IT service management for small business buyers
Asked as “ITSM platform”, and as “IT service desk and ticketing tool”, on behalf of a small B2B company. 49 first choices recorded across the direct, paraphrase, budget and scale prompts, twelve models each.
Standing · first-choice share
39%
Contested · ManageEngine ServiceDesk Plus 16%
39Freshservice16ManageEngine ServiceDesk Plus14Jira Service Management31others
39% of first choices, contested.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all twelve models, for a small B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
Show the four products at 0%, ordered by negative rate
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its product page.
Head to head
Freshservice vs Jira Service ManagementFreshservice vs ManageEngine ServiceDesk PlusFreshservice vs Spiceworks Cloud Help Desk
Head-to-head pages are published for mid-market buyers, so these open on mid-market figures, not small business.All ten head-to-head pages: the top five products, each against each
Freshservice vs InvGate Service ManagementJira Service Management vs ManageEngine ServiceDesk PlusJira Service Management vs Spiceworks Cloud Help DeskJira Service Management vs InvGate Service ManagementManageEngine ServiceDesk Plus vs Spiceworks Cloud Help DeskManageEngine ServiceDesk Plus vs InvGate Service ManagementSpiceworks Cloud Help Desk vs InvGate Service Management
Recommended versus criticized
Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.
Criticized challengerCriticized default
Negative label rate →
01
02
03
04
05
06
07Z08
09
10
11
12Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative50%
Key
01Freshservice39%
Freshservice39%02ManageEngine ServiceDesk Plus16%
ManageEngine ServiceDesk Plus16%03Jira Service Management14%
Jira Service Management14%04Zoho Desk8%
Zoho Desk8%05Freshdesk8%
Freshdesk8%06Spiceworks Cloud Help Desk6%
Spiceworks Cloud Help Desk6%07Alloy Navigator2%
Alloy Navigator2%08Zendesk ITSM2%
09SysAid0%
SysAid0%10HappyFox0%
HappyFox0%11BMC Helix ITSM0%
BMC Helix ITSM0%12ServiceNow ITSM0%
ServiceNow ITSM0%What they warned about
Two of twelve models held their first choice under the paraphrase. Claude Haiku 4.5, Gemini 3.5 Flash, Perplexity Sonar, Grok 4.20, Mistral Small, DeepSeek V4 Flash, Qwen 3.7 Flash, Kimi K2, GLM 4.7 FlashX and MiniMax M2.5 changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
ServiceNow ITSM96%
25 of 26 labels negative · 11 of 12 models · 14 hard negative
“The Verdict: Avoid unless you have a rapidly scaling enterprise-bound company with a dedicated budget and dedicated IT platform engineers.” Gemini 3.5 Flash, negative prompt
BMC Helix ITSM100%
14 of 14 labels negative · 10 of 12 models · 11 hard negative
“BMC Helix (previously known as Remedy) - it is filled with glitches and still isn't functioning properly even after more than two years.” Llama 4 Maverick, negative prompt
Ivanti Neurons for ITSM88%
7 of 8 labels negative · 6 of 12 models · 3 hard negative
“Examples: ServiceNow, BMC Helix, Ivanti - Why Avoid: These platforms are often overkill for small businesses” Mistral Small, negative prompt
Zendesk ITSM
28%
5 of 18 labels negative · 5 of 12 models
“roughly 49% cheaper than competitors like Zendesk while including features others charge extra for” Kimi K2, paraphrase prompt
What they cite
Twelve of the twelve models returned a source list in this edition: four return the pages they cited and eight the search results they consulted.
Sites the answers cite
66 of 72 answers in this category came back with a source list, from 12 of 12 models: citations where the model returns them, or the search results it consulted. 932 links across 191 sites, every framing counted. Ranked by the number of answers carrying the site or page.
48 answers · 52 citations · 11 models
vendor site · eesel38 answers · 43 citations · 10 models
36 answers · 36 citations · 12 models
vendor site · InvGate26 answers · 40 citations · 11 models
vendor site · CloudNuro26 answers · 27 citations · 10 models
vendor site · Motadata21 answers · 23 citations · 10 models
21 answers · 21 citations · 8 models
20 answers · 22 citations · 11 models
vendor site · Siit19 answers · 25 citations · 10 models
vendor site · Xurrent19 answers · 22 citations · 9 models
15 answers · 28 citations · 10 models
vendor site · Freshworks14 answers · 18 citations · 9 models
Pages the answers cite
The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.
44 answers · 11 models
35 answers · 9 models
35 answers · 11 models
25 answers · 10 models
20 answers · 8 models
17 answers · 10 models
16 answers · 11 models
15 answers · 9 models
13 answers · 7 models
12 answers · 9 models
Search against answers
Each company's standing in the answers beside its site's footprint in Google search, one row a site: the products the models named on it with their shares, and the share they add up to; monthly searches on Google, and DataForSEO's estimate of AI search demand (modeled from search signals, directional, not a count of queries to any assistant), for the most-searched of the company's and its products' names (the name is in each row's hover text); estimated monthly organic visits to the site; and its best position in Google's top ten for “best itsm platform”, “itsm platform”, “itsm platforms”. US estimates from DataForSEO and Google's Ads Transparency Center. A small company's site, or a mid-sized company's site for its flagship, is marked company; a product on a large parent's site (Google, Microsoft) has no site figures. A column with no figures for this category is left out, and an empty cell means none were seen, not none exist. Two measurements side by side: neither is read as the cause of the other.
| Company and products | Share | Own site cited | Name searches, Google | AI search demand, est. | Organic visits | Paid search a month, est. | Google ads, last 30 days | Best Google position |
|---|---|---|---|---|---|---|---|---|
| Freshdesk freshworks.com Freshservice 39%, Freshdesk 8% | 47% | 423 | 12,100 | 391 | 111,586 | $14,486 | 113 | |
| ManageEngine parent site ManageEngine ServiceDesk Plus 16% | 16% | 123 | 8,100 | 675 | ||||
| Jira atlassian.com Jira Service Management 14% | 14% | 335 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| Zoho Desk zoho.com | 8% | 34 | 8,100 | 105 | 1,216,894 | $51,031 | 119 | |
| Spiceworks spiceworks.com Spiceworks Cloud Help Desk 6% | 6% | 22 | 5,400 | 122 | 2,284,947 company | |||
| Alloy Navigator alloysoftware.com | 2% | 17 | 70 | 1 | 8,811 | 13 | 3 | |
| Zendesk zendesk.com Zendesk ITSM 2% | 2% | 52 | 74,000 | 3,566 | 5,365,445 | $16,181 | 63 | |
| TeamDynamix teamdynamix.com | 2% | 21 | 4,400 | 63 | 1,482,633 | $1,518 | 20 | 7 |
| Pylon usepylon.com | 2% | 9 | 40,500 | 3,118 | 29,726 | $166 | 21 | |
| SysAid sysaid.com | 0% | 62 | 1,600 | 37 | 47,976 | 26 |
Google's top ten for the three searches hold 14 sites; 4 of them are among the sites the models cited here (alloysoftware.com, gartner.com, reddit.com, xurrent.com). The first result for “best itsm platform” is gartner.com.
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.ShowHide
How they answered
Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ShowHideModelDirect“What is the best ITSM platform for a small B2B company?”Paraphrase“Which IT service desk and ticketing tool would you recommend to a small business that sells to other businesses?”Comparative“What are the top ITSM platforms for a small team and how do they differ?”Budget-constrained“What is the best ITSM platform for a small company with a tight budget?”Scale-constrained“We are a 30 person company evaluating an ITSM platform. What should we look at?”Negative“Which ITSM platforms should a small business avoid or be cautious about?”
