Overview Leaderboard Methodology
Industry Report

Support Ticketing for SMBs

Affordable, easy-to-deploy helpdesk tools tailored to small and medium-sized businesses focusing on simplicity, essential automation, and rapid setup.

Brands tracked: 40
Brands analyzed: 40
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 300
Total responses: 1,565
Top Brand Overall?
Zendesk
93/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
Zendesk
89

Highest score on the LBA metric in this industry.

Authority Leader?
Zendesk
99

Highest score on the Authority metric in this industry.

TOM Leader?
Freshdesk
100

Highest score on the TOM metric in this industry.

Zendesk is the default answer in AI responses for Support Ticketing for SMBs

Zendesk and Freshdesk together dominate AI responses for Support Ticketing for SMBs. 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 40 Support Ticketing for SMBs 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
 89
99
92
93
2
Freshdesk
freshdesk.com
 83
89
100
90
3
Freshworks
freshworks.com
 81
90
100
90
4
Help Scout
helpscout.com
 73
64
92
75
5
Zoho
zoho.com
 77
34
83
60
6
Atlassian
atlassian.com
 79
20
59
46
7
HubSpot
hubspot.com
 85
22
46
45
8
Intercom
intercom.com
 83
23
27
38
9
Front
front.com
 76
15
30
33
10
Gorgias
gorgias.com
 77
8
18
24
11
Salesforce
salesforce.com
 81
8
8
20
12
Tidio
tidio.com
 74
7
7
18
13
HappyFox
happyfox.com
 69
7
7
17
14
Hiver
hiverhq.com
 72
7
7
17
15
LiveAgent
liveagent.com
 69
7
7
17
16
Re:amaze
reamaze.com
 69
7
7
17
17
Spiceworks
spiceworks.com
 68
7
7
17
18
Trello
trello.com
 71
7
7
17
19
Kayako
kayako.com
 58
6
8
16
20
Notion
notion.so
 64
6
6
16
21
Groove
groove.co
 61
6
6
15
22
Jitbit Helpdesk
jitbit.com
 59
6
6
15
23
osTicket
osticket.com
 61
6
6
15
24
Trengo
trengo.com
 61
6
6
15
25
Crisp
crisp.chat
 57
6
6
14
26
ProProfs Help Desk
proprofsdesk.com
 55
5
5
14
27
TeamSupport
teamsupport.com
 58
6
6
14
28
Deskpro
deskpro.com
 53
5
5
13
29
Faveo
faveohelpdesk.com
 53
5
5
13
30
UseResponse
useresponse.com
 52
5
5
13
31
UVdesk
uvdesk.com
 52
5
5
13
32
Google
google.com
 45
5
5
12
33
Mojo Helpdesk
mojohelpdesk.com
 45
5
5
12
34
V
Vision Helpdesk
visionhelpdesk.com
 49
5
5
12
35
BoldDesk
bolddesk.com
 42
4
4
11
36
Hesk
hesk.com
 42
4
4
11
37
OneDesk
onedesk.com
 43
4
4
11
38
SupportBee
supportbee.com
 38
4
4
10
39
Helpy
helpy.io
 22
2
2
6
40
Desku
desku.io
 5
1
1
2

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 300 shared Support Ticketing for SMBs 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 300 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 →