# Freshdesk: how AI models rank it, November 2026

Gane Index, November 2026 Edition. Named in 22 judge labels across 4 categories by 13 of 14 models. Page: https://www.gane.ai/index/it/vendors/freshdesk

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| [AI IT support agents](https://www.gane.ai/index/it/operations/ai-it-support-agents/index.md) | 13% | 2 | 0% | 18 |
| [Remote support and remote access](https://www.gane.ai/index/it/operations/remote-support-and-remote-access/index.md) | 2% | 12 | 0% | 1 |
| [IT service management](https://www.gane.ai/index/it/operations/it-service-management/index.md) | 2% | 7 | 50% | 2 |
| [IT financial management](https://www.gane.ai/index/it/operations/it-financial-management/index.md) | 0% | 164 | 100% | 1 |

## What the models said for it

- "For most budget-conscious companies, Freshservice with Freddy AI offers the best balance of IT-specific features, legitimate AI capabilities, and affordable per-agent pricing." (Kimi K2, AI IT agents)
- "For the tightest budget, I'd recommend starting with Freshdesk ($15/month) or OpenAssistantGPT ($18/month)" (MiniMax M2.5, AI IT agents)
- "the recommended AI service desk agent for a mid-sized B2B company would be Freshservice or Freshdesk" (Llama 4 Maverick, AI IT agents)
- "The best AI agent for IT support for a company with a limited budget is Freshdesk Freddy" (Llama 4 Maverick, AI IT agents)

## And against it

- "Verdict: Avoid using these as your source of truth." (Qwen 3.7 Flash, IT financial mgmt)
- "Zendesk and standard Freshdesk are world-class for customer support (CSM), but they are not dedicated ITSM tools." (Gemini 3.5 Flash, ITSM)

## By model

| Model | First choice | Alternative | Mention | Warning | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 1 | 0 | 0 | 0 | 1 |
| GPT-5.4 mini | 1 | 0 | 0 | 0 | 1 |
| Gemini 3.5 Flash | 0 | 0 | 0 | 1 | 1 |
| Perplexity Sonar | 1 | 0 | 0 | 0 | 1 |
| Grok 4.20 | 0 | 1 | 0 | 0 | 1 |
| Mistral Small | 1 | 0 | 0 | 0 | 1 |
| DeepSeek V4 Flash | 0 | 1 | 2 | 0 | 3 |
| Llama 4 Maverick | 2 | 0 | 1 | 0 | 3 |
| Qwen 3.7 Flash | 1 | 0 | 0 | 1 | 2 |
| Kimi K2 | 1 | 0 | 0 | 0 | 1 |
| GLM 4.7 FlashX | 0 | 1 | 0 | 0 | 1 |
| MiniMax M2.5 | 1 | 1 | 1 | 0 | 3 |
| GPT-6 Luna | 0 | 0 | 0 | 0 | 0 |
| Muse Glimmer 30B | 0 | 1 | 2 | 0 | 3 |

## Sources returned with these answers

The sites and pages cited by the answers that named Freshdesk, from 62 of the 72 answers that named it (only the models that return a source list).

### Domains cited

- gane.ai/index: 27
- resources.rework.com: 22
- g2.com: 17
- capterra.com: 16
- eesel.ai: 16
- workativ.com: 16
- helpdesk.com: 14
- helply.com: 13
- intercom.com: 13
- fin.ai: 12

### Pages cited

- https://resources.rework.com/tools/ai-agents/best-ai-agents-for-it-support-2026: 17
- https://www.gane.ai/index/it/operations/ai-it-support-agents/smb: 16
- https://workativ.com/it/blog/12-best-it-helpdesk-ai-agents-in-2026-compared: 16
- https://clutch.co/resources/ai-customer-support-software: 11
- https://jitbit.com/news/best-ai-helpdesk-solutions-2026: 11
- https://proprofschat.com/blog/ai-customer-support-agents: 11
- https://fin.ai/learn/best-helpdesk-small-business: 8
- https://www.gane.ai/index/it/operations/ai-it-support-agents: 8

## In its own words

What Freshdesk's own pages state, read 2026-09-28. Stated by the vendor, not checked by the index.

- Positioning: Scale your support, not your costs (https://freshworks.com/)
- For: CISO; security architect; privacy officer; procurement (https://trust.freshworks.com)
- Free plan or trial: Start for free (https://freshworks.com/)
- Certifications: ISO 27001, ISO 27701, SOC 3, SOC 2 Type II, Cyber Essentials Plus, TX-RAMP, CCPA
- Customers named: Bahamas Government, Bangor Savings Bank

## What it publishes

Every page freshworks.com exposes, read 2026-09-29: 5924 addresses. By kind, pages and the last 90 days:

- blog: 63 pages, 5 in the last 90 days, latest 2026-09-24
- case study: 258 pages, 54 in the last 90 days, latest 2026-09-24
- webinar or virtual event: 64 pages, 1 in the last 90 days, latest 2026-07-30
- conference or event: 165 pages, 7 in the last 90 days, latest 2026-09-24
- report or ebook: 30 pages, 3 in the last 90 days, latest 2026-09-24
- comparison: 107 pages, 4 in the last 90 days, latest 2026-09-24
- template or tool: 18 pages, 0 in the last 90 days, latest 2026-01-07
- glossary or explainer: 23 pages, 2 in the last 90 days, latest 2026-09-24
- podcast or video: 3 pages, 1 in the last 90 days, latest 2026-09-24
- news or press: 162 pages, 18 in the last 90 days, latest 2026-09-24
- Recent: 2026-09-24 news or press: Freshworks launches new partner program with expanded reseller and services offerings https://www.freshworks.com/pressrelease/freshworks-launches-new-partner-program-with-expanded-reseller-and-services-offerings/
- Recent: 2026-09-24 news or press: Freshworks reports first quarter 2025 results https://www.freshworks.com/pressrelease/freshworks-reports-first-quarter-2025-results/
- Recent: 2026-09-24 news or press: Freshworks reports fourth quarter and full year 2024 results https://www.freshworks.com/pressrelease/freshworks-reports-fourth-quarter-and-full-year-2024-results/
- Recent: 2026-09-24 news or press: Freshworks and unisys join forces to transform it service management for mid market and enterprise companies https://www.freshworks.com/pressrelease/freshworks-and-unisys-join-forces-to-transform-it-service-management-for-mid-market-and-enterprise-companies/
- Recent: 2026-09-24 news or press: Freshworks reports third quarter 2024 results https://www.freshworks.com/press-releases/freshworks-reports-third-quarter-2024-results/
- Recent: 2026-09-24 news or press: Piracanjuba selects freshworks to transform service management across enterprise https://www.freshworks.com/press-releases/piracanjuba-selects-freshworks-to-transform-service-management-across-enterprise/

## Record

- Method: https://www.gane.ai/index/it/methodology
- License: CC BY 4.0. Cite as Gane Index, November 2026 Edition, www.gane.ai/index/it.