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The most visible customer support tools in Italy, October 2026

October 2026 · 15 questions asked from Italy in Italian and English · ChatGPT, Google AI Overviews, Gemini and Google AI Mode · 60 answers read

AI: how the engines answer the board's questions; Search: Google's top 10 for the questions' demand keywords; All: both combined. How the Heralded Score works.

Leader

Zendesk

41%of answers name it

Most cited source

zendesk.com

33citations

From Google AI Mode, Gemini, Google AI Overviews and ChatGPT

Where engines disagree most

Help Scout

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
1 Zendesk US New entry 51 , range 27–70
51
  • : score 51 · #1
 41% 15% First reading
2 Freshdesk US New entry 48 , range 24–66
48
  • : score 48 · #2
 33% 16% First reading
3 LiveAgent SK New entry 47 , range 0–76
47
  • : score 47 · #3
 4% 3% First reading
4 Jira Service Management AU New entry 44 , range 0–76
44
  • : score 44 · #4
 6% 1% None First reading
5 Zoho Desk IN New entry 34 , range 5–52
34
  • : score 34 · #5
 14% 7% First reading
6 HubSpot Service Hub US New entry 32 , range 4–52
32
  • : score 32 · #6
 11% 7% First reading
7 Help Scout US New entry 30 , range 21–60
30
  • : score 30 · #7
 22% 14% First reading
8 Intercom US New entry 29 , range 21–60
29
  • : score 29 · #8
 23% 13% First reading
9 Freshworks US New entry 26 , range 15–55
26
  • : score 26 · #9
 15% 11% First reading
10 Front US New entry 24 , range 5–51
24
  • : score 24 · #10
 11% 6% 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.

New entries

137 new entries

Drop-outs

No drop-outs.

Most cited sources

Rank Source Type Cited in Engines Pages cited Brands its pages mention
1 zendesk.com Brand site 31.7% 4 of 4 21 18
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.
6 reddit.com Community 8.3% 2 of 4 4 0
7Withheld. Run a full Snapshot to see it.
8Withheld. Run a full Snapshot to see it.
9Withheld. Run a full Snapshot to see it.
10Withheld. Run a full Snapshot to see it.

The questions, and who wins each

QuestionLanguageWins it
best customer support tools for small support teams English Freshdesk and Intercom, tied
customer support software for teams answering customer questions English Intercom and Zendesk, tied
how can a support team resolve customer questions faster English No brand recommended
how to keep customer support requests from getting lost English Intercom and Zendesk, tied
shared inbox vs help desk software for support teams English Freshdesk, Freshworks, Front, Help Scout, Hiver, Missive and Zendesk, tied

Each engine's top three

Method

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.

How the leaderboards are measured