Freshdesk vs Zendesk:Which is more popular?
In September 2026, Zendesk had more branded searches than Freshdesk among customer knowledge base platforms worldwide. Zendesk had about 301,000 branded searches, while Freshdesk had 91,800. Zendesk made up 65.6% of all customer knowledge base platform searches we track, and Freshdesk accounted for 20%. When we asked ChatGPT and Google AI Overviews about customer knowledge base platforms, Zendesk appeared in all five answers and Freshdesk in three. Zendesk was mentioned before Freshdesk in every answer.
Who do people search for more?
Zendesk, about 3 searches for every 1 for Freshdesk
Who does AI mention more?
Zendesk, mentioned in every answer we collected
Who does AI recommend more?
Zendesk, named ahead of Freshdesk in every answer
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Top customer knowledge base platforms in ChatGPT and Google AI Overviews
In three ChatGPT questions and two Google AI Overviews, Zendesk appeared in all five answers. Freshdesk was mentioned in three out of five: in all three ChatGPT answers, but not in either of the two Google AI Overviews. Zendesk was listed before Freshdesk in every answer.
Most recommended by AI
Brands get a higher ranking if they are mentioned earlier in the answers.
- Zendesk1st
Document3602nd
Help Scout3rd
Intercom4th
Helpjuice5th
Freshdesk6th
KnowledgeOwl7th
ProProfs Knowledge Base7th
GitBook–
Mentioned by AI
Each dot is one answer, filled in when that answer mentions the brand.
- Zendesk5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
- Document3604 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
- Freshdesk3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
- Help Scout3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
- Helpjuice3 of 5Named in 2 of 3 ChatGPT answersNamed in 1 of 2 Google answers
- Intercom3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
- KnowledgeOwl1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
- ProProfs Knowledge Base1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
- GitBook0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
See every answer about customer knowledge base platforms
5 answers
Asked ChatGPT
“Which customer knowledge base platform should I use?”
Asked ChatGPT
“What are the best customer knowledge base platforms?”
Asked ChatGPT
“What's the best customer knowledge base platform for customer support documentation?”
Searched Google, AI Overview
“knowledge base software”
Searched Google, AI Overview
“best knowledge base platform”
Not named in any answer:
Brands are shown in the order each answer named them. The survey took place in the United States on October 20, 2026.
Is Freshdesk or Zendesk more popular in search?
This chart shows how often people search Google for Freshdesk and Zendesk by name. Each line represents a brand's share of searches for all nine customer knowledge base platforms we track, month by month, from English-language searches worldwide.
Share of searches by month for Zendesk, Freshdesk. The figures are in the table below the chart.
View monthly share of searches table
| Month | Zendesk | Freshdesk | GitBook | Help Scout | Document360 | Helpjuice | Intercom | KnowledgeOwl | ProProfs Knowledge Base |
|---|---|---|---|---|---|---|---|---|---|
| Oct 2025 | 60.9% | 18.4% | 10.9% | 6.8% | 1.4% | 1.1% | 0.12% | 0.26% | 0.08% |
| Nov 2025 | 61% | 18.6% | 11.2% | 5.7% | 1.7% | 1.3% | 0.26% | 0.26% | 0.08% |
| Dec 2025 | 62% | 18.9% | 11.1% | 4.7% | 1.4% | 1.4% | 0.21% | 0.21% | 0.06% |
| Jan 2026 | 65.2% | 16.3% | 11.7% | 4.1% | 1.2% | 1.2% | 0.13% | 0.23% | 0.05% |
| Feb 2026 | 67.2% | 16.8% | 8.4% | 4.2% | 1.5% | 1.3% | 0.2% | 0.29% | 0.05% |
| Mar 2026 | 70.2% | 16% | 7.4% | 3.6% | 1.3% | 1.1% | 0.19% | 0.25% | 0.04% |
| Apr 2026 | 64.3% | 16.2% | 9.9% | 6% | 1.8% | 1.2% | 0.34% | 0.34% | 0.06% |
| May 2026 | 71.5% | 14.7% | 7.5% | 3.7% | 1.1% | 0.87% | 0.24% | 0.24% | 0.06% |
| Jun 2026 | 66.1% | 16.6% | 9.9% | 5.1% | 0.99% | 0.81% | 0.28% | 0.22% | 0.03% |
| Jul 2026 | 65.7% | 16.5% | 10.1% | 5.1% | 1.2% | 0.82% | 0.27% | 0.27% | 0.05% |
| Aug 2026 | 65% | 16.4% | 10% | 6.1% | 1.2% | 0.77% | 0.34% | 0.26% | 0.04% |
| Sep 2026 | 65.6% | 20% | 8.1% | 4.2% | 0.97% | 0.63% | 0.35% | 0.22% | 0.03% |
How has the Freshdesk and Zendesk comparison changed over the last 12 months?
3 findings
- Zendesk was ahead of Freshdesk in every measured month of the 12 months ending September 2026.
- Across the 12 months ending September 2026, Freshdesk’s share of searches among customer knowledge base platforms worldwide moved from 18.4% to 20%, and its estimated monthly branded searches moved from 112K to 91.8K.
- Across the 12 months ending September 2026, Zendesk’s share of searches among customer knowledge base platforms worldwide moved from 60.9% to 65.6%, and its estimated monthly branded searches moved from 369K to 301K.
How did search popularity change for customer knowledge base platforms worldwide in September 2026?
2 changes
In September 2026, Freshdesk gained share of searches among customer knowledge base platforms worldwide, from 16.4% to 20%.
In September 2026, Zendesk gained share of searches among customer knowledge base platforms worldwide, from 65% to 65.6%.
How are branded searches counted?
4 search terms
Brandwave collects information about searches that people make online using Freshdesk’s and Zendesk’s names. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brands is growing, holding steady, or fading.
Other head-to-heads among customer knowledge base platforms
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