Brand report · July 2026

Freshworks: AI Visibility Report

When buyers ask ChatGPT, Claude, and Gemini about it service management (itsm), Freshworks ranks #13 of 15, a Visibility Score of 5 in IT Service Management (ITSM) .

These rankings are measured from what the three models know from training, not a live web search. The live-web grounded surface is rolling out across the index. Methodology.

How AI sees Freshworks

Barely in the room, never the answer anyone picks.

Where it wins. Freshworks surfaces in 7% of ITSM mentions and holds rank 13, meaning it does at least register when prompts ask about top tools in 2026.

Where it loses. A 0% first-pick rate across all three models tells the real story: Freshworks is filler context alongside ServiceNow and Atlassian, and it goes completely unmentioned in seven of the eight prompt themes buyers actually use to make decisions.

AI-generated analysis of the July 2026 measurements.

IT Service Management (ITSM) · #13 of 15

5 / 100 first snapshot (July 2026)

7%

mention rate (72 answers)

3

avg. position

0%

first pick

1%

share of voice

First snapshot: July 2026. The trend line appears with the second monthly measurement; no modeled history.

ChatGPT

6

Claude

0

Gemini

10

Prompt themes Freshworks would want to own

Share of each theme's answers that mention Freshworks. Hover a row for the exact prompt. Compare shapes on the head-to-head page.

5/9

0/9

0/9

0/9

0/9

0/9

If you could pick one

0/9

Budget & alternatives

0/9

Gaps Best overall · Use-case fit · Startup & small team · Enterprise pick · Feature-led ask · If you could pick one · Budget & alternatives

Most co-mentioned competitors

ServiceNow

100%

Atlassian

100%

Ivanti

100%

BMC

60%

ManageEngine

40%

Zendesk

40%

Share of Freshworks's mentions where the AI models name this brand in the same answer. That is the real competitive set in the AI channel.

Scores are measured from real AI answers, refreshed monthly. Methodology.

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