Overview Leaderboard Methodology
Industry Report

Cloud Helpdesk Platforms

Ticketing platforms hosted in the cloud that centralize customer requests, automate workflows, and provide multi-channel support for businesses of all sizes.

Brands tracked: 35
Brands analyzed: 35
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 275
Total responses: 1,400
Top Brand Overall?
Zendesk
95/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Freshdesk
90

Highest score on the LBA metric in this industry.

Authority Leader?
Zendesk
100

Highest score on the Authority metric in this industry.

TOM Leader?
Zendesk
100

Highest score on the TOM metric in this industry.

Zendesk is the default answer in AI responses for Cloud Helpdesk Platforms

Zendesk and Freshdesk together dominate AI responses for Cloud Helpdesk Platforms. Both brands consistently surface unprompted, with the model treating them as the default answers for most category queries. Brands outside the top two face a structural disadvantage: users are usually given these two before the model even considers alternatives.

Brand Leaderboard All 35 Cloud Helpdesk Platforms brands ranked

Ranked by overall AI Visibility Score (smoothed geometric mean of LBA, Authority, and TOM with an LBA-based floor on Authority and TOM, see methodology). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Zendesk
zendesk.com
 87
100
100
95
2
Freshdesk
freshdesk.com
 90
91
97
93
3
Freshworks
freshworks.com
 81
93
99
91
4
Intercom
intercom.com
 85
50
80
70
5
Help Scout
helpscout.com
 75
42
77
63
6
Zoho
zoho.com
 75
41
66
59
7
Salesforce
salesforce.com
 84
19
49
44
8
HubSpot
hubspot.com
 88
13
57
42
9
Front
front.com
 71
7
26
26
10
ServiceNow
servicenow.com
 75
16
12
25
11
Gorgias
gorgias.com
 71
7
16
22
12
Crisp
crisp.chat
 75
7
7
18
13
Kustomer
kustomer.com
 69
7
7
17
14
LiveAgent
liveagent.com
 69
7
7
17
15
eDesk
edesk.com
 63
6
6
15
16
HappyFox
happyfox.com
 62
6
6
15
17
HelpCrunch
helpcrunch.com
 61
6
6
15
18
Hiver
hiverhq.com
 60
6
6
15
19
Re:amaze
reamaze.com
 61
6
6
15
20
Tidio
tidio.com
 63
6
6
15
21
Deskpro
deskpro.com
 57
6
6
14
22
Dixa
dixa.com
 58
6
6
14
23
Groove
groove.co
 54
5
5
14
24
ProProfs
proprofs.com
 56
6
6
14
25
Trengo
trengo.com
 56
6
6
14
26
Jitbit Helpdesk
jitbit.com
 51
5
5
13
27
Kayako
kayako.com
 53
5
5
13
28
UVdesk
uvdesk.com
 52
5
5
13
29
TeamSupport
teamsupport.com
 44
4
4
11
30
V
Vision Helpdesk
visionhelpdesk.com
 45
4
4
11
31
Richpanel
richpanel.com
 38
4
4
10
32
SupportBee
supportbee.com
 33
3
3
9
33
Hesk
hesk.com
 31
3
3
8
34
Helprace
helprace.com
 27
3
3
7
35
Supportbench
supportbench.com
 26
3
3
7

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 275 shared Cloud Helpdesk Platforms prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Smoothed geometric mean of LBA, Authority and TOM. Authority and TOM are floored at LBA × 0.1 before the geometric mean (the same floor used in the per-metric cards above, so brand cards and the composite tell the same story). Formula: composite = ((LBA + 5)(Authority + 5)(TOM + 5))^(1/3) - 5. The floor keeps brands the model clearly recognises but doesn't yet recommend from collapsing to zero, while a single genuinely weak metric still pulls the composite down. Full methodology.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 275 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →