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. 55 first choices recorded across the direct, paraphrase, budget and scale prompts, fourteen models each.
Standing · first-choice share
51%
Clear leader
51Freshservice16Jira Service Management09Freshdesk24others
51% of first choices, clear leader.
Since October 2026▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.Freshservice held the lead, +4 points on 47%, inside the 11-point floor.
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.
Small business
Freshservice51%Clear leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.This pageMid-marketFreshservice52%Clear leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.Standing →Enterprise
ServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.Standing →
Freshservice51%Clear leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.This pageMid-marketFreshservice52%Clear leader▼−6Since October 2026: 58% → 52%, −6 points. Inside the 11-point floor: within noise.Standing →EnterpriseServiceNow ITSM66%Clear leader▲+1Since October 2026: 65% → 66%, +1 point. Inside the 11-point floor: within noise.Standing →The standing
Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all fourteen models, for a small B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrantSince October 2026
01Freshservice51%1%72endorsed leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.47% → 51%
Freshservice51%1%72endorsed leader▲+4Since October 2026: 47% → 51%, +4 points. Inside the 11-point floor: within noise.47% → 51%02
Jira Service Management16%7%74accepted challenger▲+7Since October 2026: 9% → 16%, +7 points. Inside the 11-point floor: within noise.9% → 16%
Jira Service Management16%7%74accepted challenger▲+7Since October 2026: 9% → 16%, +7 points. Inside the 11-point floor: within noise.9% → 16%03
ManageEngine ServiceDesk Plus9%6%52accepted challenger=heldSince October 2026: 9% → 9%, ±0 points. Inside the 11-point floor: within noise.9% → 9%
ManageEngine ServiceDesk Plus9%6%52accepted challenger=heldSince October 2026: 9% → 9%, ±0 points. Inside the 11-point floor: within noise.9% → 9%04
Freshdesk9%0%12accepted challenger▼−2Since October 2026: 11% → 9%, −2 points. Inside the 11-point floor: within noise.11% → 9%
Freshdesk9%0%12accepted challenger▼−2Since October 2026: 11% → 9%, −2 points. Inside the 11-point floor: within noise.11% → 9%05
Spiceworks Cloud Help Desk4%13%15accepted challenger▼−1Since October 2026: 5% → 4%, −1 point. Inside the 11-point floor: within noise.5% → 4%
Spiceworks Cloud Help Desk4%13%15accepted challenger▼−1Since October 2026: 5% → 4%, −1 point. Inside the 11-point floor: within noise.5% → 4%06
Zoho Desk2%6%16accepted challenger▼−3Since October 2026: 5% → 2%, −3 points. Inside the 11-point floor: within noise.5% → 2%
Zoho Desk2%6%16accepted challenger▼−3Since October 2026: 5% → 2%, −3 points. Inside the 11-point floor: within noise.5% → 2%07
Desk3652%0%12accepted challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%
Desk3652%0%12accepted challenger▲+2Since October 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise.0% → 2%Show the ten products at 0%, ordered by negative rate
15
Ivanti Neurons for ITSM0%100%11criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
Ivanti Neurons for ITSM0%100%11criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%17ServiceNow ITSM0%97%32criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
ServiceNow ITSM0%97%32criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%16
BMC Helix ITSM0%94%16criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
BMC Helix ITSM0%94%16criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%11Zendesk ITSM0%27%30criticized challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%
12
SysAid0%25%24criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
SysAid0%25%24criticized challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%14
SolarWinds Service Desk0%23%13accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%
SolarWinds Service Desk0%23%13accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%13
Alloy Navigator0%9%11accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%
Alloy Navigator0%9%11accepted challenger▼−2Since October 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise.2% → 0%09
NinjaOne0%6%18accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
NinjaOne0%6%18accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%08HaloITSM0%0%20accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
10
InvGate Service Management0%0%15accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%
InvGate Service Management0%0%15accepted challenger=heldSince October 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise.0% → 0%The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one can't be told apart from repeat variation, and both are shown. Each index measures its own floor from its own repeat, over its own categories, so the floor differs from one index to the next. Both editions asked the same fourteen models. How the floor is measured
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.
