        "google_ai_mode": null,
        "gemini": null,
        "perplexity": 8
      }
    },
    {
      "brand": "HappyFox",
      "domain": "happyfox.com",
      "isNew": false,
      "movement": -3,
      "officialUrl": "https://www.happyfox.com",
      "position": 14,
      "previousPosition": 11,
      "providerPositions": {
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        "google_ai_mode": null,
        "gemini": 8,
        "perplexity": null
      }
    },
    {
      "brand": "Freshservice",
      "domain": "freshworks.com",
      "isNew": false,
      "movement": -3,
      "officialUrl": "https://www.freshworks.com/freshservice/",
      "position": 15,
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      "providerPositions": {
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        "google_ai_mode": null,
        "gemini": 10,
        "perplexity": null
      }
    },
    {
      "brand": "LiveAgent",
      "domain": "liveagent.com",
      "isNew": false,
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      "officialUrl": "https://liveagent.com",
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      "providerPositions": {
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        "gemini": null,
        "perplexity": null
      }
    },
    {
      "brand": "OSTicket",
      "domain": "osticket.com",
      "isNew": true,
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      "officialUrl": "https://osticket.com/",
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      "previousPosition": 0,
      "providerPositions": {
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        "gemini": null,
        "perplexity": 10
      }
    }
  ],
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      "domain": "g2.com",
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      "official": false,
      "position": 1
    },
    {
      "displayName": "Topickz",
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      "official": false,
      "position": 2
    },
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      "official": false,
      "position": 3
    },
    {
      "displayName": "Efficient",
      "domain": "efficient.app",
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      "position": 4
    },
    {
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      "official": false,
      "position": 5
    },
    {
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    },
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      "displayName": "Forbes",
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    },
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      "position": 8
    },
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      "position": 9
    },
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    },
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    },
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      "snapshotDate": "2026-06-28"
    },
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    },
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      "snapshotDate": "2026-08-09"
    },
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}