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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 Heralded Score Mentioned Recommended By engine Mentioned by Change
– Kapture CX IN Too few answers 1% 1% None First reading
– LiveAgent SK Too few answers 1% 0% None First reading
– LiveChat PL Too few answers 1% 1% None First reading
– Microsoft Dynamics 365 for Customer Service US Too few answers 2% 0% None First reading
– Missive CA Too few answers 1% 1% First reading
– Omni Too few answers 1% 1% None First reading
– Plain GB Too few answers 1% 0% None First reading
– Re:amaze US Too few answers 2% 1% First reading
– S-easy Cloud Professional Too few answers 2% 0% None First reading
– Salesforce Agentforce US Too few answers 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.

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
customer support software with the best support English Freshdesk and Zoho Desk, tied
which customer support software do experts recommend English Freshdesk and Zendesk, tied

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