For buyers
Head to head
Freshservice vs Jira Service ManagementFreshservice vs ManageEngine ServiceDesk PlusFreshservice vs InvGate Service Management
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 TeamDynamixJira Service Management vs ManageEngine ServiceDesk PlusJira Service Management vs InvGate Service ManagementJira Service Management vs TeamDynamixManageEngine ServiceDesk Plus vs InvGate Service ManagementManageEngine ServiceDesk Plus vs TeamDynamixInvGate Service Management vs TeamDynamix
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 →
01020304050607H08
0910Z11
121314151617Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative70%
Key
01Freshservice51%
Freshservice51%02Jira Service Management16%
Jira Service Management16%03ManageEngine ServiceDesk Plus9%
ManageEngine ServiceDesk Plus9%04Freshdesk9%
Freshdesk9%05Spiceworks Cloud Help Desk4%
Spiceworks Cloud Help Desk4%06Zoho Desk2%
Zoho Desk2%07Desk3652%
Desk3652%08HaloITSM0%
09NinjaOne0%
NinjaOne0%10InvGate Service Management0%
InvGate Service Management0%11Zendesk ITSM0%
12SysAid0%
SysAid0%13Alloy Navigator0%
Alloy Navigator0%14SolarWinds Service Desk0%
SolarWinds Service Desk0%15Ivanti Neurons for ITSM0%
Ivanti Neurons for ITSM0%16BMC Helix ITSM0%
BMC Helix ITSM0%17ServiceNow ITSM0%
ServiceNow ITSM0%What they warned about
Five of fourteen models held their first choice under the paraphrase. Claude Haiku 4.5, GPT-5.4 mini, Gemini 3.5 Flash, Perplexity Sonar, Mistral Small, Llama 4 Maverick, Qwen 3.7 Flash, MiniMax M2.5 and Muse Glimmer 30B 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 ITSM97%
31 of 32 labels negative · 14 of 14 models · 17 hard negative
“Why Small Businesses Should Avoid It: ServiceNow is the industry standard for large corporations, but it represents a massive bottleneck for a small team.” MiniMax M2.5, negative prompt
BMC Helix ITSM94%
15 of 16 labels negative · 11 of 14 models · 9 hard negative
“Avoid BMC Helix (previously known as Remedy). It's filled with glitches and, even after more than two years, still isn't functioning properly.” MiniMax M2.5, negative prompt
Ivanti Neurons for ITSM100%
11 of 11 labels negative · 11 of 14 models · 6 hard negative
“good for larger, more mature environments, but it's also quote-only... more implementation effort and less predictability for a small team” GPT-5.4 mini, negative prompt
Zendesk ITSM
27%
8 of 30 labels negative · 6 of 14 models
“Oriented toward customer service (external), so ITSM capabilities are less ITIL-native than competitors. Costs more at the entry level.” DeepSeek V4 Flash, comparative prompt
What they cite
Fourteen of the fourteen models returned a source list in this edition: five return the pages they cited and nine the search results they consulted.
Sites the answers cite
73 of 84 answers in this category came back with a source list, from 14 of 14 models: citations where the model returns them, or the search results it consulted. 722 links across 160 sites, every framing counted. Ranked by the number of answers carrying the site or page. 28 of the 252 answers across every segment cited this index's own page for the category; the method page measures whether that reading tilts an answer.
33 answers · 58 citations · 9 models
vendor site · Desk36526 answers · 27 citations · 9 models
22 answers · 31 citations · 9 models
21 answers · 25 citations · 11 models
vendor site · G220 answers · 34 citations · 11 models
vendor site · Automation Anywhere20 answers · 20 citations · 9 models
19 answers · 22 citations · 9 models
vendor site · InvGate18 answers · 19 citations · 7 models
vendor site · Motadata17 answers · 17 citations · 10 models
vendor site · Atlassian15 answers · 16 citations · 7 models
vendor site · Freshworks13 answers · 14 citations · 5 models
vendor site · NinjaOne13 answers · 13 citations · 8 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.
