Small business▼−2Since September 2026: 2% → 0%, −2 points. Inside the 13-point floor: within noise. Read over the models both editions asked.
0%from 2% in September 2026
Inside the floor by 11 pointsRank 13 → 17 of 102
3 categories · RankedFreshservice
62Judge labels
7First choices
7Negative labels
14 / 14Models named it
3Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10.7, every buyer segment counted.
Best standing
12% in HR help desk for mid-market buyers
Rank 2 of 108 in the mid-market standingaccepted challenger
4 of 14 models made it the first choice on the direct prompt; 0% of its 31 labels there were negative.
What the models named instead of Freshservice →By buyer segmentRead the same way at every buyer size.
Small business17 of 105
0%13 labels
accepted challenger
Mid-market2 of 108
12%31 labels
accepted challenger
Enterprise7 of 95
2%15 labels
accepted challenger
In hr help desk · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading
Standing by category
Every category where a model named Freshservice for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.
| Category | Function | Share | Rank | Negative rate | Labels | Quadrant | Since September 2026 |
|---|---|---|---|---|---|---|---|
| HR help desk and case management | Onboarding and employee experience | 12% | 2 of 108 | 0% | 31 | accepted challenger | ▼−10Since September 2026: 24% → 14%, −10 points. Inside the 13-point floor: within noise. Read over the models both editions asked. |
| Employee onboarding | Onboarding and employee experience | 0% | 87 of 87 | 100% | 2 | under 10 labels · led by Rippling at 25% | newNew since September 2026: not ranked then, 0% now. |
| HR AI assistants | Onboarding and employee experience | 0% | 60 of 142 | 0% | 1 | under 10 labels · led by MeBeBot at 21% | newNew since September 2026: not ranked then, 0% now. |
Movement
Since September 2026, Freshservice held within the floor in all three categories: no change cleared 13 points.
Best category · HR help desk · by segment
Mid-market▼−10Since September 2026: 24% → 14%, −10 points. Inside the 13-point floor: within noise. Read over the models both editions asked.
14%from 24% in September 2026
Inside the floor by 3 pointsRank 2 of 99, unchanged
Enterprise=heldSince September 2026: 2% → 2%, ±0 points. Inside the 13-point floor: within noise. Read over the models both editions asked.
2%from 2% in September 2026
Inside the floor by 13 pointsRank 4 → 7 of 89
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| HR help desk | 24% | 14% | ▼−10Since September 2026: 24% → 14%, −10 points. Inside the 13-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 2 of 108, unchanged |
| Employee onboarding | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 87 of 87, unchanged |
| HR AI assistants | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 60 of 142, unchanged |
Shares here are read over the models both editions asked, so they can differ by a point or two from the standing above, which counts every model in this edition.
The floor is 13 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. Movement is read over the twelve models both editions asked; GPT-6 Luna, Muse Glimmer 30B joined this edition and are in the standing but not yet in the comparison. How the floor is measured · The editions
By model
How each model treated Freshservice across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
How each model treated Freshservice across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.
ShowHide| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 2 | 0 | 0 | 2 |
| GPT-5.4 mini | 0 | 0 | 0 | 0 | 0 |
| Gemini 3.5 Flash | 1 | 3 | 1 | 0 | 5 |
| Perplexity Sonar | 0 | 2 | 0 | 0 | 2 |
| Grok 4.1 Fast | 3 | 0 | 0 | 1 | 4 |
| Mistral Small | 1 | 0 | 1 | 0 | 2 |
| DeepSeek V4 Flash | 0 | 3 | 0 | 0 | 3 |
| Llama 4 Maverick | 0 | 0 | 0 | 0 | 0 |
| Qwen 3.7 Flash | 1 | 1 | 1 | 1 | 4 |
| Kimi K2 | 1 | 2 | 0 | 0 | 3 |
| GLM 4.7 FlashX | 0 | 3 | 0 | 0 | 3 |
| MiniMax M2.5 | 0 | 1 | 1 | 0 | 2 |
| GPT-6 Luna | 0 | 1 | 0 | 0 | 1 |
| Muse Glimmer 30B | 0 | 2 | 1 | 0 | 3 |
By framing
Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.
