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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

bitrix24.it

2citations

From Google AI Overviews

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% None First reading
2 Freshdesk US New entry 48 , range 24–66
48
  • : score 48 · #2
 33% 16% None First reading
3 LiveAgent SK New entry 47 , range 0–76
47
  • : score 47 · #3
 4% 3% None 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% None First reading
6 HubSpot Service Hub US New entry 32 , range 4–52
32
  • : score 32 · #6
 11% 7% None First reading
7 Help Scout US New entry 30 , range 21–60
30
  • : score 30 · #7
 22% 14% None First reading
8 Intercom US New entry 29 , range 21–60
29
  • : score 29 · #8
 23% 13% None First reading
9 Freshworks US New entry 26 , range 15–55
26
  • : score 26 · #9
 15% 11% None First reading
10 Front US New entry 24 , range 5–51
24
  • : score 24 · #10
 11% 6% None 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
11Withheld. Run a full Snapshot to see it.
12Withheld. Run a full Snapshot to see it.
13Withheld. Run a full Snapshot to see it.
14 communicate.so Vendor site 1.7% 1 of 4 1 Not read
15Withheld. Run a full Snapshot to see it.
16 deskday.com Vendor site 1.7% 1 of 4 1 Not read
17Withheld. Run a full Snapshot to see it.
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
Qual è il miglior software di assistenza clienti per i team di supporto? Italian Freshdesk, Freshworks and Intercom, tied
Quali sono i migliori strumenti di assistenza clienti per i piccoli team? Italian Help Scout
Come può un team di supporto rispondere più rapidamente ai clienti? Italian No brand recommended
Come posso gestire le richieste dei clienti senza perdermi nessun messaggio? Italian Missive and Respond.io, tied
Per un piccolo team, è meglio offrire assistenza ai clienti via email o chat? Italian No brand recommended
Per i team è meglio un’assistenza clienti automatizzata o gestita manualmente? Italian No brand recommended
Quali sono le alternative alla gestione delle richieste dei clienti via email? Italian Freshdesk, Freshworks, HubSpot Service Hub, Intercom and Zendesk, tied
Quali sono le alternative a rispondere manualmente alle domande dei clienti? Italian No brand recommended
Gestisco l’assistenza in un team di tre persone. Come possiamo gestire più richieste? Italian Zendesk
Ho una piccola impresa e voglio rispondere ai clienti via email e chat. Quale strumento dovrei usare? Italian Help Scout

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