24 answers · 9 models
23 answers · 8 models
20 answers · 9 models
18 answers · 10 models
15 answers · 10 models
15 answers · 7 models
13 answers · 8 models
11 answers · 6 models
10 answers · 5 models
10 answers · 5 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 51%, Freshdesk 9% | 60% | 423 | 12,100 | 391 | 111,586 | $14,486 | 113 | |
| Jira atlassian.com Jira Service Management 16% | 16% | 335 | 6,600 | 188 | 4,724,388 company | $5,906 | 61 | 5 |
| ManageEngine parent site ManageEngine ServiceDesk Plus 9% | 9% | 123 | 8,100 | 675 | ||||
| Spiceworks spiceworks.com Spiceworks Cloud Help Desk 4% | 4% | 22 | 5,400 | 122 | 2,284,947 company | |||
| Supportbench supportbench.com | 4% | 4 | ||||||
| Zoho Desk zoho.com | 2% | 34 | 8,100 | 105 | 1,216,894 | $51,031 | 119 | |
| Desk365 desk365.io | 2% | 24 | 590 | 7 | 7,751 | 6 | ||
| ManageEngine ServiceDesk Plus Standard | 2% | |||||||
| Zendesk Support Suite | 2% | 30 | 2 | |||||
| HaloITSM | 0% | 880 | 32 |
Google's top ten for the three searches hold 14 sites; 2 of them are among the sites the models cited here (alloysoftware.com, atlassian.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 4.5FreshserviceFreshdesk, Zoho DeskChangedagainst: Zendesk ITSMFreshserviceManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, C2 ITSM, Cherwell, GLPI, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM, SysAid, Vivantio ITSM, iTop
Five alternatives
Alloy Navigator, HubSpot Service Hub, Jira Service Management, SolarWinds Service Desk, Spiceworks Cloud Help DeskFour alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, Spiceworks Cloud Help DeskThree alternatives
Freshservice, SolarWinds Service Desk, Spiceworks Cloud Help DeskGPT-5.4 miniJira Service ManagementFreshserviceChangedFreshservice, Jira Service Managementagainst: ServiceNow ITSM, Spiceworks Cloud Help DeskJira Service Management, ManageEngine ServiceDesk Plusagainst: Freshserviceno first choiceagainst: Autotask, CA Service Desk Manager, ConnectWise RMM, EasyVista, Ivanti Neurons for ITSM, ServiceNow ITSM, SymphonyAI ITSM
One alternative
FreshserviceTwo alternatives
Jira Service Management, Zendesk ITSMOne alternative
ManageEngine ServiceDesk PlusGemini 3.5 FlashFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMFreshdeskChangedFreshservice, Jira Service Managementagainst: ServiceNow ITSMJira Service ManagementFreshserviceagainst: ServiceNow ITSMagainst: BMC Helix ITSM, GLPI, Ivanti Neurons for ITSM, OpenText SMAX, Salesforce Service Cloud, ServiceNow ITSM, Znuny / OTRS, iTop
Seven alternatives
Freshdesk, HaloITSM, HubSpot Service Hub, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ServiceFive alternatives
Freshservice, HubSpot Service Hub, Jira Service Management, SuperOps, Zoho DeskThree alternatives
HaloITSM, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help DeskFive alternatives
Freshservice, GLPI, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, ZammadThree alternatives