FramingLabels by classFirst choices
Direct13 labels4
Paraphrase11 labels2
Comparative13 labels4not counted in share
Budget-constrained5 labels1
Scale-constrained12 labelsNone
Negative8 labels1not counted in share
First choiceAlternativeMentionNegative62 labels in all, every segment counted; 7 of the 12 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.
What the models said for it
Verbatim evidence the judge attached to positive labels.
“I'd recommend Freshservice (by Freshworks) as a strong starting point for HR case management and an employee service portal” Grok 4.1 Fast · HR help desk · paraphrase prompt · first choice
“Choose Freshservice if you want a beautiful, unified IT/HR portal that is easy to implement and manage.” Gemini 3.5 Flash · HR help desk · paraphrase prompt · first choice
“HappyFox Help Desk and Freshservice are top picks for mid-market B2B companies” Mistral Small · HR help desk · direct prompt · first choice
“Tools like UKG or Freshservice get fewer complaints in service delivery niches.” Grok 4.1 Fast · HR help desk · negative prompt · first choice
And against it
Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.
“Freshservice is primarily built as an IT Service Desk tool, not an HR system... lack of encrypted storage for sensitive onboarding documents (a major security gap)” Qwen 3.7 Flash · Employee onboarding · negative prompt · hard negative
“Service-desk feel (not HR-native), pricey for teams, no direct onboarding initiation” Grok 4.1 Fast · Employee onboarding · negative prompt · soft negative
Named alongside
The products named in the same answers as Freshservice, over the 62 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshservice was named but was not.ShowHide
Named alongside
The products named in the same answers as Freshservice, over the 62 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshservice was named but was not.
ShowHideProductSame answerTook the first choice insteadHead to head
A head-to-head page exists where both products are among a category's top eight. The other rows are the same fact without a page behind them, so they link to the product instead.
What carried it into the answer
The sites and pages cited by the answers that named Freshservice. A fact about retrieval, not a lever on the model.
Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 60 of the 62 answers that named Freshservice and are not a share of its labels.
Domains cited
peoplemanagingpeople.com36
g2.com28
atlassian.com26
firsthr.app24
guideflow.com24
zendesk.com21
featurebase.app19
freshworks.com19
gitnux.org19
moveworks.com19
235 of the 235 domain citations in answers naming Freshservice came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
freshservice.com is not in Google's top ten for any of the category's searches. In the answers, Freshservice takes 12% of first choices and Zoho Desk takes 19%.ShowHide
Search and answers
freshservice.com is not in Google's top ten for any of the category's searches. In the answers, Freshservice takes 12% of first choices and Zoho Desk takes 19%.
ShowHideIn search
Google, US estimatesPosition for “hr help desk software”
–
not in the top ten
Position for “hr service delivery tools”
–
not in the top ten
- Searches for its name, Google
- 8,100 a month (“freshservice”)
- AI search demand for its name, est.
- 221 a month
- Organic visits to its site
- about 11,874 a month
- Searches its site ranks for
- 1,945 · 149 in the top three
- Sites linking to it
- 6,967
- Paid Google search
- No ads found in the estimate; that does not mean it runs none
Ads on Google
None found in Google's ad transparency records for the US
In answers
This editionShare of first choices
12%
rank 2 of 108 in HR help desk
Segment leader
19%
Zoho Desk
- First choices
- 7 across its categories
- Named in
- 62 answers
- Its own site cited
- in 60 of the answers that named it
Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.