Claude Haiku 4.5no first choiceFreshdeskChangedFreshserviceFreshservice, ManageEngine ServiceDesk Plusno first choicenothing named
Four alternatives
Help Scout, Pylon, TeamSupport, Zoho DeskThree alternatives
Atera, Jira Service Management, SolarWinds Service DeskOne alternative
Jira Service ManagementGPT-5.4 miniFreshserviceagainst: ServiceNow ITSMFreshserviceHeldFreshservice, Jira Service Managementagainst: ServiceNow ITSMFreshservice, Jira Service Managementagainst: ServiceNow ITSMno first choiceagainst: BMC Helix ITSM, ServiceNow ITSM
Two alternatives
Jira Service Management, Zendesk ITSMTwo alternatives
Jira Service Management, Zendesk ITSMOne alternative
Zendesk ITSMGemini 3.5 FlashFreshserviceagainst: ServiceNow ITSMFreshservice, PylonChangedFreshserviceagainst: ServiceNow ITSMJira Service ManagementFreshservice, Jira Service Managementagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSMagainst: BMC Helix ITSM, Broadcom, Front, Help Scout, Ivanti Neurons for ITSM, OTRS, OpenText SMAX, Request Tracker, ServiceNow ITSM, Zendesk ITSM, Znuny
Three alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk PlusSix alternatives
Freshdesk, Help Scout, Jira Service Management, Spiceworks Cloud Help Desk, Supportbench, Zoho DeskFive alternatives
Atera, InvGate Service Management, Jira Service Management, NinjaOne, Zendesk ITSMFour alternatives
Freshservice, GLPI, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskFour alternatives
Atomicwork, Desk365, Rippling, RisottoPerplexity SonarFreshserviceagainst: HaloITSMZoho DeskChangedagainst: Zendesk ITSMFreshserviceagainst: Spiceworks Cloud Help DeskManageEngine ServiceDesk Plusno first choiceagainst: Aisera, BMC Helix / Remedy, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM, TOPdesk
Three alternatives
Alloy Navigator, Jira Service Management, ManageEngine ServiceDesk PlusFour alternatives
Freshdesk, Freshservice, Help Scout, Jira Service ManagementFour alternatives
HappyFox, Jira Service Management, ManageEngine ServiceDesk Plus, TeamDynamixFour alternatives
Alloy Navigator, Freshservice, Jira Service Management, Spiceworks Cloud Help DeskGrok 4.20Freshserviceagainst: ServiceNow ITSMSpiceworks Cloud Help DeskChangedFreshserviceManageEngine ServiceDesk Plus, Spiceworks Cloud Help Deskagainst: FreshserviceFreshserviceagainst: BMC Helix ITSM, Jira Service Management, ServiceNow ITSM
Three alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMThree alternatives
Freshdesk, Freshservice, Zoho DeskFour alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskOne alternative
Jira Service ManagementThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SysAidMistral SmallAlloy Navigator, TeamDynamixZendesk ITSMChangedFreshserviceSpiceworks Cloud Help DeskJira Service Managementagainst: ServiceNow ITSM, Zendesk ITSMagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
One alternative
SysAidThree alternatives
Freshdesk, Microsoft Teams with the built-in ticketing app, Zoho DeskSix alternatives
Alloy Navigator, HappyFox, Jira Service Management, ManageEngine ServiceDesk Plus, TOPdesk, eesel AITwo alternatives
Alloy Navigator, FreshserviceFour alternatives