HaloITSM, Jira Service Management, Rippling IT CloudPerplexity SonarFreshserviceagainst: ServiceNow ITSM, SysAidFreshdeskChangedagainst: Zendesk ITSMFreshserviceagainst: ServiceNow ITSM, SysAidManageEngine ServiceDesk Plusagainst: Alloy Navigatorno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, ManageEngine ServiceDesk Plus, ServiceNow ITSM, SolarWinds Service Desk
Three alternatives
HubSpot Service Hub, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Help Scout, Jira Service Management, Zoho DeskFour alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, Zendesk ITSMTwo alternatives
Freshservice, Jira Service ManagementGrok 4.20Freshserviceagainst: ServiceNow ITSMFreshserviceHeldagainst: ManageEngine ServiceDesk Plus, ServiceNow ITSM, Zoho DeskJira Service Managementagainst: ServiceNow ITSMFreshserviceagainst: BMC Helix ITSM, GLPI, ServiceNow ITSM, Zammad, osTicketno first choiceagainst: OTRS, ServiceNow ITSMagainst: BMC Helix ITSM, CA Service Desk Manager, Jira Service Management, ServiceNow ITSM, SolarWinds Service Desk, Zendesk ITSM
Four alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMTwo alternatives
HaloITSM, Jira Service ManagementThree alternatives
Freshservice, HaloITSM, ManageEngine ServiceDesk PlusFour alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, SysAidThree alternatives
Freshservice, Halo Service Desk, Jira Service ManagementMistral SmallFreshserviceZendesk Support SuiteChangedNinjaOneJira Service Management, Spiceworks Cloud Help Deskno first choiceagainst: ServiceNow ITSMagainst: Autotask, ConnectWise RMM, SysAid
Two alternatives
Siit, Zendesk ITSMFour alternatives
Freshdesk, HappyFox, Jira Service Management, Zoho DeskSix alternatives
Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, SysAid, Zendesk ITSMTwo alternatives
Freshservice, ManageEngine ServiceDesk Plus StandardDeepSeek V4 FlashFreshserviceFreshserviceHeldFreshservice, ManageEngine ServiceDesk Plusagainst: NinjaOne, Zendesk ITSMSpiceworks Cloud Help DeskFreshserviceagainst: ServiceNow ITSM, Zendesk ITSMagainst: Autotask, BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM, Zendesk ITSM
Four alternatives
Desk365, Jira Service Management, NinjaOne, Zendesk ITSMFour alternatives
HaloITSM, Jira Service Management, ManageEngine ServiceDesk Plus, Zoho DeskFour alternatives
Jira Service Management, Siit, Spiceworks Cloud Help Desk, SysAidTwo alternatives
Freshservice, ManageEngine ServiceDesk PlusFour alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SysAid, Zoho DeskLlama 4 MaverickFreshserviceSupportbenchChangedNinjaOneManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
Three alternatives
Jira Service Management, NinjaOne, SiitFive alternatives
HappyFox, Jira Service Management, Suptask, Zoho Desk, osTicketTwo alternatives
Freshservice, Zendesk ITSMFour alternatives
Alloy Navigator, Freshservice, Jira Service Management, NinjaOneQwen 3.7 FlashFreshserviceFreshdesk, FreshserviceChangedagainst: Zendesk ITSMFreshservice, Jira Service ManagementFreshserviceJira Service Managementagainst: BMC Helix ITSM, ServiceNow ITSMagainst: BMC Helix ITSM, GitHub, GitLab, Ivanti Neurons for ITSM, Jira Software, Opsgenie, PagerDuty, ServiceNow ITSM
Three alternatives
NinjaOne, SysAid, Zoho DeskFour alternatives
Jira Service Management, ManageEngine ServiceDesk Plus, SolarWinds HelpDesk, Spiceworks Cloud Help DeskTwo alternatives
