Every category where a model named Freshservice for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
HR help desk and case management	Onboarding and employee experience	24%	2 of 93	7%	27	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Freshservice yet. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

How each model treated Freshservice across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	0	1	0	1
GPT-5.4 mini	0	0	0	0	0
Gemini 3.5 Flash	3	1	0	0	4
Perplexity Sonar	0	2	0	0	2
Grok 4.1 Fast	1	2	1	0	4
Mistral Small	1	1	1	0	3
DeepSeek V4 Flash	0	1	0	1	2
Llama 4 Maverick	1	1	0	0	2
Qwen 3.7 Flash	2	0	1	0	3
Kimi K2	1	0	1	0	2
GLM 4.7 FlashX	0	1	1	1	3
MiniMax M2.5	1	0	0	0	1

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct15 labels5

Paraphrase13 labels4

Comparative6 labelsNone

Budget-constrained7 labels1

Scale-constrained10 labels2

Negative2 labelsNone

First choiceAlternativeMentionNegative53 labels in all, every segment counted; 12 of the 12 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“Look at Freshservice. It is highly customizable, keeps HR and IT queues strictly separated for privacy, and is incredibly popular in the mid-market.” Gemini 3.5 Flash · HR help desk · scale prompt · first choice

“Freshservice HR Service Delivery is a highly recommended choice due to its balance of usability, automation, and integration capabilities” Mistral Small · HR help desk · paraphrase prompt · first choice

“My top pick: Freshservice offers the best balance of mid-market fit, HR-specific capabilities, reasonable pricing” Kimi K2 · HR help desk · direct prompt · first choice

“Freshservice - best mid-market pick with HR packaging that exists, suitable for 200 to 2,000 employees” Llama 4 Maverick · HR help desk · direct prompt · first choice

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Generic IT ticketing systems (Jira, Zendesk, Freshservice) without deep HR customization.” GLM 4.7 FlashX · HR help desk · negative prompt · hard negative

“strong automation, but no free tier and priced higher” DeepSeek V4 Flash · HR help desk · budget prompt · soft negative

Named alongside

The products named in the same answers as Freshservice, over the 53 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshservice was named but was not.

ProductSame answerTook the first choice insteadHead to head

Zendesk30 of 533Compare →

Jira Service Management20 of 532Not in the top three

ServiceNow HR Service Delivery19 of 5310Not in the top three

BambooHR15 of 535Not in the top three

ServiceNow15 of 533Not in the top three

Zoho Desk12 of 533Compare →

HappyFox Help Desk12 of 530Not in the top three

Dovetail Software11 of 533Not in the top three

Hiver7 of 532Not in the top three

HR Acuity7 of 531Not in the top three

A head-to-head page exists where both products are in a category's top three. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Freshservice. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 43 of the 53 answers that named Freshservice and are not a share of its labels.

Domains cited

peoplemanagingpeople.com31

featurebase.app26

zendesk.com22

eesel.ai21

guideflow.com20

gitnux.org18

worldmetrics.org18

g2.com15

wifitalents.com14

siit.io12

197 of the 197 domain citations in answers naming Freshservice came from somebody else's page.

Pages cited

featurebase.app/blog/hr-help-desk-ticketing-system23

zendesk.com/employee-service/hr-help-desk-software19

peoplemanagingpeople.com/tools/best-hr-ticketing-system16

worldmetrics.org/best/hr-help-desk-software15

guideflow.com/blog/hr-service-delivery-software14

eesel.ai/blog/hr-helpdesk11

siit.io/blog/best-hr-ticketing-systems11

firsthr.app/compare/core-hr/hr-ticketing-system10

Pages are listed as the models cited them.

Names read as Freshservice

What the judge wrote, as written, with how often. The vendor table decides that these count as Freshservice; a claim can dispute any of them.

Freshservice HR Service Delivery 3Freshservice (by Freshworks) 2Freshdesk/Freshservice 1Freshservice (Business) 1Freshservice / Freshdesk 1Freshservice HR Service Delivery (HRSD) 1

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Freshservice's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Freshservice, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at freshservice.com is approved on the spot, any other address is reviewed by hand.

Your name and company appear on the claimed page, or the company alone if you ask below. A title and a LinkedIn address appear there too if you give them, and are left off if you do not. Your email address is never published.