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Heralded

The most visible customer support tools, October 2026

October 2026 · 12 questions asked in English, worldwide · ChatGPT, Google AI Overviews, Gemini and Google AI Mode · 96 answers read

Leader

Zendesk

87%of answers name it

Where engines disagree most

Zoho Desk

1/4engines put it in their top three

Top three on Gemini, not on Google AI Mode, Google AI Overviews and ChatGPT

Brands

Rank Brand Rank change Heralded Score Score trend Mentioned Recommended By engine Mentioned by Change
11 Jira Service Management AU New entry 7 , range 3–26
7
  • : score 7 · #11
 6% 4% None First reading
12 HelpSpot US New entry 6 , range 3–22
6
  • : score 6 · #12
 8% 1% None First reading
13 Dixa DK New entry 6 , range 2–23
6
  • : score 6 · #13
 4% 4% None First reading
14 Pylon US New entry 5 , range 2–19
5
  • : score 5 · #14
 5% 2% First reading
15 Richpanel US New entry 5 , range 2–18
5
  • : score 5 · #15
 3% 3% None First reading
16 ClearFeed US New entry 4 , range 2–13
4
  • : score 4 · #16
 5% 0% None First reading
17 Deskpro GB New entry 3 , range 1–10
3
  • : score 3 · #17
 3% 1% None First reading
18 Desk365 US New entry 3 , range 1–9
3
  • : score 3 · #18
 4% 0% None First reading
19 uHelp New entry 2 , range 1–9
2
  • : score 2 · #19
 3% 0% None First reading
20 Happyfox US New entry 2 , range 1–9
2
  • : score 2 · #20
 3% 0% First reading

“=” marks brands whose score ranges overlap, so the test cannot separate them. Every brand named in at least three answers is ranked. By engine has one dot per engine (ChatGPT, Google AI Overviews, Gemini and Google AI Mode), darker the more often it names the brand.

This month's moves

First reading. No comparable previous month yet.

Biggest risers

No clear rise.

Biggest fallers

No clear fall.

Drop-outs

No drop-outs.

Most cited sources

Rank Source Type Cited in Engines Pages cited Brands its pages mention
11Withheld. Run a full Snapshot to see it.
12Withheld. Run a full Snapshot to see it.
13Withheld. Run a full Snapshot to see it.
14Withheld. Run a full Snapshot to see it.
15 dupple.com Media 6.3% 1 of 4 1 2
16Withheld. Run a full Snapshot to see it.
17 happyfox.com Brand site 6.3% 1 of 4 1 3
18Withheld. Run a full Snapshot to see it.
19Withheld. Run a full Snapshot to see it.
20Withheld. Run a full Snapshot to see it.

The questions, and who wins each

QuestionLanguageWins it
best customer support software for a e-commerce company English Gorgias
customer support software recommendations for a head of support English Freshdesk
top customer support software English HubSpot Service Hub
how to choose customer support software English Zendesk and Zoho Desk, tied
what to look for in customer support software English No brand recommended
customer support software for a team of 20 to 200 English Freshdesk and Zendesk, tied
customer support software that integrates with Slack English Zendesk
customer support software with GDPR-compliant hosting English Dixa, Freshdesk, Intercom and Zendesk, tied
customer support software for travel English Zendesk
most reliable customer support software English Freshdesk

Each engine's top three

Method

Each month Heralded asks every engine the same buyer questions, twice each, and reads every answer. An answer counts 0 for a brand it leaves out, 50 for a brand it names and 100 for a brand it recommends, and the Heralded Score is built from those. A brand named in at least three answers gets a score and a place.

How the leaderboards are measured