Freshservice, InvGate Service Management, ManageEngine ServiceDesk Plus, SysAidDeepSeek V4 FlashFreshserviceFreshdeskChangedagainst: TeamSupportFreshservice, Jira Service Managementagainst: ServiceNow ITSMManageEngine ServiceDesk Plusagainst: Jira Service ManagementFreshserviceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, Cherwell, Freshservice, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM
Four alternatives
Alloy Navigator, HappyFox, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Freshservice, Zoho DeskTwo alternatives
ManageEngine ServiceDesk Plus, Zendesk ITSMTwo alternatives
Freshservice, Zoho DeskFour alternatives
Alloy Navigator, HappyFox, Jira Service Management, ManageEngine ServiceDesk PlusLlama 4 Maverickno first choiceno first choiceHeldFreshserviceagainst: BMC Helix ITSMFreshservice, ManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, ServiceNow ITSM
Two alternatives
InvGate Service Management, Jira Service ManagementQwen 3.7 FlashFreshservice, ManageEngine ServiceDesk PlusFreshdeskChangedFreshserviceagainst: Spiceworks Cloud Help DeskManageEngine ServiceDesk PlusJira Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMagainst: BMC Helix ITSM, GLPI, IBM Maximo, Ivanti Neurons for ITSM, Jira Service Management, KACE, ServiceNow ITSM, osTicket
Two alternatives
HappyFox, Jira Service ManagementTwo alternatives
Help Scout, Zoho DeskThree alternatives
Alloy Navigator, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Freshservice, Jira Service Management, Spiceworks Cloud Help DeskFive alternatives
Autotask, Freshservice, HaloPSA, NinjaOne, Zendesk ITSMKimi K2FreshserviceZoho DeskChangedagainst: Zendesk ITSMFreshserviceJira Service ManagementFreshserviceagainst: BMC Helix ITSM, Cherwell Service Management, Ivanti Neurons for ITSM, ServiceNow ITSM, SolarWinds Service Desk
Four alternatives
Alloy Navigator, HappyFox, Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Freshdesk, TeamSupportFive alternatives
Alloy Navigator, HubSpot Service Hub, Jira Service Management, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskOne alternative
FreshserviceFour alternatives
HappyFox, Jira Service Management, ManageEngine ServiceDesk Plus, SysAidGLM 4.7 FlashXFreshserviceagainst: ServiceNow ITSMZoho DeskChangedagainst: Zendesk ITSMFreshserviceManageEngine ServiceDesk Plusagainst: ServiceNow ITSMno first choiceagainst: ServiceNow ITSMagainst: Aisera, BMC Helix ITSM, Cherwell, Moveworks, ServiceNow ITSM
Three alternatives
Alloy Navigator, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Freshdesk, HaloITSM, Spiceworks Cloud Help DeskThree alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskFour alternatives
Alloy Navigator, Freshservice, Jira Service Management, Spiceworks Cloud Help DeskMiniMax M2.5Jira Service Managementagainst: ServiceNow ITSMFreshdesk, Zoho DeskChangedno first choiceFreshserviceFreshserviceagainst: BMC Helix ITSM
Four alternatives
Alloy Navigator, Freshservice, ManageEngine ServiceDesk Plus, SysAidOne alternative
SupportbenchFour alternatives
Alloy Navigator, Freshservice, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Freshdesk, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskOne alternative
Jira Service ManagementBold is the first choiceAlternatives are counted; the count opens them.What the answer argued against
The record
One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency.
Seventy-two rows: every prompt, every model, every answer.
