Leader
51Heralded Score, range 27–70
The most visible customer support tools in Italy, October 2026
Most cited source
6citations
From ChatGPT
Where engines disagree most
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 All | AI | Search | Score trend | Mentioned | Recommended | By engine | Mentioned by | Change |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | | New entry | 51 , range 27–70 | 51#1 | 52#1 | 51
| 41% | 15% | | First reading | |
| 2 | | New entry | 48 , range 24–66 | 47#2 | 49#2 | 48
| 33% | 16% | | First reading | |
| 3 | | New entry | 34 , range 5–52 | 29#6 | 44= #5 | 34
| 14% | 7% | | First reading | |
| 4 | | New entry | 32 , range 4–52 | 23#9 | 47= #3 | 32
| 11% | 7% | | First reading | |
| 5 | | New entry | 30 , range 21–60 | 41#4 | 10#11 | 30
| 22% | 14% | | First reading | |
| 6 | | New entry | 29 , range 21–60 | 42#3 | 7#19 | 29
| 23% | 13% | | First reading | |
| 7 | | New entry | 26 , range 15–55 | 35#5 | 10#10 | 26
| 15% | 11% | | First reading | |
| 8 | | New entry | 24 , range 5–51 | 27#7 | 18#7 | 24
| 11% | 6% | | First reading | |
| 9 | | New entry | 17 , range 3–49 | 17#10 | 18#8 | 17
| 9% | 5% | None | First reading | |
| 10 | | New entry | 17 , range 4–50 | 24#8 | 5#25 | 17
| 11% | 4% | | First reading |
“=” marks brands whose score ranges overlap, so the test cannot separate them. Every brand named in at least three answers is ranked. AI and Search give each brand’s score and rank on that side alone. 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 | | Directory | 10.0% | 1 of 4 | 4 | 6 |
| 2 | | Community | 8.3% | 2 of 4 | 4 | Not read |
| 3 | | Unclassified | 6.7% | 2 of 4 | 4 | Not read |
| 4 | | Social | 6.7% | 2 of 4 | 4 | Not read |
| 5 | | Media | 5.0% | 1 of 4 | 1 | 9 |
| 6 | | Reference | 1.7% | 1 of 4 | 3 | Not read |
| 7 | | Consultancy | 3.3% | 2 of 4 | 1 | 2 |
| 8 | | Vendor site | 3.3% | 1 of 4 | 2 | Not read |
| 9 | | Review site | 3.3% | 2 of 4 | 2 | Not read |
| 10 | | Vendor site | 3.3% | 2 of 4 | 2 | Not read |
Questions asked
| Question | Language | Most recommended |
|---|---|---|
| best customer support tools for small support teams | English | |
| customer support software for teams answering customer questions | English | |
| how can a support team resolve customer questions faster | English | No brand recommended |
| how to keep customer support requests from getting lost | English | |
| shared inbox vs help desk software for support teams | English | |
Each engine's top three
Google AI Mode
Gemini
- = 1
Freshdesk
- = 1
Help Scout
- 3
Intercom
Google AI Overviews
ChatGPT
- 1
Zendesk
- 2
- 3
Freshworks
Related leaderboards
Method
Each leaderboard ranks brands on two sides. AI is how ChatGPT, Gemini, Google AI Overviews and Google AI Mode answer the board's buyer questions. Search is Google's top 10 results for the keywords behind those questions. All combines the two, where Search is measured.
For the AI side, 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.