HaloPSA, ManageEngine ServiceDesk PlusThree alternatives
Desk365, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Freshservice, Spiceworks Cloud Help Desk, Zoho DeskKimi K2FreshserviceFreshserviceHeldFreshservice, Jira Service ManagementFreshservice, Jira Service Managementagainst: Zendesk ITSMno first choiceagainst: ServiceNow ITSMagainst: Assyst, BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM, SysAid
Five alternatives
Alloy Navigator, Jira Service Management, ManageEngine ServiceDesk Plus, NinjaOne, SysAidThree alternatives
Jira Service Management, Zendesk ITSM, Zoho DeskThree alternatives
Desk365, HaloITSM, ManageEngine ServiceDesk PlusThree alternatives
Desk365, HaloITSM, ManageEngine ServiceDesk PlusFive alternatives
Freshservice, HaloPSA, InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk PlusGLM 4.7 FlashXFreshserviceFreshserviceHeldagainst: Help Desk, Intercom, TidioFreshserviceagainst: ManageEngine ServiceDesk PlusFreshserviceagainst: Spiceworks Cloud Help Deskno first choiceagainst: EasyVista Service Management, HaloPSA, ServiceNow ITSM, SolarWinds Service Desk, SysAid
Four alternatives
Jira Service Management, NinjaOne, SysAid, Zendesk ITSMFive alternatives
Freshdesk, Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSM, Zoho DeskSix alternatives
HaloITSM, InvGate Service Management, Jira Service Management, NinjaOne, SysAid, Zendesk ITSMFour alternatives
Desk365, FreeITSM, Jira Service Management, ManageEngine ServiceDesk PlusMiniMax M2.5FreshserviceFreshdeskChangedFreshserviceDesk365, Jira Service ManagementFreshservice, Jira Service Managementagainst: ServiceNow ITSMagainst: Autotask, BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
Three alternatives
Desk365, Jira Service Management, ManageEngine ServiceDesk PlusThree alternatives
Jira Service Management, SolarWinds Service Desk, Zendesk ITSMFour alternatives
Desk365, Jira Service Management, ManageEngine ServiceDesk Plus, Zendesk ITSMTwo alternatives
Freshservice, ManageEngine ServiceDesk PlusGPT-6 LunaFreshserviceFreshserviceHeldFreshserviceManageEngine ServiceDesk Plus StandardFreshserviceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, Jira Service Management, ServiceNow ITSM
Two alternatives
Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Jira Service Management, Zoho DeskTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusTwo alternatives
Freshservice, Jira Service ManagementTwo alternatives
Jira Service Management, ManageEngine ServiceDesk PlusMuse Glimmer 30BFreshserviceagainst: BMC Helix ITSM, ServiceNow ITSMSupportbenchChangedFreshservice - Freshworks, Jira Service Management, Atlassianagainst: ServiceNow ITSMJira Service Management, ManageEngine ServiceDesk Plusno first choiceagainst: BMC Helix ITSM, Ivanti Neurons for ITSM, ServiceNow ITSM
Five alternatives
Alloy Navigator, Jira Service Management, Siit, SysAid, Zendesk ITSMFour alternatives
Freshdesk, Freshservice, HaloITSM, Zoho DeskOne alternative
Zendesk ITSMTwo alternatives
Alloy Navigator, FreshserviceBold 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.