| Prompt | Model | Version string | Time (UTC) | Searched | Sources | Latency |
|---|---|---|---|---|---|---|
| Direct recommendation | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 10:11 | no | 0 | 4 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 13:27 | yes | 4 | 11 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 10:23 | yes | 17 | 21 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-09-17 12:20 | yes | 20 | 5 s |
| Direct recommendation | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 12:41 | yes | 30 | 16 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 13:50 | yes | 5 | 5 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 11:29 | yes | 8 | 10 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 12:58 | yes | 5 | 2 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 10:07 | yes | 8 | 45 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 13:19 | yes | 8 | 47 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 09:30 | yes | 22 | 362 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 11:59 | yes | 5 | 25 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 13:44 | yes | 18 | 10 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 09:35 | yes | 3 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 10:22 | yes | 12 | 22 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-09-17 12:12 | yes | 20 | 5 s |
| Paraphrase | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 11:13 | yes | 35 | 14 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 09:44 | no | 0 | 2 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 12:53 | yes | 25 | 25 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 11:09 | yes | 5 | 2 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 14:14 | yes | 5 | 30 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 10:38 | yes | 20 | 70 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 10:07 | yes | 14 | 32 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 09:48 | yes | 5 | 29 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 09:30 | yes | 9 | 11 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 10:04 | yes | 9 | 9 s |
| Comparative | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 12:32 | yes | 13 | 20 s |
| Comparative | Perplexity Sonar | sonar | 2026-09-17 13:44 | yes | 20 | 7 s |
| Comparative | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 13:20 | yes | 26 | 15 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 14:08 | yes | 5 | 9 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 14:07 | yes | 17 | 18 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 10:00 | yes | 5 | 3 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 09:52 | yes | 14 | 65 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 12:43 | yes | 9 | 26 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 10:15 | yes | 30 | 45 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 10:41 | yes | 13 | 25 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 10:32 | yes | 9 | 7 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 09:53 | yes | 3 | 4 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 11:13 | yes | 22 | 24 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-09-17 12:40 | yes | 20 | 4 s |
| Budget constrained | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 10:42 | yes | 32 | 18 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 10:47 | yes | 5 | 5 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 11:02 | yes | 8 | 11 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 11:24 | yes | 5 | 3 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 14:09 | yes | 12 | 38 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 10:02 | yes | 9 | 30 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 12:53 | yes | 11 | 98 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 13:45 | yes | 14 | 34 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 10:25 | no | 0 | 6 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 12:49 | no | 0 | 7 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 11:50 | yes | 19 | 142 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-09-17 11:59 | yes | 20 | 8 s |
| Scale constrained | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 12:47 | yes | 19 | 12 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 11:47 | no | 0 | 6 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 11:44 | yes | 10 | 14 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 11:53 | yes | 5 | 4 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 09:44 | no | 0 | 40 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 10:07 | yes | 14 | 29 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 10:54 | yes | 18 | 144 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 11:30 | yes | 5 | 24 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-09-17 10:10 | yes | 17 | 10 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-09-17 14:15 | yes | 3 | 7 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.5-flash | 2026-09-17 11:01 | yes | 11 | 21 s |
| Negative framing | Perplexity Sonar | sonar | 2026-09-17 13:49 | yes | 20 | 9 s |
| Negative framing | Grok 4.20 | spacexai/grok-4.1-fast-non-reasoning via vertex (asked for grok-4.20-non-reasoning; the API answered as this version) | 2026-09-17 09:36 | yes | 31 | 16 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-09-17 11:01 | yes | 13 | 9 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via fireworks | 2026-09-17 12:39 | yes | 25 | 38 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-09-17 12:06 | yes | 5 | 3 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-09-17 13:11 | yes | 16 | 71 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-09-17 13:34 | yes | 30 | 60 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-09-17 09:57 | yes | 26 | 37 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-09-17 09:25 | yes | 11 | 38 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
ShowHide
Category-scoped readings
BMC read as BMC Helix ITSM
BMC Helix read as BMC Helix ITSM
BMC Helix (formerly BMC Remedy) read as BMC Helix ITSM
BMC Helix (formerly Remedy) read as BMC Helix ITSM
BMC Remedy read as BMC Helix ITSM
InvGate read as InvGate Service Management
Ivanti read as Ivanti Neurons for ITSM
Ivanti Neurons read as Ivanti Neurons for ITSM
Jira read as Jira Service Management
ManageEngine read as ManageEngine ServiceDesk Plus
Remedy read as BMC Helix ITSM
ServiceNow read as ServiceNow ITSM
ServiceNow IT Service Management read as ServiceNow ITSM
SolarWinds read as SolarWinds Service Desk
Spiceworks read as Spiceworks Cloud Help Desk
Zendesk read as Zendesk ITSM
Zendesk Suite read as Zendesk ITSM
Zendesk Support read as Zendesk ITSM
standard Zendesk read as Zendesk ITSM
Unresolved, counted raw
Groove
Microsoft Teams with the built-in ticketing app
Mojo Helpdesk
Znuny
Discontinued, still offered
No shut-down product was recommended here.