What it publishes
ShowHide
What it publishes
ShowHideAddresses on freshservice.com
2,001
subdomains included
Content
335
counted in the table below
Documentation
0
Product · Integration
94 · 9
| Kind | Pages | Last 90 days | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| Case study | 103 | 31 | 2026-09-24 | ||
| Webinar or virtual event | 83 | 47 | 2026-09-03 | Employee onboarding | |
| Blog | 64 | 3 | 2026-09-24 | ||
| Report or ebook | 45 | 1 | 2026-09-24 | ||
| Comparison | 30 | 4 | 2026-09-24 | ||
| Glossary or explainer | 8 | 0 | 2025-09-05 | ||
| Template or tool | 2 | undated |
Most recent
- 2026-09-24Service desk mobile app blog
- 2026-09-24Compare it helpdesks comparison
- 2026-09-24Motorama revs it support using freshservice case study
- 2026-09-24Bankbazaar case study
- 2026-09-24Self service best practices report or ebook
- 2026-09-24Topdesk alternative comparison
How it is countedHide how it is counted
Every page freshservice.com exposes, subdomains included. Kind is read from the address and title. The last 90 days, the latest date and the twelve months count pages by when they were published, from the site's feeds, a date in the address, or the page's own publication date, read from up to a hundred of its most recently changed pages; a page that says only when it last changed is counted in its kind but not in when, so the recent counts are a floor, and a kind none of whose pages gives a publication date reads undated. An event counts as online when its address or title says so (webinar, on demand, virtual or online summit); a conference, summit, trade show, expo or roadshow that does not say so is counted as a conference or event, which on a vendor's site is mostly in person. Read September 29, 2026.
Names read as Freshservice
What the judge wrote, as written, with how often. The vendor table decides that these count as Freshservice; a claim can dispute any of them.
Freshservice (by Freshworks) 4Freshservice/Freshworks 2Freshservice (Freshworks) 1Freshservice (HR Service Delivery) 1Freshservice (Onboarding Module) 1Freshservice HR Service Delivery 1Freshworks Freshservice 1Freshworks Freshservice (with HR Service Delivery) 1
Follow Freshservice
An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.
Already following? Everything you follow, with a stop for each.
The company
Freshservice is its own company.ShowHide
The company
Freshservice is its own company.
ShowHideIn its own words
Stated by the vendor, not checked- Positioning
- AI-Powered ITSM Platform | Simple, Scalable IT Service for Every Business
- For
- IT teams
- Price stated
- $19/agent/month, billed annually; $49/agent/month, billed annually; $99/agent/month, billed annually; Custom freshservice.com/pricing
- Starting price
- 19 freshservice.com/pricing
- Free plan or trial
- Start for free freshservice.com
- Certifications
- PinkVERIFY®-certified across six ITSM processesGold Accredited Tool Vendor with certification across 14 ITIL practicesEU-US privacy shield compliantSSL encryptionGDPRSOC 2Custom SSL Certificate
- Customers named
- Alterra Mountain CompanyAmerisureVermeerRingCentralManchester Metropolitan UniversityMcLaren RacingNew BalanceDatabricks
- Not stated on the pages read
- Integrations, hosting
What Freshservice's own pages state, read September 28, 2026: freshservice.com, freshservice.com/pricing, trust.freshservice.com, freshservice.com/tr/features, freshservice.com/tr/customers. A claimed page can correct any of them.
Is this your product?
Claim this page
Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Freshservice's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Freshservice, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for Freshservice by email, built from the raw record of the edition. It shows:
- where Freshservice is named, by buyer and by framing, and which cells hold its first choices;
- the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
- its vocabulary against the segment leader's, and the pages the models cited;
- who was chosen in the answers that did not name Freshservice, and every reason the record gives;
- a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
- one page of published figures cleared to show a buyer.
Badges
Wins only: a badge exists where Freshservice is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.ShowHide
Badges
Wins only: a badge exists where Freshservice is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.
ShowHideFreshservice is among the products AI models recommend first in HR help desk and case management this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.
Wide · 320 × 104 Website, beside other badges
Square · 240 × 240 LinkedIn, slides
Compact · 200 × 56 Email signature, footer
Badges read on light and dark pages. Alt text carries the claim, the category, the edition and the index, so it stays a citation where the image does not load.