Eighty-four 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 | 2026-11-01 10:57 | yes | 10 | 8 s |
| Direct recommendation | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 10:32 | yes | 4 | 5 s |
| Direct recommendation | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 09:27 | yes | 11 | 22 s |
| Direct recommendation | Perplexity Sonar | sonar | 2026-11-01 16:41 | yes | 10 | 4 s |
| Direct recommendation | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 15:35 | yes | 5 | 11 s |
| Direct recommendation | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 13:50 | yes | 5 | 5 s |
| Direct recommendation | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 11:12 | yes | 14 | 19 s |
| Direct recommendation | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 12:25 | yes | 5 | 3 s |
| Direct recommendation | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 12:14 | yes | 5 | 26 s |
| Direct recommendation | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 15:31 | yes | 10 | 22 s |
| Direct recommendation | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 12:46 | yes | 14 | 18 s |
| Direct recommendation | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 13:34 | yes | 10 | 57 s |
| Direct recommendation | GPT-6 Luna | gpt-6-luna | 2026-11-01 15:02 | yes | 3 | 12 s |
| Direct recommendation | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 14:08 | yes | 13 | 20 s |
| Paraphrase | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 12:31 | no | 0 | 4 s |
| Paraphrase | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 19:34 | yes | 3 | 5 s |
| Paraphrase | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 14:41 | no | 0 | 13 s |
| Paraphrase | Perplexity Sonar | sonar | 2026-11-01 18:19 | yes | 10 | 5 s |
| Paraphrase | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 19:24 | yes | 12 | 11 s |
| Paraphrase | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 14:58 | no | 0 | 6 s |
| Paraphrase | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 12:21 | yes | 23 | 27 s |
| Paraphrase | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 12:15 | yes | 5 | 3 s |
| Paraphrase | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 13:43 | yes | 10 | 54 s |
| Paraphrase | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 16:28 | yes | 14 | 33 s |
| Paraphrase | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 09:14 | yes | 13 | 64 s |
| Paraphrase | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 18:11 | yes | 10 | 16 s |
| Paraphrase | GPT-6 Luna | gpt-6-luna | 2026-11-01 12:02 | yes | 3 | 14 s |
| Paraphrase | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 10:13 | yes | 14 | 26 s |
| Comparative | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 09:02 | yes | 10 | 9 s |
| Comparative | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 14:37 | yes | 5 | 7 s |
| Comparative | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 19:25 | no | 0 | 17 s |
| Comparative | Perplexity Sonar | sonar | 2026-11-01 15:09 | yes | 10 | 6 s |
| Comparative | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 17:26 | yes | 10 | 16 s |
| Comparative | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 16:50 | yes | 5 | 7 s |
| Comparative | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 19:10 | yes | 23 | 45 s |
| Comparative | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 18:28 | yes | 5 | 2 s |
| Comparative | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 12:27 | yes | 10 | 23 s |
| Comparative | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 15:40 | yes | 10 | 24 s |
| Comparative | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 19:36 | yes | 16 | 54 s |
| Comparative | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 09:01 | yes | 5 | 41 s |
| Comparative | GPT-6 Luna | gpt-6-luna | 2026-11-01 19:39 | yes | 3 | 18 s |
| Comparative | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 15:18 | yes | 14 | 26 s |
| Budget constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 09:24 | yes | 10 | 8 s |
| Budget constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 13:57 | yes | 2 | 5 s |
| Budget constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 19:15 | yes | 18 | 22 s |
| Budget constrained | Perplexity Sonar | sonar | 2026-11-01 14:58 | yes | 10 | 3 s |
| Budget constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 14:42 | yes | 5 | 12 s |
| Budget constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 09:44 | yes | 5 | 5 s |
| Budget constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 14:59 | yes | 23 | 19 s |
| Budget constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 08:44 | yes | 5 | 2 s |
