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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
– Kapture CX IN Unranked Too few answers
–
  • : Unranked
 1% 1% None First reading
– LiveAgent SK Unranked Too few answers
–
  • : Unranked
 1% 0% None First reading
– LiveChat PL Unranked Too few answers
–
  • : Unranked
 1% 1% None First reading
– Microsoft Dynamics 365 for Customer Service US Unranked Too few answers
–
  • : Unranked
 2% 0% None First reading
– Missive CA Unranked Too few answers
–
  • : Unranked
 1% 1% First reading
– Omni Unranked Too few answers
–
  • : Unranked
 1% 1% None First reading
– Plain GB Unranked Too few answers
–
  • : Unranked
 1% 0% None First reading
– Re:amaze US Unranked Too few answers
–
  • : Unranked
 2% 1% First reading
– S-easy Cloud Professional Unranked Too few answers
–
  • : Unranked
 2% 0% None First reading
– Salesforce Agentforce US Unranked Too few answers
–
  • : Unranked
 1% 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
1 intercom.com Brand site 15.6% 1 of 4 23 16
2Withheld. Run a full Snapshot to see it.
3Withheld. Run a full Snapshot to see it.
4Withheld. Run a full Snapshot to see it.
5Withheld. Run a full Snapshot to see it.
6Withheld. Run a full Snapshot to see it.
7 zapier.com Vendor site 15.6% 3 of 4 2 11
8Withheld. Run a full Snapshot to see it.
9 reddit.com Community 13.5% 3 of 4 6 27
10 google.com Vendor site 3.1% 1 of 4 10 Not read

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