Freshservice vs Zendesk:Which is more popular?
In September 2026, Zendesk had more branded searches than Freshservice among service desk software worldwide. Zendesk had about 301,000 branded searches, while Freshservice had 40,500. Zendesk made up 37.8% of all service desk software searches we track, and Freshservice accounted for 5.1%. When we asked ChatGPT and Google AI Overviews about service desk software, Freshservice appeared in four of the five answers and Zendesk in two. Freshservice was mentioned before Zendesk in every answer.
Who do people search for more?
Zendesk, about 7 searches for every 1 for Freshservice
Who does AI mention more?
Freshservice, mentioned in 4 of 5 answers, Zendesk in 2
Who does AI recommend more?
Freshservice, named ahead of Zendesk in every answer
Follow Freshservice vs Zendesk and get free monthly updates on what changed
By continuing you'll get index updates and occasional product news from Brandwave. Unsubscribe any time. Privacy
Top service desk software in ChatGPT and Google AI Overviews
In three ChatGPT questions and two Google AI Overviews, Freshservice was mentioned in four out of five: in all three ChatGPT answers and in one of the two Google AI Overviews. Zendesk was mentioned in two out of five: in one of the three ChatGPT answers and in one of the two Google AI Overviews. Freshservice was listed before Zendesk in every answer.
Most recommended by AI
Brands get a higher ranking if they are mentioned earlier in the answers.
Mentioned by AI
Each dot is one answer, filled in when that answer mentions the brand.
ManageEngine4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers- Freshservice4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
Jira Service Management4 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
ServiceNow3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
HaloITSM3 of 5Named in 2 of 3 ChatGPT answersNamed in 1 of 2 Google answers- Zendesk2 of 5Named in 1 of 3 ChatGPT answersNamed in 1 of 2 Google answers
BMC Helix0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers
See every answer about service desk software
5 answers
Asked ChatGPT
“Which service desk system should I use?”
Asked ChatGPT
“What are the best service desk systems?”
Asked ChatGPT
“What's the best service desk system for an IT support team?”
Searched Google, AI Overview
“service desk software”
Searched Google, AI Overview
“it ticketing system”
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 21, 2026.
Is Freshservice or Zendesk more popular in search?
This chart shows how often people search Google for Freshservice and Zendesk by name. Each line represents a brand's share of searches for all seven service desk software we track, month by month, from English-language searches worldwide.
Share of searches by month for Zendesk, Freshservice. The figures are in the table below the chart.
View monthly share of searches table
| Month | ServiceNow | Zendesk | ManageEngine | Freshservice | BMC Helix | HaloITSM | Jira Service Management |
|---|---|---|---|---|---|---|---|
| Oct 2025 | 47.1% | 38.6% | 7.3% | 4.2% | 1.3% | 0.57% | 0.85% |
| Nov 2025 | 46.8% | 38.4% | 7.5% | 4.2% | 1.5% | 0.56% | 1% |
| Dec 2025 | 47.1% | 38.6% | 7.5% | 4.2% | 1.3% | 0.46% | 0.84% |
| Jan 2026 | 47.7% | 39.1% | 6.3% | 4.3% | 1.3% | 0.47% | 0.86% |
| Feb 2026 | 51.8% | 34.7% | 6.8% | 3.8% | 1.4% | 0.51% | 0.93% |
| Mar 2026 | 47.1% | 38.5% | 7.5% | 4.2% | 1.3% | 0.56% | 0.85% |
| Apr 2026 | 59.7% | 26.8% | 6.6% | 4.4% | 1.3% | 0.59% | 0.72% |
| May 2026 | 56.3% | 30.9% | 6.3% | 4.1% | 1.2% | 0.45% | 0.68% |
| Jun 2026 | 56.3% | 30.9% | 6% | 4.1% | 1.5% | 0.45% | 0.68% |
| Jul 2026 | 55.4% | 30.3% | 7.2% | 4.1% | 1.8% | 0.54% | 0.66% |
| Aug 2026 | 50.4% | 33.7% | 8% | 4.5% | 2% | 0.6% | 0.74% |
| Sep 2026 | 46.1% | 37.8% | 7.3% | 5.1% | 1.9% | 1% | 0.83% |
How has the Freshservice and Zendesk comparison changed over the last 12 months?
3 findings
- Zendesk was ahead of Freshservice in every measured month of the 12 months ending September 2026.
- Across the 12 months ending September 2026, Freshservice’s share of searches among service desk software worldwide moved from 4.2% to 5.1%, and its estimated monthly branded searches held steady at 40.5K.
- Across the 12 months ending September 2026, Zendesk’s share of searches among service desk software worldwide moved from 38.6% to 37.8%, and its estimated monthly branded searches moved from 369K to 301K.
How did search popularity change for service desk software worldwide in September 2026?
2 changes
In September 2026, Zendesk gained share of searches among service desk software worldwide, from 33.7% to 37.8%.
In September 2026, Freshservice gained share of searches among service desk software worldwide, from 4.5% to 5.1%.
How are branded searches counted?
3 search terms
Brandwave collects information about searches that people make online using Freshservice’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.
Freshservice
1 branded search term
- freshservice
Zendesk
2 branded search terms
- zendesk
- zendesk suite
Other head-to-heads among service desk software
Put your own brand in this comparison
Brandwave tracks your branded demand next to the rival you actually watch, with your campaigns, spend and outcomes on the same timeline.