← IT Service Management (ITSM) ranking
Brand report · September 2026
Zammad: AI Visibility Report
When buyers ask ChatGPT, Claude, and Gemini about it service management (itsm), Zammad ranks #11 of 15, a Visibility Score of 6 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.
One category, one race, near the back of the pack.
Where it wins. Zammad holds a foothold in ITSM through budget and alternatives conversations, where its 11% mention rate keeps it visible enough to appear alongside Freshservice and Jira Service Management.
Where it loses. A 1.4% first-pick rate and complete absence from six prompt themes, including enterprise, startup, and feature-led queries, means AI models treat ITSM buyers as almost never landing on Zammad as the answer.
AI-generated analysis of the September 2026 measurements.
Zammad's homepage sells it as Customer Support. Ask the models that question and they name Zendesk, Intercom and Freshdesk, not Zammad.
Why, and what closes it. Models recommend what the web says about a brand, not what its homepage asserts. That is a content and coverage gap, not a product one. Earned mentions and clearer positioning can move it.
Homepage self-messaging · September 2026 ranking · the biggest gaps across the index →
ChatGPT 
Claude 
Gemini Being named is not the same as being recommended. Each mention is graded endorsed (a strong pick), listed (a neutral option), or caveated (named with a reservation).
Share of each theme's answers that mention Zammad. Hover a row for the exact prompt. Compare shapes on the head-to-head page.
Gaps Top tools in 2026 · Startup & small team · Enterprise pick · Feature-led ask · If you could pick one
Share of Zammad'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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