| Budget constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 18:28 | yes | 5 | 24 s |
| Budget constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 16:36 | yes | 5 | 45 s |
| Budget constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 17:28 | yes | 23 | 97 s |
| Budget constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 17:32 | yes | 5 | 33 s |
| Budget constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 18:08 | yes | 3 | 9 s |
| Budget constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 11:06 | yes | 15 | 23 s |
| Scale constrained | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 16:50 | no | 0 | 6 s |
| Scale constrained | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 13:46 | no | 0 | 6 s |
| Scale constrained | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 19:17 | no | 0 | 17 s |
| Scale constrained | Perplexity Sonar | sonar | 2026-11-01 10:20 | yes | 10 | 6 s |
| Scale constrained | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 16:32 | yes | 5 | 17 s |
| Scale constrained | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 10:44 | no | 0 | 8 s |
| Scale constrained | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 13:23 | yes | 20 | 39 s |
| Scale constrained | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 19:33 | yes | 5 | 3 s |
| Scale constrained | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 10:55 | no | 0 | 29 s |
| Scale constrained | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 18:36 | yes | 14 | 23 s |
| Scale constrained | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 11:29 | yes | 10 | 40 s |
| Scale constrained | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 18:14 | no | 0 | 13 s |
| Scale constrained | GPT-6 Luna | gpt-6-luna | 2026-11-01 12:24 | yes | 3 | 12 s |
| Scale constrained | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 10:34 | yes | 15 | 18 s |
| Negative framing | Claude Haiku 4.5 | claude-haiku-4-5-20251001 | 2026-11-01 10:13 | yes | 17 | 12 s |
| Negative framing | GPT-5.4 mini | gpt-5.4-mini-2026-03-17 | 2026-11-01 09:21 | yes | 2 | 7 s |
| Negative framing | Gemini 3.5 Flash | gemini-3.6-flash (asked for gemini-3.5-flash; the API answered as this version) | 2026-11-01 12:08 | no | 0 | 15 s |
| Negative framing | Perplexity Sonar | sonar | 2026-11-01 19:27 | yes | 10 | 4 s |
| Negative framing | Grok 4.20 | spacexai/grok-4.20-non-reasoning via xai | 2026-11-01 19:10 | yes | 10 | 12 s |
| Negative framing | Mistral Small | mistral/mistral-small via mistral | 2026-11-01 08:49 | yes | 5 | 3 s |
| Negative framing | DeepSeek V4 Flash | deepseek/deepseek-v4-flash via deepinfra | 2026-11-01 11:54 | yes | 24 | 29 s |
| Negative framing | Llama 4 Maverick | meta/llama-4-maverick via bedrock | 2026-11-01 16:39 | yes | 5 | 4 s |
| Negative framing | Qwen 3.7 Flash | alibaba/qwen3.7-flash via alibaba | 2026-11-01 14:31 | yes | 5 | 37 s |
| Negative framing | Kimi K2 | moonshotai/kimi-k2 via novita | 2026-11-01 12:02 | yes | 10 | 57 s |
| Negative framing | GLM 4.7 FlashX | zai/glm-4.7-flashx via zai | 2026-11-01 13:15 | yes | 15 | 22 s |
| Negative framing | MiniMax M2.5 | minimax/minimax-m2.5 via minimax | 2026-11-01 19:20 | yes | 23 | 93 s |
| Negative framing | GPT-6 Luna | gpt-6-luna | 2026-11-01 13:30 | yes | 5 | 22 s |
| Negative framing | Muse Glimmer 30B | meta/muse-glimmer-30b via togetherai | 2026-11-01 09:57 | yes | 13 | 23 s |
Normalization in this category
Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.
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Category-scoped readings
Atlassian read as Jira Service Management
BMC read as BMC Helix ITSM
BMC Helix read as BMC Helix ITSM
BMC Helix (formerly Remedy) read as BMC Helix ITSM
BMC Remedy (or BMC Helix) read as BMC Helix ITSM
InvGate read as InvGate Service Management
Ivanti read as Ivanti Neurons for ITSM
Ivanti ITSM (Ivanti Neurons) read as Ivanti Neurons for ITSM
Ivanti Neurons read as Ivanti Neurons for ITSM
ManageEngine read as ManageEngine ServiceDesk Plus
ServiceNOW IT Service Management read as ServiceNow ITSM
ServiceNow read as ServiceNow ITSM
ServiceNow (IT Service Management) read as ServiceNow ITSM
ServiceNow (ITSM Pro) 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 (Sunshine) read as Zendesk ITSM
Zendesk Suite read as Zendesk ITSM
Unresolved, counted raw
Assyst
C2 ITSM
CyberMatter
Freshservice - Freshworks
Groove
Halo PSA
Help Desk
ManageEngine ServiceDesk Plus Standard
Mojo Helpdesk
Rippling IT Cloud
Servicepoint
SolarWinds HelpDesk
Suptask
SymphonyAI ITSM
Vivantio ITSM
Zendesk Support Suite
Znuny / OTRS
Discontinued, still offered
No shut-down product was recommended here.